Ian Hathway Email & Phone Number

Bloomington, Minnesota, United States

- Lead subject matter expert and primary support point of contact for Alarm.com's video products and features. - Provide work direction, performance feedback, training opportunities and goals (Lead Worker) to the Technical Escalation Specialists. - Test and research new products and features in Centercode and use independent judgment to make recommendations to release or delay release based on risk and/or benefit assessment. - Troubleshoot and problem solve high-level and complex product issues where no clear process is defined. - Use independent judgment to appropriately identify, triage, and report support concerns to quality engineering and product management teams for resolution in Jira. - Create and run reports in Salesforce to analyze support burden and causes - Format and analyze report data in Excel for use in monthly Tech Digest - Produce monthly digest in Confluence on overall support burden, data trends, upcoming product and feature releases, and key pain points for company stakeholders on progress. - Keep the Support Ops team informed of product releases and on-going product issues. - Drive change via collaboration with all areas of the business and operational processes regarding product functionality, new features, pilot programs, and user interface changes - Recommend and lead development of training content for the Support team based on assessment of frequent or complex product questions and/or issues deliver product training for various audiences develop, revise, and/or coordinate technical support documentation for products and processes

Bloomington, Minnesota, United States

- Provide Tier 2 support to the Support Operations team. - Identify, investigate, or resolve escalated video issues using Jira. - Report any unresolved escalated issues to quality engineering and product management. - Work with external partners and vendors to resolve or mitigate product concerns. - Review, test and troubleshoot product specifications and releases. - Assist with creating training materials and provide classroom training for new Tier 1 associates. - Identify areas for on-going video product training for the Support Operations team. - Create and provide continuous improvement for knowledge base and product support documentation such as product FAQs, Installation Guides, Troubleshooting Guides, etc

Bloomington, Minnesota, United States

- Provide Tier 1 tech support to security providers and partners. - Provided Tier 2 back-up support on Alarm.com’s video hardware and software. - As a Call Coach used effective communication to teach and foster cutting edge strategies to new employees, provide work instruction, and provide feedback to unit supervisors on performance. - Assist with preparation of training materials and conduct presentations of complex topics to team members and partners. - Document and categorize support cases and notes in Salesforce - De-escalate high priority calls with partners and end users. - Report results of Beta Testing in Centercode to assist with development of numerous new projects

Design and teach dance classes for group and private lessons- Create full-length courses to empower dance students in various styles of movement- Strengthen core techniques to foster versatility and flexibility in students- Cultivate personal investment and fun in all styles of dance

London, United Kingdom

Notable Choreography Credits:Shards - Criterion Theatre 2015Much Ado About Nothing - Rose Theatre 2016Sylum - Summerhall (Edinburgh Fringe Festival) 2016Midsummer Night's Dream - Rose Theatre 2017Much Ado About Nothing - Controlled Chaos Theatre Company 2017

Madison, Wi

Create interactive e-learning modules for product suites- Meeting with subject matter experts to determine content- outlining and designing curriculum- creating and recording audio scripts- implementing finished products.

Verona, Wisconsin, United States

- Responsible for professional classroom training on updated medical documentation software to medical staff. - Scripted and designed E-learning lessons in Captivate. - Recorded and edited voice-over narration for E-learning lessons using Adobe Audition and Audacity. - Collaborated with medical subject matter experts to design a comprehensive training curriculum. - Met with Medical staff to evaluate and improve training workflows.

Rimbach, Germany

Teaching English, dance, and theater in a one-year position as Guest Teacher at the Gymnasium.I also directed the English theater group Center Stage in a full production, bringing students who had never been on stage before into a cast I am very proud of.

Lived with and supervised students in dorms as a Residence Advisor, led activities, programs, and trips, and taught ballroom dance, swing dance, and fencing as regular classes.

Master Of Arts (Ma), Ensemble Theatre

B.A., English

Activities and Societies: Norseman Band, Jazz II, Jazz III, Ballroom Club, Swing Club, Fencing Club, Quade One-Act Festival, As You Like.