- Manage the architecture of Zendesk for two separate instances – supporting 700+ enterprise licensed agents, 4,000+ light agents, 40 brands, 150+ groups, and 1000+ triggers/automations/macros- Collaborate regularly with department heads across the organization to discuss efficiencies in an omnichannel capacity- Leverage industry trends and data metrics to build efficiencies for inner-departmental workflows that lead to a more positive end-user experience- Collaborate with Data Scientists to analyze ticket usage/workflows and compare to industry trends- On-going discovery for the current system and future products- On-going training for current systems and new systems/standards emerging within the industry- Competitive analysis to benchmark system functionality versus pricing- Regular inventory of systems to stay ahead of licensing needs and anticipation for upgrading to new software or end-of-life current software- Audit API calls for endpoint validity and usage- Study and audit the architecture of existing Zendesk environments- Collaborate with other sysadmins to streamline processes/workflows between different company platforms (SalesForce, Netsuite, Box, Lucidchart, Zapier, 1Password, OKTA, Oomnitza, Smartsheet, Zendesk, Slack, Jira, Calendly)- Integrations with OKTA, JWT, Tymeshift, Geckoboard, Jira, Lessonly, SweetHawk, DigitalGenius, Ada, AnswerBot, Slack, Assembled and Playvox- Support investors’ needs for creation of new brands within Zendesk during acquisitions- Collaboration with counterparts in sister company to standardize workflows across siloed ticketing systems- Leverage API for handling bulk jobs and systematic changes- Ada Chatbot manager/builder- Consolidate multiple instances of various applications for cost and security purposes

- Compile and analyze Zendesk ticket data to customize and streamline the customer-facing chat bot, ensuring a 75% containment rate and a reduction in generated tickets- Manage user access to Ada Dashboard, including creation of accounts and designating roles- Design and launch Ada chatbot- Develop robust knowledgebase of 450+ Answers/Responses - 82% Containment Rate- Automated Resolution Rate of 63%, highest within industry and among the highest of all Ada customers- Work with Product Support teams to continually improve bot and ensure content is fresh and informative of new features- Integrate Zendesk ticketing and chat within Ada for seamless customer experience

- Proactively drive product knowledge throughout the Product Support department to onboard new hires- Assist in development and maintenance of comprehensive training programs- Direct and work collaboratively with the team to improve the overall effectiveness and efficiency of processes- Work collaboratively with the team and other departments to drive change, improve processes, facilitate standardization, and resolve escalations- Monitor key metrics that balance employee satisfaction, quality customer service, and the overall customer experience- Creation and maintenance of a robust, client-facing, well-written, and easily accessible digital reference library, containing documentation on product functionality, FAQs, and essentials for ongoing professional development- Serve as an SME to product-related questions from internal teams on an ongoing, on-demand basis

- Assist customers via omni-channel capacity- Create workflows and procedures to increase agent efficiency- Prioritize timely and accurate customer resolution- Evaluate current intake processes and collaborate with the technology team to support third-party integrations with Edgenuity’s proprietary software- Maintained company and client knowledge base through page-embedded support and curation of wiki posts- Leverage Zendesk chat, Support, Guide, Talk, Explore, Netsuite, LMS, Genius SIS and proprietary Edgenuity tools to assist in customer experience

Helped work on the creation of 3d art assets using Autodesk 3dsMax, as well as 2d art using Adobe Photoshop.