Customer Support Engineer
Interfaced with 6 customer teams through day-to-day issues, upgrade and scalability planning, environment strategy, and platform migrations. Provided after-hours assistance for critical production issues.- Executed research and design of a new business continuity portal for documentation and reporting; product will standardize review process for ~400 organizations- Managed project implementation from scoping through go-live- Mentored and coached 3+ new team members- Lead internal responsiveness initiatives, improving team-wide support KPIs- Developed features and minor bug fixes for internal dashboards and process tools- Served as subject matter expert for customer Disaster Recovery best practices- Orchestrated an annual food drive; increased donations by 100% over a 2-year period,totaling 25,000 meals ($8,000)
