Milan Epps Email & Phone Number

Las Vegas, Nv, Us

El Segundo, California, United States

 Assisted in the recruiting process for new tech support specialists and tech managers. Developed and led training for new tech support members on the usage of technical tools including Zendesk, SQL, SalesForce, Google Slides, Google Sheets, and technical tools used to impersonate users and “ghost” into their accounts to assist. Developed weekly training decks to test and solidify team member knowledge and uniformity in troubleshooting best practices during weekly team meetings. Created product-agnostic customer satisfaction training modules for the entire tech support department that spanned 3 merged company tech teams. Drafted and regularly revised weekly work schedules for entire tech support team based on department and staffing needs. Ensured accuracy of timecards for 11 tier 1 direct reports during every pay period. Ran reports to perform analysis of how best to allocate team staffing during elevated customer volumes. Spearheaded weekly product knowledge reviews for entire tech support team to maintain standard operating procedures and best practices. Identified individual and collective team member areas for improvement and guided each member toward clear and measurable progress within a predetermined timeframe. Served as escalation point for support, success, and sales team members when handling difficult cases. Drove solutions for complex technical issues and created documentation. Collaborated with leadership to share common issues and open escalations with external teams. Compiled and analyzed individual and team metric data to create reports and compose and deliver semi-annualperformance reviews for 11 direct reports within the tier 1 technical support team. Coordinated with senior manager and technical support director to surface ticket trends and common customer pain points for product teams. Built an HTML-based training module to understand the steps for troubleshooting technical issues. Escalated tickets through Jira

El Segundo, California, United States

 Produced clear and concise documentation for internal and customer-facing product help center and providedregular updates to coincide with feature updates and new iterations. Streamlined search functionality and tagging to create a more accurate and efficient document-searchingexperience. Collaborated with UX and product teams to gather technical details about new and updated features and draftedfrom scratch documentation and feature walkthroughs. Maintained a running log of consistent updates through a Google form submission process. Documented and investigated solutions to technical problems of a complex nature Coordinated with product and engineering teams to download, translate, write, and publish documentation on newand existing product procedures, implementations, deployments, and workflows. Provided tier 1 technical support for 60% of a normal workday.

El Segundo, California, United States

 Provided tier 1 technical support to current and prospective customers through chat (up to 3 concurrent livechats), video calls, email, and phone. Triaged internal and external support requests to provide optimal support based on severity in a timelymanner. Reported incidents of downtime in a timely manner. Deployed Chrome-based extensions within a virtual Windows environment Deployed proprietary software to iPads using the JAMF MDM platform

Los Angeles, California, United States

 Self-taught basic and intermediate C# game programming concepts and code application. Conceptualized game ideas and art style. Integrated different plug-ins to enhance user experience and overall gameplay. Designed and implemented core game mechanics using Unity game engine and C# programming language. Illustrated game sprites and background art. Improved gameplay and user experience through continuous code debugging. Self-launched my own mobile game app to both the Google Play Store and App Store.

Penetration Testing

Cybersecurity training focused specifically on penetration testing using tools like Kali Linux, Python, theHarvester, portscanning, Nmap.

Bachelor Of Arts - Ba, Kinesiology And Exercise Science