Michelle E Perz Email & Phone Number

Act as a domain expert and provide recommendations and execution support into various practices within Red Hat, including but not limited to Customer Success and their role in the company initiatives and their relationship with the Sales organization, Customer Support and how to ensure readiness for new offerings, Escalation Management and providing excellent customer experience, as well as various other internal groups who need guidance.

- Managed a global team of technical and senior technical resources on Ansible by providing - Continuous feedback around performance - Opportunities to discuss development at weekly 1:1 meetings - Technical expertise on tickets when needed - Updates on team-level and general organizational changes at weekly stand-up meetings- Collaborated with other product teams within RedHat to create processes around support interactions- Handled customer escalations- Created training content to facilitate cross-training for internal employees.

- Continued to support customers through the ticketing system with issues related to Ansible/Ansible Tower- Acted in a team lead capacity by providing mentoring, ticket feedback, and general backup to newer associates on the team.- Assisted in the migration from Zendesk to Salesforce to ensure a relatively smooth transition for existing and newer customers.- Presented at both AnsibleFest and RedHat Summit in 2016 and recorded a tech overview for RedHat training.

-Provided support to Ansible Tower pre-sales, basic, and enterprise customers on any issues related to their instances. -Facilitated twice-monthly webinars on Introduction to Ansible Core on a rotating set of Ansible examples.

-Maintaining HRIS integration with Learning Management System -Creating automated reporting -Onboarding new learners and instructors-Creating product documentation

 Spearheaded the launch of a new technical program abroad by facilitating the first wave of new hires from classroom to nesting. Proactively created and delivered training materials, QA metric requirements and completion criteria. Produced and delivered over 300 hours of technical training to multiple hiring ramps of new Application Analysts on troubleshooting, administering, configuring and deploying the Blackboard 9.1 LMS in a classroom environment. Closely assisted Windows and UNIX administrators to provide resolution to any issues related to their Blackboard systems and analyzed portions of Blackboard code to gain a better understanding of program architecture.

Associate Of Arts And Sciences (Aas), Video Game Programming And Design

Ms. Ed, Education

Bachelor Of Arts (Ba), History