• Investigating customer production issues that our global support organization cannot resolve and provide solutions or create product bugs to be addressed• Presenting analytical data to various development teams with regards to the performance and availability of their services and work with them on triage plans to drive quick resolutions for our biggest problems• Training members of our support organization in troubleshooting strategies for new or modified features/functionality• Developing and implementing new team processes to improve cross team collaboration• Maintaining thorough documentation for the products that are in my area of focus - Platform applications

• Planned, designed, and executed functional, performance, and load test plans for new and existing features• Participated in product and feature design with developers and product managers• Triaged, tracked, and managed resolutions for software bugs• Identified, documented, and mitigated security risks in areas of focus

• Collaborated with clients and internal teams to deliver agreed upon solutions• Audited client integrations, with the SFMC platform, to identify areas for process optimization or reconfiguration• Gathered business requirements and completed performance testing to advise on optimal solutions• Managed executive level escalations• Travelled to present customer recommendations onsite

• Managed critical system events across the global platform• Performed root cause analysis for application and environment issues• Maintained thorough knowledge documentation for problem resolutions• Managed complex software deployment processes

•Ensured customer satisfaction by providing phone and email support to clients, partners, and employees•Delivered quality resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions•Presented technical information to both technical and non-technical audiences•Collaborated with internal and external contacts to drive product improvements and enhancements on behalf of clients