Ryan Laxson Email & Phone Number

Mckinney, Tx, Us

Remote

As an Incident Manager at Zapier, I oversee and manage the resolution of technical incidents that impact our customers. My key responsibilities include:• Incident Coordination and Communication Lead the incident response process, coordinating with cross-functional teams to ensure timely communication with stakeholders and customers.• Support Team Focus Work within the support team to ensure they have the tools and information to handle incidents effectively, fostering collaboration between support and engineering.• Coaching and MentorshipCoach the support team on identifying and reporting incidents, providing training and mentorship on incident management procedures and best practices.• Built a custom IncidentBot app Developed a custom Slack application, to enhance communication between support and engineering teams during incidents. This app ensures real-time updates through various integrations and seamless collaboration, reducing incident resolution times and improving customer satisfaction. This is actively maintained and updated• Continuous ImprovementRegularly review incident management processes, tools, and to identify and implement improvements.• Creating and Managing a Rotating On-Call Schedule Designed and implemented a rotating on-call schedule to ensure maximum coverage and rapid response to incidents.

Remote

Remote

Portland, Oregon

Responsibilities include account identity access management, privacy and security. These responsibilities also include providing account-based customer support where general troubleshooting topics include SAML/SSO configuration, RBAC and account hierarchy within a business to business customer service environment. Other duties also involve general account maintenance, servicing GDPR related requests for data access and deletion as well as general ticket triage. Day to day operations involve regular cross-team collaboration between security and privacy teams for escalated issues. As a security liaison, this position bridges the gap between security and support to ensure effective anticipatory support for ongoing changes that impact the customer experience. Also responsible for delivering security/confidentiality related support trainings which emphasize values of confidential information and how to handle customer data. Duties also include regularly creating and updating internal technical documentation. - Collaborated with various teams to launch a new live chat support service- Help to develop support's overall processes for handling GDPR-related inquiries

Portland, Oregon

Portland, Oregon

Responsibilities include providing chat-based customer support, quickly understanding customer inquiries and delivering solutions, training customers of all skill levels to use a cloud-based CMS, and pursuing internal research. Also responsible for maintaining company international podcast, providing training at workshops and within mentorship programs, as well as organizing and conducting team presentations. Consistently acknowledged for cross functional team collaboration. Regularly exceeding company-wide KPI's.

Boise, Id

Responsibilities included providing film productions with thenecessary audio elements in order to deliver a professional soundingproduct to their audience. This included providing audio recordingequipment, capturing and mixing sound, organizing sound files anddelivering before scheduled deadlines.

Portland, Oregon

Duties included building and striking staged sets for nonprofit event productions, corporateentertainment, rollouts and meetings. Required strong problem solving and improvisational skills.Details of the work comprised of setting up lighting, props, and microphones as well as providingassistance with video, sound, and light execution.

Boise, Idaho

Supervised co-workers by delegating duties in a fast paced workenvironment. Oversaw inventory while maintaining a budget andassured quality control. Managed the daily financials all whileproviding guests with excellent customer service.*Promoted from associate to Shift Lead

Boise, Id

This position included overseeing the day-to-day operations and provide overall quality assurance of an internet radio station. I managed to recruit 30% more producers than in the previous year and increase overall listener statistics. I created and revised a producer policy which designated the content and format of radio broadcasts as well as employee guidelines, rules, and restrictions. It also required me to learn various programs and hardware to in order to train prospective producers and troubleshoot various problems.Promoted from Producer to Program Director

Boise, Id

Bachelor'S Degree, Mass Communication/Media Studies

Activities and Societies: Boise State University Pulse Internet RadioMy studies were focused around media production including film.

High School Diploma, Information Technology