Liam Hession Email & Phone Number

- Driving org changing initiatives that uplevel the function- Leading, mentoring, and coaching the best Tech Support Team in the biz- Fostering a collaborative and growth-oriented environment- Developing top tier support reps by setting clear performance goals, expectations, and KPIs - Handling escalated concerns, providing expert guidance and ensuring thorough and effective problem resolution- Continually assess and enhance processes and with an intent of streamlining operations and enhancing the customer experience.- Collaborate closely with cross-functional teams to address technical concerns and provide input for product enhancements.- Proactively gathering feedback, data, and insights to internal stakeholders to contribute to the continuous improvement of Drata’s products and services.

- Driving Support Operations leveraging systems like Intercom, Jira, Notion, Vidyard, Retool, to name a few- Handling Daily Customer Inquiries and Escalations- Manager to 9 stellar TeammatesSkills: Identity & Access Management (IAM) · SAML 2.0 · CLI · Datadog · Jira · Azure Active Directory · Amazon Web Services (AWS) · Google Workspace · Human Resources Information Systems (HRIS) · OAuth · VMware · Multi-factor Authentication · Analytics · Log Analysis · Salesforce Lightning · JumpCloud · SQL

- Resolving 400+ live chats/month- Supporting Strategic, Enterprise, Scale customers- Querying, analyzing application logs, JSON to identify remediation steps for customers (Datadog)- Reproducing, escalating UI/UX, Backend API, DB inconsistencies to Engineering, QA (Jira, GitHub) - Running CLI commands to initiate ad-hoc integration syncs, retests, and DB updates (Terminal) - Submitting feature requests, summarizing feedback for Product review (Productboard, Jira) - Navigating, editing AWS RDS/Aurora databases on request (Sequel Pro, PostgresSQL, Retool) - Recording personalized videos of step-by-step workflows to unblock customers (Vidyard)- Troubleshooting, documenting 100+ integrations, including: Okta, Microsoft 365, Google Workspace, OneLogin, AWS, GCP, Azure, GitHub, GitLab, Azure DevOps, Intune, Jamf, Kandji, Hexnode, Rippling, JumpCloud (Mac, Windows, Linux), Jira, ServiceNow, Asana, Datadog, New Relic, Merge.dev, Gusto, Workday, ADP, Rippling, Paylocity, Checkr, Certn, Curricula, KnowBe4 Support Operations - Introducing attributes, macros, tags for metrics collection - Surfacing optimizations within inbox for conversation routing via Rules - Creating custom reports for understanding metrics, ideal hours for 24/5 Agent shifts - Working with Engineering to deflect 2.5k conversations/year (17% overall volume)Skills: Identity & Access Management (IAM) · SAML 2.0 · CLI · Datadog · Jira · Azure Active Directory · Amazon Web Services (AWS) · Google Workspace · Human Resources Information Systems (HRIS) · OAuth · VMware · Multi-factor Authentication · Analytics · Log Analysis · Salesforce Lightning · JumpCloud · SQL

San Diego, California, United States

- GoSite Product Pro- Bug Hunter- Feature RequestsHandling ticket escalation pipeline for customer-facing teams

- GoSite Product Pro leading and coaching the team on technical and product inquiries- SEO Savant- Web Guru well versed in DNS, and developing and launching client websites- Constantly analyzing systems, refining processes, and improving workflows so that my team and the GoSite organization can effectively scale

San Diego, California, United States

- Identifying Issues that Impact Customer Engagement and Our Workflows

Dallas/Fort Worth Area

• Investigate and Dissect Bugs for our Engineers• Produce Product Proposals and Drive Product Changes• Implement Standard Operating Procedure for Technical Team • Produce Educational Resources and Conduct Team Training • Manage Tier 2 Support for Internal and External Teams

San Francisco Bay Area

• Reduced User Friction when Initiating and Maintaining Data Connections• Debugged Technical Issues• Served as the Internal and External Point of Contact for Technical Issues

San Francisco Bay Area

• Addressed Customer Issues through Email & Phone Contact• Analyzed Customer Conversations to Identify Policy or Product Trends• Developed a Reputation as the Go-To for Technical Support• Put the Inbound Phone Line in a Coma

Santa Cruz, California

I started Easy Rider in my backyard. I initiated startup business licensing, established the company's online presence, managed financial accounts, secured radio and print advertising, and carried out private and group lessons for all customers.

Santa Barbara, California Area

- Produced Marketable Content and Managed Social Media Pages for Multiple Clients- Researched, Identified, and Capitalized on Market Opportunities- Performed Occasional Administrative Tasks

Santa Barbara, California Area

• Provided customers with prompt, friendly service• Managed the sale of tickets to various events• Maintained records of sales• Handled cash and credit exchanges

Santa Barbara, California Area

I worked part-time for the Fess Parker, Double Tree Hotel in Santa Barbara's Downtown waterfront area. As a service attendent, I worked as a Bellman and Valet for the front desk.

Santa Cruz, California

• Generated and Qualified leads • Assisted in client targeting campaigns and carried out initial consultations• Maintained regular client relations• Updated and Improved Company Website and blog• Served as representative at various solar fairs and festivals

San Mateo, California

• Managed bag room• Maintained relationships with club members• Satisfied caddy requests

Redwood City

• Bagged groceries and assisted customers• Greeted customers and maintained customer relationships• Maintained store cleanliness

Bachelor’S Degree, Environmental Science

Activities and Societies: • Alpha Tau Omega Fraternity - Member • UC Santa Barbara Surf Team - Member • UC Santa Barbara Surf Club.

Certificate, Technology Management Program

Completed the Technology Management Certificate consisting of classes focusing on Entrepreneurship, Marketing, Business Strategy.

Minor, Digital Communication And Media/Multimedia

Completed courses in Writing for Sustainable Business, Writing in the Community, Grammar and Stylistics, and Public Discourse, focused.

Environmental Science

Studied history, culture, and environmental science in the Patagonia region of Chile from January to April 2017. Backpacked throughout.

Diploma, Everything

Activities and Societies: Green Club, swimming, water polo, newspaper editor, student government3 year President of Green Club.