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My focus as a Support Technical Consultant encompasses providing a hybrid level of technical support and project management to customers. I serve as an escalation point for Customer Support Representatives. I also work in tandem with Customer Success and Engineering to ensure all project deliverables are completed on time and as expected.
During my recent tenure at Demandbase as Quality Assurance Engineer, I developed and honed my skills in software testing, quality assurance, and test automation. I have a proven track record of integrating seamlessly with development teams, emphasizing early testing, continuous integration, and delivery to accelerate product releases without comprising on quality.
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Support Technical ConsultantMitratech May 2024 - Present• Provided end user technical support for application issues, resolving over 400 cases within first 6 months. • Served as escalation point for Tier 1 Customer Support Representatives, ensuring timely resolution of complex issues. • Developed and maintained technical documentation, knowledge base articles, and training materials.
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Software Engineer In TestDemandbase May 2023 - Dec 2023• Developed and implemented data quality standards, policies, and procedures and ensured their use companywide. • Created validation test plans, test reports, and reviewed with relevant stakeholders. • Managed release cycle, compiled test reports for both frontend and backend, and hosted Release Go/No-Go Meetings. • Served as Salesforce administrator overseeing multiple sandbox instances, adeptly generating and managing test data to support system testing and development initiatives. • Conducted comprehensive onboarding sessions for new team members and facilitated weekly internal meetings to demonstrate product functionalities and features. • Evaluated and contributed feedback on Technical Design Documents (TDD) and other various technical documentation. • Engineered Continuous Integration/Continuous Deployment (CI/CD) pipelines for multiple repositories to streamline development workflows and enhance deployment efficiency. -
Quality Assurance EngineerDemandbase Jan 2018 - May 2023San Francisco Bay Area• Triaged customer support issues, logged bug tickets, and identified solutions. • Collaborated with product managers, designers, developers and other team members to identify and implement tests. • Served as a key member of a 9-month project combining two large platforms and ensured all requirements were met. • Established and maintained automation test suites for both pre-production and production environments. • Developed comprehensive training programs and authored user-friendly documentation to facilitate seamless adoption of automation tools. • Created and distributed reports for automation test results, JIRA ticket volume, and product usage. • Performed automated testing procedures, meticulously reviewed outcomes, and promptly escalated any identified issues for resolution.
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Data Quality AnalystDemandbase Nov 2016 - Jan 2018San Francisco Bay Area• Maintained data governance processes to maximize data accuracy, completeness, and consistency.
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Business Development ManagerRimini Street Jun 2014 - Jul 2015Pleasanton, California, United States• Established relationships in new accounts and identified the right key stakeholders to regularly engage. • Managed incoming inquiries and meticulously vetted leads to ensure optimal alignment with organization objectives. • Consistently surpassed lead generation with a steady stream of high-quality prospects over consecutive quarters. -
Team Lead, Archiving ServicesRimini Street Dec 2013 - Jun 2014Pleasanton, California, United States• Supported new clients in the onboarding process, optimized archiving design and scope, and ensured client satisfaction.
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Lead Project Administration SpecialistRimini Street Oct 2009 - Dec 2013Pleasanton, California, United States
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Data Management Team LeadRimini Street Jun 2008 - Oct 2009Pleasanton, California, United States
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Data Management RepresentativeRimini Street Feb 2008 - Jun 2008Pleasanton, California, United States
Ryan Charland Skills
Ryan Charland Education Details
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California State University - East BayOption In Marketing Management
Frequently Asked Questions about Ryan Charland
What company does Ryan Charland work for?
Ryan Charland works for Mitratech
What is Ryan Charland's role at the current company?
Ryan Charland's current role is Support Technical Consultant.
What is Ryan Charland's email address?
Ryan Charland's email address is ry****@****eet.com
What is Ryan Charland's direct phone number?
Ryan Charland's direct phone number is +170286*****
What schools did Ryan Charland attend?
Ryan Charland attended California State University - East Bay.
What skills is Ryan Charland known for?
Ryan Charland has skills like Enterprise Software, Salesforce.com, Project Management, Crm, Cloud Computing, Sales, Business Development, Data Management, Management, Team Leadership, Microsoft Office, Leadership.
Who are Ryan Charland's colleagues?
Ryan Charland's colleagues are Domokos David Gal, Vivek Kumar, Henry Umney, Akash Pawar, Amita Samrat Kollurkar, Israel G., Marco Zuniga.
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