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.

• 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.

• 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.
• 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.
• 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.

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.

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.

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.

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.

Bachelor’S Degree, Economics, Communication

Associate’S Degree, Business Administration