Fredric Mcwilliams Email & Phone Number

Austin, Texas, United States

- Utilize APIs to enact real-time modifications, ensuring uninterrupted production processes and adaptability to evolving operational requirements.- Leverage MySQL for extracting data, providing crucial data to the team to improve overall production performance.- Proficiently resolve software issues, promptly addressing reported bugs to reduce downtime and enhance productivity with accuracy and agility.- Proactively oversee and address production line incidents, minimizing disruptions and driving ongoing enhancements in production workflows to maximize daily output.- Conduct comprehensive root cause analyses (RCAs) for software systems post-incident, pinpointing underlying issues and implementing preventive measures.- Employ Splunk Enterprise for in-depth RCAs and on-site troubleshooting of software problems and glitches-Employ communication tools like Teams for timely response, investigation, and reporting of factory incidents, promoting swift resolution and proactive communication.-Utilized Jira Service Desk and other Microsoft tools for prompt response, investigation, and reporting of factory incidents, leading to swift resolution outcomes.Technical Skills: MySQL, APIs, Splunk Enterprise, Incident Management, Software Issue Resolution, Root Cause Analysis (RCA’s), Real-time Data Analysis, Production Optimization.Skills: Customer Support · SQL · Data Analysis · Data Science · Splunk · Technical Support · Troubleshooting · Customer Service · MySQL · Postman API · Microsoft Office (Power BI and Automate)

• Joined as a Customer Care Specialist, advanced to Systems Specialist in July, and promoted to PM in October.• Working closely with Development, pitching ideas and giving feedback, as well as building 3 new features with them.• Managing all facets of the primary client support tool, TownSQ, for the largest community management firm in Texas.• Playing a key role in generating income by increasing communities, growing from 600 to 1K+, with 305K+ units.• Establishing internal/external client engagement campaign, creating content such as training videos and job aids.• Undertaking a 29-week Q&A Webinar project, and training anyone using the system, which includes Managers.• Directly managing an internal 3rd party system, taking the company from 0 active users to over 150K, growing the base.• Successfully impacting business metrics by launching products, implementing features, and offering hands-on support.• Generating $300-400K in additional revenue by managing accounts, with a 50% penetration rate across all customers.• Achieving 24% MoM growth rate of new users, and an overall 63% YoY rate in '21, supporting Sales & Marketing.• Effectively increasing auto-pay subscriptions by 60% in ‘21, resulting in $200K in additional revenue to the firm.• Supporting onboarding and customization of application and websites for 5 company acquisitions and 40K+ new users.• Driving a 40% use rate of a new architectural feature, becoming the fastest to achieve such a rate in the US and Canada. • Enhancing operational efficiency and reducing labor expenses by developing and optimizing standard practices.• Supporting the integration of the organization's operations, customer care, and Finance Departments into application.

Austin, Tx

• Strategically managed day-to-day operations of an external warehouse, including freight, returns, and transfers.• Confirmed purchases via e-commerce as well as Amazon Marketplace.• Managed and communicated return processes to the Customer Support team to resolve issues quickly and efficiently.• Efficiently manually exported data from Salesforce into an Excel format and verified both continuity and accuracy.• Completed scheduled inventory counts, verifying against shipping, and reported low results to Senior Management.• Directed a Customer Support team of 4 in Columbia, as well as managed an internal, onsite team of 9 employees.• Trusted to access and manage company funds for return/refund processing, as well as order submission and shipping.