Nicholas Mcintyre Email and Phone Number

• Manages escalated calls with hypercare customers, providing timely and effective resolution to their issues and ensuring their satisfaction. Joined daily scheduled calls with a customer to review their cases until resolution, resulting in a 41% backlog reduction over a several week period• Provides constructive feedback through peer reviews to improve case handling and technical knowledge of team members, resulting in a 10% increase in customer satisfaction scores• Authors and approves public-facing knowledge articles for release, ensuring accuracy and completeness of technical documentation for internal and client audiences• Demonstrates strong cross-functional collaboration with teams spanning Developers, Site Reliability Engineering, Customer Value Directors, and Senior Managers to proactively address and resolve client issues, while driving optimal outcomes in cross-departmental projects for TPRM product

• Employed de-escalation efforts to reduce a key client's overall backlog by 30%, resulting in improved customer satisfaction and streamlined processes• Coordinates an ongoing bi-annual project with the Site Reliability Engineering team to renew SSO certificates for Production environments, impacting over 40 clients• Authors customer-facing knowledge articles to enhance product literacy• Business Event Monitoring of customer production environments

• Conducted cybersecurity research alongside Penn State faculty on topics ranging from IT policy to the impacts of facial recognition AI• Researched NIST Common Vulnerability Scoring System to score vulnerabilities of IoT devices• Researched cybersecurity events that impacted municipalities

• Developed an online survey to assess the cybersecurity readiness of Pennsylvania's 2,576 municipalities as part of a $50,000 grant from the Center for Rural Pennsylvania• Developed a survey as a part of an application for IoT users to assess their device security and create an inventory of their IoT devices

• Supervised Front End employees• Managed Front End supply and product inventory• Rewarded for exceptional customer service through the Extra Mile Program• Created and modified customer loyalty accounts