Matt Mickle Email & Phone Number

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

• Recruit and manage team of implementation consultants in EMEA
• Contributed to the policies and procedures for solution development
• Manage strategic customers in EMEA for the Automotive and Semiconductor vertical
• Handle customer and internal escalations to resolution

Amsterdam, North Holland, Netherlands

• Built tools and established practices for the consulting and solution architecture
• Involved in all key customer and prospect relationships in EMEA
• Focused on Automotive and developed expertise in automotive functional safety
• Migrated and updated industry frameworks from single source to independent
• Built solutions program workbook to help guide customer implementations

Amsterdam Area, Netherlands

• Migrated to Amsterdam to help establish and grow EMEA headquarters
• Served as primary solution architect supporting Sales team through application demos, RFPS, trials, and scoping.
• Presented strategic webinars, user groups, and Jama conventions
• Supported and managed multiple enterprise level customer implementations
• Subject matter expert across verticals in industry best practices with focus on Automotive
• Managed multiple large migration projects and tool validation projects

• Facilitated application and best practice training for new customers
• Managed a portfolio of 30-60 ongoing projects concurrently
• Traveled onsite with customers regularly to facilitate week-long workshops
• Created and updated content related to application and industry best practices
• Built internal resources for enablement of the consulting team and customers
• Subject matter expert for technical consulting and all integration platforms

Portland, Oregon Metropolitan Area

• Developed key relationships and provided technical support to high-value customers
• Led initiatives such as Jama health checks, Trello, and customer thermometers
• Owned the implementation of the Symphony HPQC connector for clients
• Authored guides for complex software integrations and technical processes
• Co-developed process for hiring and onboarding new support engineers

Portland, Oregon Area

• Customer email and phone support for Shopigniter clients
• Technical support for Shopigniter applications for both internal and external stakeholders
• Managing ticketing system and communication between external and internal stakeholders
• Metrics for internal statistics in regards to support resolution rates via Zendesk
• Metrics reporting regarding platform statistics across clients
• Analytics reporting for platform and application statistics for clients on Facebook insights, Google analytics, and internal statistics via SQL reporting.

• Escalations in IT for Movie Gallery, Hollywood Video and Game Crazy Stores
• Performed troubleshooting in the Hollywood/MG point of sale system at an escalated level.
• Trained the support team on technical support issues and store partners on policies and procedures, including creating or updating training documentation to be clear and concise.
• Responsible for Network troubleshooting and the provisioning of service to the field.
• Managed a call queue, keeping support associates informed and prepared to help the field.
• Interacted with other internal departments and the field ranging from District Managers to Business Owners, to SVPs in order to communicate, escalate and resolve issues effectively.

Inbound Support for Hollywood Video and Game Crazy Employees