Ryan Mcentee Email & Phone Number

San Francisco, California, Us

* Administer frontline technical support via email and via live video conferences/screenshares covering topics both in the user interface and in the server backend * Utilize Linux command line to create and run scripts covering the installation of the software along with prerequisite Linux software package dependencies, execution of automatic jobs within the software on a cron, implementing browser SSL web certificates, etc.* Assist with establishing connectivity from Metric Insights to other BI data sources such as Tableau, Power BI, Qlik Sense, etc., as well as to SQL data sources such as MS SQL Server, Snowflake, etc. * Solve problems related to rendering reports and data from BI tools/SQL databases within the Metric Insights software* Cater to individual customer use-cases to ensure clients are using the software to achieve their goals optimally both in terms of the software features that are available, as well as leveraging the application database to meet various reporting needs* Partner with an array of internal Development teams spanning across Javascript, PHP, Python, and DevOps for escalations, bugs, complex customer requests, etc. * Advise how to build the infrastructure that is necessary to host the software including the proper procurement of the application server as well as the database server resources* Provide consultation for networking requirements and how best to integrate Metric Insights' servers with other servers within a customer's corporate network to connect their data sources to our software* Facilitate growth and evolution of the product by implementing ideas for new features and functionalities that improve the software and unveil new possibilities for our customers

• Primary resource for K24X7 Client Solutions Specialist team’s training; initial training for new hires, ongoing mentoring, and supplemental training as needed. • Develop materials for supplemental training and internal knowledge base articles for continuing use. • Partner with the Engineering (ACE) team to QA new training/knowledge base content.• Coordinate/delegate high priority and escalated support tickets within the team, ensuring each case is assigned optimally in order to achieve the fastest, most effective resolution.• Intervene as necessary to manage the resolution of challenging or critically urgent items. • Liaise with Product, Development, Engineering, and Client Success teams concerning system-wide problems or trends and facilitate solutions cross-functionally. • Garner and implement ideas for enhancements to internal tools to improve workflow efficiency.• Subject matter expert and lead internal communications source for the Client Solutions Specialist team regarding publisher API outages and updates, cross-production incidents, client emergencies, etc.• Collaborate with Management to organize team-engagement activities both in the workplace and offsite.• Continued responsibility for all job duties in the Client Solutions Specialist role below.

• Manage a queue of customer support tickets in Zendesk; provide email support to clients across a wide range of publishers for the Kenshoo Search, Kenshoo Social, and Kenshoo E-Commerce ad management platforms. • Handle a variety of tickets that can range from: issues/defects with the platform, requests for custom jobs such as processing external or API performance data into the platform, crafting URL tracking parameter configurations, enabling user features or backend admin settings, etc.• Tend to any urgent/escalated support tickets by personally completing the task/resolving the issue promptly, or by expediting the case to the Engineering team (ACE). • Utilize internal resources such as backend process logs, knowledge base materials, client-facing help articles, etc., and routinely formulate SQL queries to the database in order to assess data and/or investigate platform behavior.• Collaborate cross-functionally with the Technical Account Management team for any complex issues or requests that are specific to a particular external integration with Kenshoo.• Collaborate cross-functionally with the Client Success team to address any immediate client concerns surrounding campaign performance as well as to rectify any knowledge gaps relating to their usage of the software.• A key contributor to the team’s record-breaking performance in the months of December 2019 and January 2020 for the first-response time and SLA breach % KPIs.

