Janice B. Email & Phone Number

Key Accomplishments:Developed and implemented new support data metrics, including the introduction of previously unavailable metrics such as "First Touch Resolution."Provided oversight and leadership to a team of data scientists, directing the creation of internal data utilizing advanced Machine Learning techniques. Collaborated closely with Service Team.

Manchester, New Hampshire

Troubleshooting and resolving advanced issues that have been escalated through the teams including UI and API issues, email delivery questions, documentation opportunities, and third party transitions. Subject matter expert in SSO integrations and email delivery set up and troubleshooting. Multiple high profile VOC assignments with Product Owners and.

Manchester, New Hampshire

Actioned changes within the parameters of the Change Management Process. Changes included creating, modifying and running scripts on the DNS and Email Delivery platform, reproducing issues, improving documentation, and interacting with responsible service teams. First line of defense for all alerting and escalations across service teams and customer.

Manchester, New Hampshire

Maintained the responsibilities of my previous Tier 2 Technical Support role while also becoming a subject matter expert in Oracle OCI products and technologies, SAML integration with Dyn services, secondary DNS, WAF services, and educating customers in efficient use of the API. Trained both new and seasoned employees on these topics. Built and improved.

Work directly with customers to implement and maintain complex DNS and Email solutions. Troubleshooting includes but not limited to: assisting with setup and troubleshooting of advanced traffic routing and failover services, assessing DNS propagation using a variety of resolution tools in combination with third party software such as Logz.io and.

Managed a team of 6 ‐ 20 employees including technicians, engineers, and coordinators. Improved customer focus and morale. Drafted and implemented team meetings. Built training material and scripts from the ground up and trained the entire Support organization staff on policies, processes, and best practices. Provided training and coaching to new and.

Identified an opportunity within the company for proactive reporting, customer communication and analytics where none had existed before. Demonstrated company products and advantages. Completed new customer training on Single Digits software and introduction to support. Worked with specific management companies daily to review data and trends. Built.

Manchester, NH

Worked in a fast paced environment to provide exceptional support to a high volume of callers. Assisted those callers with internet connection issues, including VPN connectivity problems, outgoing email issues, Wi-Fi and Ethernet connectivity problems, connectivity speed issues on most types of mobile devices and desktop operating systems. Used sound.

Key, verify and process client's payroll, company changes, deductions, garnishments; handle confidential information; provide customer service in client inquiries and assist in resolution of problems. Interacted with internal departments and outside vendors to troubleshoot and complete requests.