Janice B. Email & Phone Number

Concord, Nh, Us

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 senior managers to facilitate the training and onboarding of their respective data sets.Successfully initiated and established a comprehensive support quality review program, encompassing the definition of quality metrics, the establishment of a structured coaching cadence, and the training of support managers in the effective utilization of the program for their direct reports.Orchestrated the seamless transition to a new ticketing software platform, ensuring a smooth internal migration process.

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 engineering teams.

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 impacting events.

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 documentation across several platforms.

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 Catchpoint, advising on email best practices to enhance inbox placement and reduce bounces. Compose detailed escalations for NOC and working directly with engineering teams to keep customers informed through issue lifecycles. Maintaining strict confidentiality and security measures regarding customers accounts. Recognizing opportunities for documentation improvement and creating Case Processes to better document existing tasks or new responsibilities.

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 seasoned technicians using quality evaluation standards. Handled support center staff scheduling. Work autonomously to pre‐screen and interview potential support staff. Confirmed employee adherence to company policies and minimum acceptability requirements through formal improvement plans and corrective action. Responded to and resolved customer issues and escalations from technicians in the support center. Recognized as a fantastic communicator both internally and with customers and drafted portfolio-wide root cause analysis for outages.

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 positive relationships with our most important clients and identified development needs for customer satisfaction. Prevented loss of customer who had frequent AP issues: monitoring site, followed up and identified a power issue trend which was resolved by shipping the site a simple power solution to keep AP’s plugged in.

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 troubleshooting methodology to resolve issues quickly and effectively. Recognized for strong focus on customer service, accurate documentation/data entry, troubleshooting skills and ability to build rapport with clients. Also completed 6 on site installations as a Room Manager and promoted to leadership position shortly after.

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.