San Francisco, Us

° Rotating internship on three teams in Revenue Operations: Campaign Management, Ad Operations, and Inventory.° Aide to a department of eight Campaign Managers in every facet of the campaign lifecycle.° Support national, regional, and local display campaigns with various strategies. ° QA and actualization of Insertion Orders/Revised Insertion Orders, investigating any booked variances.° Traffic 3rd party creative units in the form of JavaScript tags, IRURLs and static images, as well as custom in-house creative units and utilizing Zendesk to organize custom unit traffic requests. ° Construct queries daily in DFP for the purpose of optimizing campaigns or billing groups within campaigns for improved performance in KPIs such as Viewability Percentage, Click-through rate, etc. ° Control delivery pacing of entrusted campaigns through targeting tactics and levers such as modifying placement targeting, adjusting frequency caps, and implementing creative level targeting.° Routine analysis of DCM and DFP delivery reports and investigation of notable variances.° Periodic QA of publisher sites using Chrome Developer Tools to ensure accurate site tagging. ° Frequent use of Microsoft Excel for conducting optimization analyses, implementing optimizations, trafficking campaigns, reviewing Insertion Order specifics, applying mass edits to campaigns through DFP integration, etc. ° Proficient in DoubleClick for Publishers, DoubleClick Bid Manager, DoubleClick Campaign Manager, YieldEx Analytics, Zendesk, and various in-house programs designed to integrate with DFP mainly through Excel.

San Francisco, Ca, Us

° Contracted Community Support Agent in the Instacart headquarters in San Francisco, CA.° Tier 1 and Tier 3 e-mail and phone support through RingCentral for customers and employee shoppers in the U.S. and Canada.° Average of 15-20 phone calls and 25-40 individualized e-mail tickets solved per day on Zendesk.° Resolve live customer issues creating an order, checking out with an order, verifying item replacements during an order, rescheduling an order, refunding etc.° Resolve live shopper issues acknowledging/accepting an order, ending shifts, creating new shifts, communicating with unresponsive customers, Instacart payment card declines at checkout, shopper misconduct, and customers who are M.I.A. upon arrival.° Manage real-time fraud cases including credit card fraud and coupon/subscription abuse. Differentiate between cases of fraud and legitimate store purchases through SiftScience software.° Process shopper requests for region, zone, and role changes and assess competency through individualized performance metrics evaluation.° Investigate employee shopper batch acceptance rate disputes within the mobile app and determine company payout when applicable.° Employee shopper on-boarding, verifying driver licenses/profile pictures, ordering Instacart shopper payment cards for delivery/pick-up and interfacing with shoppers accordingly.° Provide feedback to management and Community Support Team Leads regarding the discovery of bugs and potential user operations enhancements.° Proficient working knowledge of Zendesk as a Customer Relationship Management tool to supply optimal user support for both customers and employee shoppers.

Pleasant Hill, Ca, Us

° Exceeded department production quota by 200% averaging 37 appraisal orders activated daily.° Solely responsible for generating in excess of $960,000 in revenue during the 4-month peak in the mortgage lending industry from July – October 2017. ° Dynamic market analysis of competitive rates for residential real estate appraisals in specific California markets.° Utilize historical performance metrics created in Microsoft Excel to promote profit, efficiency, and risk assessment including the use of pivot tables. ° Analysis and discernment of quality standards and fee structures for numerous different mortgage lenders.° Assign incoming orders for real estate appraisal reports from various mortgage lenders utilizing the company’s proprietary software platform.° Responsible for filling complex residential appraisal orders on mixed use, multi-family, equestrian, and jumbo properties.° Qualitative advice to field appraisers on enhancing their reports for difficult properties.° Review appraiser credentials and approve qualified new affiliate appraiser applications.° Attend to escalated matters; mitigate delays; resolve quality issues related to appraisal report.° Participate in compliance audits. ° Online research including ASC National Registry, HUD, state appraisal boards, public county tax records, etc.

West Sacramento, California, Us

° Assist individuals in developing and carrying out life goals and objectives° Assist with communication needs in various ways (e.g. speaking, writing, reading, email, etc.) ° Train and mentor individuals with MS Office software applications (WORD, EXCEL, etc.) ° Maintain and track a person’s expenditures while working within their budget° Participate in community activities in which the individual is involved

Bachelor’S Degree, Economics, Communication

Associate’S Degree, Business Administration