Francis Niles Email & Phone Number

Georgia, United States

As a Cusomer Support manager of Tier 3 with Amplify Education, the Tier 3 team completed almost 11,000 Jira tickets in 2023 and almost 2500 tickets in Jan. 2024. This as the average resolution time for these tickets was reduced to 5 days form 14 in 2022. I also spun up multiple first responder escalation processes to assist with jira ticket escalations from Tier 3 to multiple product and engineering teams. I managed Tier 3's role in multiple large-scale enrollment projects during RFS 23, including the State of Alabama's enrollment switch process and Louisiana DOE's Boost Reading Progress migration, and account restructuring.I am also in process of obtaining my PMP Certification.

Alpharetta, Georgia, United States

As a team lead for the Curriculum Tier 3 team, I helped Tier 3 complete over 10,000 tickets in 2022. this included over 5,000 tickets completed during RFS.I helped the Tier 3 team reduce their average ticket resolution time to 14 days in 2022 from over 3 weeks in 2021. I also created numerous trackers and charts to help monitor the success of the Tier 3 team. This included working with Business Systems in creating a Tableau chart for this information.

Alpharetta, Georgia, United States

I help manage the Advanced Techincal Support/Tier-3 Jira Board and run database and looker reports that are requested by internal and external customers. This includes resolving over 200 Tier-3 tickets since November 2021. I specifically focus on escalated issues surrounding Amplify's mCLASS suite of assessment and intervention products. This includes:- Verifying and reproducing issues escalated from Tier-2 - Escalating them to the proper dev or product team for resolution if I'm unable to resolve- Writing SQL Scripts and utilizing pre-written Python scripts to generate CSV reports for internal and external customers.- Tracking and monitoring the current workflows and tickets currently assigned to the Tier-3 team. - Training and mentoring Tier 1, Tier 2, and Enrollment & Licensing agents within the Customer Care & Support division.Skills used in this role:-SQL scripting-Basic knowledge of Python-Mac Terminal scripting-Looker/Snowflake

Alpharetta, Georgia, United States

The team currently handles customer support issues focusing on access, enrollment, and digital curriculum entitlement issues for the suite of Amplify Products. I led this team as it grew to 10 employees and assisted them in closing over 4,000 support tickets during the months of August and September.

Alpharetta, Georgia

I am the "gatekeeper" of digital access to Amplify ELA, Amplify Science and Amplify Supplemental software. This includes a responsibility of creating and maintaining the access for thousands of K-8 students and teachers.Duties Include:-Coordinating multiple aspects of new and existing customer set-up structure and details.-Maintaining constant and clear communication with the customer and internal teams ensuring a successful launch and delivery of digital products.-Managing customer data and monitoring data transfers. -Coordinating with internal and external teams to confirm and achieve timelines for implementationProvide ongoing support for customers after the initial launch is completed.

Atlanta

Use and maintains WordPress website themes for the site urbanbellemag.com. Learned how to use basic CSS, HTML, and PHP coding to maintain the website and maintain SQL databases on a Choopa Server. I utilize Google Analytics and Webmaster Tools in revenue creation for Urbanbellemag.com. I manage Urban Belle Magazine’s Facebook, Instagram, and Twitter profiles and grew both to over 1-73,000 followers respectively, and promote Urban Belle Magazine posts daily.

Alpharetta, Georgia

Apple Certified iOS Technician specialized in training, assisting apple customers and troubleshooting issues with various products including Mac, iPhone, iPad, Apple Watch using the Mobile Genius Ticketing system.I assisted up to 30 customers daily with an average session duration time of 15 minutes, documenting each customer issue.I exceeded goals in generating over 250 business leads in 2016.Exceled in teaching new and current Apple customers how to use Apple hardware and Software including Pages, Keynote, Numbers, GarageBand, Photos, iCloud.Lead peers in the capturing of potential business sales leads.

Bachelor'S, Arts & Sciences, Journalism (Broadcast Production)

Activities and Societies: Student Government Association, Yearbook

Masters Of Science, Mass Communications

Activities and Societies: National Association of Black JournalistsGraduated with a 3.36 GPA Interned with the Athletic Department Ticket.