Howard Mingo Email & Phone Number

Athens, Ga, Us

San Francisco, California, Us

As a Developer Support Engineer, I resolve client issues related to Airtable's developer platform. These include issues related to our API, integrating Airtable with 3rd parties, authenticating, as well as scripting via Javascript. Resolving these issues involves utilizing programs such as Postman for API requests as well as OpenSearch for issue logs. In addition to collaborating with coworkers and clients to resolve issues (closing the highest number of cases on the team), I also create documentation to enable support in resolving future issues. This includes owning a friction points summary to glean data from support cases via AI to understand action item areas, increasing efficiency for case closes.In addition to my Developer Support Engineer duties, I also act as a Senior Dedicated Support Specialist (my previous role) for a large enterprise client.Winner of the Q2 2024 Empower the Customer Value Award.

San Francisco, California, Us

I am the support contact for Enterprise clients accounting for $11 million in annual revenue who have paid for dedicated support. I troubleshoot and triage bug issues that the client faces. I also act as a consultant for their complex workflow needs via Slack, email and video calls. These workflows include linking and structuring client data, automating data updates, and some light scripting. I've maintained a perfect 5 out of 5 review score from clients and a 99% on internal QA from my manager. I was able to reduce first response time for a client from 19 hours to 3 hours within 6 months of starting the position. Additionally, I work cross functionally with account owners across the organization to bring client projects to go-live. I am the winner of Airtable's "Bias For Action" support award for Q2 2023.

Toronto, Ontario, Ca

I worked on bug tasks created by our client-facing support analysts. I troubleshot and fleshed out the scenarios in the bug tasks using the Docebo platform UI, API, as well as our full suite of integrations. I created tasks with development as appropriate while providing technical information to our developers that will help replicate and solve the bug. I helped create new processes for the support team such as our new Case Lifecycle. This helped bring our development task rejection rate down from ~30% to less than 8%. Additionally, I mentored our team's client-facing agents via daily troubleshooting meetings and upskilling presentations.

Toronto, Ontario, Ca

I was one of 2 support agents chosen to partner with our largest clients, accounting for over 5 million dollars of our revenue each year. I built relationships with large enterprise clients such as Capital One, Amazon Web Services, McKinsey, and Thomson Reuters. I addressed their issues via a ticket queue as well as webinar calls. As a Tier 2 agent, I troubleshot our more technical features and integrations (webinar tools, API, automation via FTP, webhooks, etc.).

Toronto, Ontario, Ca

I helped clients with issues and questions they run into while using the Docebo LMS. My realm of knowledge varies from software-specific features to more general technical considerations such as SPF, SSL, etc. My role required me to be a product expert and agile problem-solver while also managing a large queue of tickets.

Cedar Rapids, Ia, Us

Identified viable donor prospects and developed a contact strategy to streamline fundraising.Exceeded client fundraising goals with a motivated team.

I was a crucial component of a campaign to put hip hop albums into the Harvard Loeb Music Library for the first time in the school's nearly 400 year history. This work was meant to bolster the diversity in Harvard's historical archiving as well as pay homage to a great American art form. I gathered information on both classic and trending hip hop artists focusing on how mental health has been portrayed in the genre over time.

Master Of Business Administration - Mba

Bachelor Of Arts (B.A.), Psychology