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.

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.

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.

Diploma

Diploma

Bachelor Of Performing Arts