Ryan O. Email & Phone Number

Chicago, Il, Us

* Worked as a technical project lead when onboarding new customers to the Redsky platform, assisting customers with setting up and integrating with the platform and resolving technical issues that arise during the implementation* Provided training to new customers on the functionality and administration of the Redsky web portal* Provided ongoing technical and platform support for customers, troubleshooting and resolving issues with the Redsky application and escalating to internal development teams when necessary

Chicago, Illinois, United States

* Worked with clients to troubleshoot and triage user-reported technical issues and handled communications between clients and internal product and engineering teams until the issue had been resolved * Reported service requests to development teams via JIRA and Zendesk and continued to follow up until a resolution had been reached* Engaged with third-party data aggregators to establish data feeds for client’s accounts and troubleshoot issues that arose* Collaborated with Product teams on feature enhancement planning to provide client insight and suggestions on ways to better the client experience * Developed periodic platform reports communicating the status of projects and issues to internal teams

* Provided post-production technical support of customer-facing and internal tools as well as backend services, working to triage, troubleshoot, and diagnose technical issues* Worked as a liaison between engineering and business teams to clearly and effectively coordinate communication around bug reporting and solutions* Investigated bugs reported by end-users through Zendesk to document them clearly for engineering teams in JIRA tickets, continuing to follow-up until the issue has been seen through to a resolution* Provided a feedback loop between business and engineering teams to suggest process improvements and new features

* Part of a team tasked with fielding time-sensitive edit requests for live and upcoming deals* Utilized knowledge of internal tools and processes to solve merchant’s deal edit requestswhile providing clear and concise rationales for editing decisions* Clearly communicated issues and problems with departments including across the companyto ensure timely and accurate resolution of edit requests* Leveraged strong expertise in company processes and workflows to investigate andcategorize internal errors in order to provide data-driven feedback to management

* Collaborated with sales representatives and account managers to clarify deal informationincluding price points, deal structures, fine print, and redemption information* Ensured deal structures conformed to Groupon policies and standards

* Researched online press, awards, and user reviews for merchants partnering with Groupon* Identified negative review trends and health and safety violations and communicated them tomanagement in order to ensure the quality of merchants running on Groupon’s platform