Kyle Williams Email & Phone Number

Remote

Planned and prioritized improvements to our current platform.Worked closely with engineers to implement solutions to help with performance, compliance, and feature requestsMet with internal and external stakeholders for feedback on updatesUsed feedback from stakeholders to write requirements for our new platform

Denver, Colorado, United States

Created tools using Google Sheets make calls and compile data from both Metrc's and Flowhub's API to assist with troubleshootingCreated a process for granting API credentials to end-users, and created a tool in Google Sheets to generate API Keys in one clickCreated bug and feature requests after using Google Cloud Platform Logs, Mongo queries, and general product knowledge to reproduce the issue. Then helped prioritize those tickets to be addressed by engineersContinued to be a product expert, providing answers and workarounds for various individuals in the company. Created in-app messaging during outages, as well as in-app alerts for new features using Pendo

Denver, Colorado, United States

Ran reports and used Google Cloud Platform to investigate issues escalated by the Tier I teamReproduced and recorded issues to create JIRA tickets. Recorded feature requestsDetermined workarounds for known issues to ensure our clients could use the program efficiently. Became proficient with Postman and made API calls for both internal issues, Metrc errors, and 3rd party integratorsCreated an API driven sheet to compare clients sales in Flowhub to their sales in Metrc using Google Scripts within Google SheetsCreated a Google Sheet to help prioritize JIRA tickets to present to our Engineering teamCollaborated with other Tier II agents to determine when issues required immediate solutions and escalated the issues throughout the company accordingly. Communicated with Tier I agents to help answer questions to guide them to solutions for clients.Brainstormed with Engineers and Product Managers to solve issues and design future solutionsBecame a Flowhub expert

Denver, Colorado, United States

Responsible for inbound calls and emails to address client questions and issuesHelped provide workarounds for issues that required engineering work to fixConsistently fielded the most calls on the team per dayLearned about compliance using Metrc and Flowhub, to help advise customers on how best to utilize our software

Greater Denver Area

*Ensures client satisfaction by deploying customizations and bug fixes using SQL.*Acts as front-line of client communication to determine the customer's needs and put them into place.

Greater Chicago Area

Became proficient in operation and maintenance of major brands of desktop 3D printersTop sales performer overall, and consistently in the top three performers monthly. Maintained customer relationships, and provided exceptional ongoing customer support Created a macro driven Netsuite-to-Salesforce connector using Excel and reports from each systemOrganized internal information by creating the company’s internal wiki page using Google SitesRepresented Dynamism at various trade shows and conferences, using my interpersonal skills to generate new leadsPerformed basic CAD drawings to be 3D printed

Addison, Illinois

• Collaborated with other engineers while supporting various sales teams to create solutions to improve the IT infrastructure of clients using knowledge of a wide product base focused around Cisco and HP networking components. • Studied independently to achieve certifications including the Cisco Certified Network Associate and Cisco Certified Network Professional for Route/Switch. • Enabled sales team by communicating findings after closely working with technical installation guides, data sheets, marketing papers, and technical forums to gain knowledge of various networking product lines

Supervise and provide direction to two student workersCoordinate the set up for various meetings such as internal staff meetings and conferences

Attended weekly meetings with liaisons of all Greek groups at school and relayed information to my fraternity.

Taught new members traditions and values of the fraternity including Brotherhood, Community and Scholarship.

Augustana College

Collaborated with other undergrads to write and test code in C++ Identified and separated 2 neutron decay events in an experiment studying neutron rich particlesSelected to present at the Conference Experience for Undergraduates at the Nuclear Physics Division of the American Physical Society’s annual meeting in Newport Beach, California

Delivered and set up catered meals for functions and parties of various sizes