Evan R. Email & Phone Number

• Served as the primary technical point of contact for multiple Fortune 100 strategic accounts. Part of a focused team involving the adoption of new services, renewals, products & technical consulting.
• Proactively identified and addressed client challenges, pain points, and inquiries whileworking across multiple teams to provide solutions.
• Investigated, researched, and troubleshoot technical issues and developed solutionswith both product and engineering teams to resolve client's challenges.
• Advocated for client needs to provide informed feedback and possible solutions for theproduct team to drive improvements to the existing platform.
• Experience navigating complex work processes, tight SLAs, and changing teams
• Developed technical training manuals and guides for both customers and internal teammembers to drive improvements to the product.

United States

• Selected for a pilot Tierless program by providing both Tier 1 and Tier 2 support casework.
• Consistent periods of 150%+ weekly metrics attainment.
• Consistently strong CSAT surveys from both standard and premium clients.

Greater Seattle Area

• Investigate, troubleshoot, test, and resolve cases for the full suite of Tableau Software products.
• Exceeded expectations by achieving a 127% overall metric attainment during my time at Tableau.
• Responsible for 20+ new tickets from the queue each week, in addition to my pre-existing tickets.
• Member of 3 different teams, databases, installs, and integrations, each requiring its own distinct skillset and product knowledge. Whether it was troubleshooting database connections, installation/upgrades, or.
• Abided by tight SLAs and managing escalated accounts, involved in saving at-risk accounts.
• Part of a team that created SOPs that are used by 300+ employees in the Support department.

Greater Seattle Area

• Member of the USCA Bing Ads Global Support Team which investigated and managed threats to the Bing Ads network.
• Proficient in 5 distinct workflows, QRE, AdsWatch, LegitScript, TM Complaints, Phishing & Techscams.
• Trained both co-workers and new hires in the 5 workflows.
• Monitored and investigated threats such as legal compliance, fraudulent pharmaceuticals/narcotics, phishing and online scams.
• Partnered with both Microsoft account managers and corporate clients on a weekly basis in resolving threats to their Bing Ads accounts.

Greater Seattle Area

• IT Help Desk for legal aid clinic.
• Co-ran the IT department for a legal aid clinic of about 20 people.
• Assumed many responsibilities troubleshooting a variety of technical issues.

East Lansing, MI

• Self-employed IT & technical support specialist during my time at college.
• Built strong relationships with clients to ensure the success that enabled me to pay my way through college.

Utica, MI

• Co-ran IT department for Print & Digital Media business.
• Collaborated with co-workers and different teams to ensure success for a small start-up
• Helped develop strategies to turn around a struggling start-up into a profitable business.