George Molnar Email & Phone Number

Vancouver, British Columbia, Canada

• Collaborate with cross-functional teams to identify customer retention opportunities and develop actionable insights.• Design and develop data models, dashboards, and reports to support business intelligence and analytics initiatives.• Manage product escalations: triage defect criticality, assess development effort and prioritization, ensure SLAs are met, develop workarounds, deliver patches, and/or present action plans to mitigate the impact.• Proven ability to prioritize and execute complex decisions for high-visibility enterprise customers.• Partner with teams across the company to coordinate and manage emerging incidents.• Provide subject matter expertise to drive business intelligence success and, ultimately, increase renewals.• Engage with enterprise customers and account managers to implement successful software deployments: meet with stakeholders to unblock outstanding problems, quantify product improvements and test new features, plan scheduled maintenance, and document resolutions.• Interpret complex change requirements into actionable project plans.• Continuously assess the effectiveness of tools, metrics, and processes.

Vancouver, British Columbia, Canada

• Directed and improved L3 technical support activities: established priorities, developed standards, analyzed workflows, mentored team members, evaluated technology needs, maintained critical infrastructure.• Developed, validated and executed sanity, smoke, feature, regression and spot tests.• Cultivated customer service and sales success: triaged critical software and system issues, removed roadblocks, represented customer pain, documented known issues and best practices.• Released well-tested software products and collaborated with stakeholders to achieve continuous improvement.• Improved accountability and introduced self-help to Thoughtexchange by gaining consensus for and releasing Jira Service Desk and Confluence.• Increased sales leads and reduced support friction by introducing Intercom Live Chat.• Reduced costs by training a team of contractors to manage and execute complex customer setup processes.• Earned multiple recognitions and appreciation from the service team for product support and training.

Vancouver, British Columbia

• Played key role as a subject matter expert for the company’s Mobile Device Management (MDM) platform.• Effectively supported and trained customers from the Education field in usage of MDM solutions.• Helped in complex Education installations, successfully deploying tens of thousands of iPads in school districts.• Significantly contributed to knowledge resources by documenting best practices and known issues.• Resolved high impact problems by addressing criticality, identifying workarounds and implementing long-term solutions.• Communicated customer recommended ideas for product and service improvements; articulated problems and escalated to development teams.• Dug deep with diagnostics and error tracing tools to identify problem fixes or development opportunities, reproduced findings on technical incidents and resolved complex technical issues.• Managed a personal queue of open cases, ensuring service level agreements were met and customers kept informed.• Acted as a company spokesperson and customer champion throughout problem resolutions.

Diploma

Diploma

Bachelor Of Performing Arts