Mitch Glass Email and Phone Number
Mitch Glass work email
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Mitch Glass personal email
Customer Experience Guru with a loads of experience working with everyone from single customer accounts to Multi-Million user based accounts. I've had the great opportunity of leading a small team of Integration Specialists within the Educational Technology space for several years. I m ready and willing to put my money where my mouth is and jump into the work trenches with my team when needed. I've done everything from Training, Documentation Creation, Account Management, Quality Testing, Direct Customer Support and beyond.
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Ohio UniversityColumbus, Oh, Us
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Application System Analyst IiiOhio University Oct 2022 - PresentAthens, Ohio, Us
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Integration Support SupervisorMcgraw-Hill Apr 2019 - Nov 2022New York, Ny, Us• Supervise a team of 12 Integration Support Associates, 6 Integration Specialists and 1 Pilot Coordinator.• Responsible for maintaining the cross-functional relationship between Integration Customers, Sales, Support and Development teams.• Create essential reporting and analytics based on team metrics to assist in agent development and to provide higher management overall team performance data.• Responsible for the new hire onboarding and training process, and continuous mentoring of current team members.• Partner with management in the development of the team’s overall strategy to ensure that all projects are prioritized to fit both customer and business needs while maintaining quality and meeting deadlines.• Ensure that development teams are apprised of customer facing issues and requests and help provide any crucial data• Lead in the creation of the Integration Support and Pilot Teams training, user facing and internal documentation. -
Integration Support SpecialistMcgraw-Hill Feb 2018 - Apr 2019New York, Ny, UsWork directly with school administrators on solutions for their integrations and roster automation processes. Troubleshoot roster files including proprietary files, OneRoster 1.0 and 1.1 formats. Solution problems using a multitude of database and administration tools while communicating with and training our customers as needed. Using outside the box methodology to review existing issues and attempt to prevent issues before they occur. Assist with documentation and training practices for both our team as well as providing insight and knowledge of our team’s workflows and purpose to other teams. Work with our sales teams to provide pilot access to new products to potential and existing customers. Work with other teams to help bridge any gaps that may present themselves between customer facing and development teams.
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Digital Product SpecialistMcgraw-Hill Feb 2016 - Feb 2018New York, Ny, UsCoordinate with internal teams to provide high level customer support to our customers. Log and track customer calls and reported defects in tools such as SalesForce.com and JIRA. Assist with new Integration processes such as Bulk User Import and Single Sign-On Coordinate with development teams to identify, report, track and fix customer reported issues Communicate resolution of customer reported issues to Tier 1 support through SalesForce.com. Assist with documentation and training practices for both our team as well as providing insight and knowledge of our teams workflows and purpose to other teams.
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Digital Technical Support Rep / Team LeaderMcgraw-Hill Jan 2014 - Feb 2016New York, Ny, UsObserve, evaluate, and coach both Tier 1 and Tier 2 representatives in a software support setting. Assist with call, email, and chat based queries on a broad base of product lines including web, CD, and LAN based software. Diagnose issues with both software and server hardware as presented by customers. Act as an interdepartmental liaison with developers and product managers on topics such quality of products, bug and deficiencies, as well as forwarding enhancement requests posed by customers. Assist with training representatives on both current and upcoming product releases. Actively monitor phone queues and agent statuses to ensure productivity throughout the day.
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Dental SpecialistU.S. Army Reserves Aug 2004 - Aug 2016
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Executive Service Team MemberSafelite Solutions Aug 2011 - Sep 2013
Mitch Glass Skills
Frequently Asked Questions about Mitch Glass
What company does Mitch Glass work for?
Mitch Glass works for Ohio University
What is Mitch Glass's role at the current company?
Mitch Glass's current role is System Admin at Ohio University.
What is Mitch Glass's email address?
Mitch Glass's email address is mi****@****ion.com
What skills is Mitch Glass known for?
Mitch Glass has skills like Customer Service, Management, Sales, Microsoft Excel, Strategic Planning, Project Management, Sales Management, Negotiation, Team Building, Leadership, Technical Support, Help Desk Support.
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