Kristie Lauborough Email & Phone Number

Completed configuration of the Thentia Cloud platform to meet the needs of client regulatory boards. Assisted with quality assurance testing. Worked closely with developers to ensure custom work was completed.

Chicago, Illinois, United States

Assisted clients in implementing the PowerReviews solution including:- Ratings & Reviews- Questions & Answers- Social IntegrationThe PowerReviews solution is built on an API with a Javascript front end and required clients to add code to their site. As a Technical Implementation Consultant, I provided the technical expertise from the signing of the contract to the time the client went live with our software. This required significant coordination between multiple internal and external stakeholders.Technologies used:- HTML- CSS- JavaScript- API- Internal import tools utilizing .csv files- Wyng- Shopify (including professional services)- Google SEO

Greater Chicago Area

Previously Senior Technical Support Engineer & Technical Support Engineer

San Francisco Bay Area

NOTE: During this time, PowerReviews was purchased by Bazaarvoice. Company was divested in 2014.Provide direct support to clients via email and ticketing system for Bazaarvoice's PowerReviews SaaS application including reviews, social answers, and social commerce media features, log issues into JIRA and drive engineering resolution, troubleshoot client HTML and CSS, write and edit knowledge base articles, maintain ticketing system (Parature, Salesforce), write customer-facing documentation and assist in official documentation review, manage support for EMEA partners and clients

Provided enterprise-level technical support to customers, managed the IVR phone system including call monitoring and design, worked one-on-one with other departments (Sales, Engineering, Product Management) to coordinate resolution of customer issues, reproduced and reported customer issues in a timely fashion, assisted client with troubleshooting Active Directory configurations including ADAM installation, took responsibility for the Client Services department on the departure of their administrator and managed an offshore team to ensure all orders shipped on time, trained and supervised an offshore technical support team of about fifteen engineers including covering Salesforce and all support policies and procedures, managed customer-facing FTP site, handled escalated issues including irate customers and advanced technical cases, used Salesforce to log all customer issues and run reports on demand, drove process creation and wrote many new procedures for Support and Client Services.