Riley Madden Email & Phone Number

San Francisco, CA, US

San Francisco, California, US

San Francisco, California, US

As Senior Technical Support Engineer, I lead the charge in diagnosing and resolving complex issues related to integrations, custom configurations, and features. Leveraging my expertise, I own the end-to-end resolution process, ensuring seamless customer experiences.Key Responsibilities and Achievements:Zendesk Administration and Optimization: Administering.

Sydney, NSW, AU

During my tenure at Atlassian, I served as a Support Engineer 2, contributing to the company's mission of unleashing the potential of every team. In this role, I was responsible for investigating, managing, and resolving tickets related to system and integration issues, ensuring smooth operations for our diverse clientele.Key Responsibilities and.

Amsterdam, North Holland, NL

• As a Technical Support Engineer, I acted as the first interface for our technical customer base to assist with technical inquiries. I also became the primary technical contact for large enterprise account (McDonald's).
• Analyzed and resolved technical issues related to APIs, systems, and integrations
• Streamlined workflow by automating manual processes with Python, reducing reliance on Developers
• Provided expert consultation on integration best practices and system features utilization
• Collaborated closely with Product Development teams to identify and troubleshoot bugs, and provide customer feedback
• Advocated for both customers and internal products to ensure superior quality of service

Folsom, CA, US

• As the Lead System Support Analyst, I acted as the lead contact for strategic customers and assisted them in troubleshooting various issues. My responsibilities included:
• Troubleshot and provided data-driven solutions to customers using SQL and API knowledge, improving customer satisfaction
• Liaised with the Development team to foster productive relationships with customers, resulting in improved communication and efficiency
• Ensured seamless implementation of version deployments through effective management strategiesImproved overall communication and efficiency by co-creating process documentation with customers
• Conducted quality assurance reviews of translated documents in English to maintain accuracy and consistency for customers

Folsom, CA, US

Folsom, CA, US

North Haven, CT, US

• As the Service Agent and Support Specialist, I was the first line defense for incoming audiovisual help requests from customers and technicians. My duties included:
• Managed audiovisual service requests from initiation to resolution and billing.
• Provided troubleshooting procedures and resolutions for audiovisual systems and equipment.
• Coordinated and dispatched on-site resources for further troubleshooting and resolution.
• Liaised between vendors, customers, and company resources.

Irvine, California, US

• I was the on-site AV technician responsible for maintaining and upgrading conference room technology and telephony.
• Maintained and installed AV technology for 120 conference rooms including projectors, T.V. displays, microphones, video conferencing, and telephones.
• Provided setup and support for meetings and conferences.
• Worked with contractors and vendors to facilitate installation of new AV technology into conference and training rooms.

Seaside, CA, US

• During my time in college, I worked as a Student Technician for the IT and AV departments supporting students, staff and faculty, and classrooms. My responsibilities included:
• Installed and assembled electronic classroom technology including projectors, computers, interfaces, and rack-mounted systems.
• Remotely monitored campus-wide projector usage using software.
• Created walkthrough guides for using projection devices in classrooms and for configuring projector monitoring software.
• Delivered Help Desk support for Mac/PC computers in hardware and software.
• Delivered Classroom support for projection and projection source devices.

Seaside, CA, US

• I was a math tutor for the school's official student-run tutoring program.
• Led individual, group, and class lessons in multiple courses including: Pre-Algebra, Geometry, Calculus, Finite, and Discrete Mathematics.
• Prepared custom lesson plans and work sheets for students of varying mathematical skill.
• Trained new tutors in various tutoring tactics and strategies.

• I've worked for a number of years as a freelance Audio technician for concert venues and theaters.
• Engineered microphones, lighting, projection, and stage setup.
• Mixed front of house and monitor boards.
• Integrated technology into live performances/presentations.
• Supported and assisted international artists.

Bachelor Of Science (Bs), Mathematics

Education record