Matthew Siegel Email & Phone Number

San Francisco Bay Area

- Expanded the Support Engineering team to follow the sun model- Created a dedicated TAM Jira Queue which lead to a 50% increase of tickets from 2021 to 2022 - Created & implemented an escalation path for Support to Support Engineering, thus decreasing tickets being escalated from Support to TAM and/or SWAT- Collaborated with Product to prevent API breaking changes with new Product releases- Collaborated our Technical Writing team to utilize Support Engineering for API Developer Portal additions & modifications, which allowed them to be more efficient - Created a process to interact with external vendors/partners via Jira that allows us to communicate more efficiently, track metrics and allows us to scale as we increase our external vendors/partners.

- Bridged the gap between Engineering, Platform Support and Client Services regarding TTD's new data segment counting methodology, which included creating internal documentation.- Created an API monitoring process to allow Support Engineering to be more proactive with API errors, which included internal escalations across multiple teams. The process allowed us to catch the errors before our clients reported the errors.- Created an API monitoring process which also allowed Support Engineering to notify TAM of some API inefficiencies by our clients, which allowed TAM to work with their clients to provide a better user experience.- Mentor to the Platform Support team around APIs and previous areas I was a SME- More involved with the training of the team's more junior members- Provide troubleshooting support for our TAM team which allows them more time to spend with our Enterprise API clients- Documented processes and helped streamline procedures for future technical support actions

- Defined and documented procedures using updated SOPs to provide thorough and comprehensive training for all API Support team members- Provided troubleshooting support for our TAM team- Lead several task force teams that focused on improving several processes internally and externally involving our APIs- Built a new process (setup/maintenance guides included) around API login creation/maintenance, which took clients' initial API interaction error rate from 50% to less than 5%- Pushed & implemented improvements on our External Sandbox environment to provide clients a more stable environment

- Mentored junior team members- Support a group of Tier 1 Supply Vendor Partners (SSP) for several years- Was technical POC for our data partnerships integrations for ~3 years. Managed ~80% of our portfolio of data partners for ~4 years.- Managed different regions across the world - North America, Europe, Australia, Japan, China- Managed several initiatives to help stream line our internal process with SSP & data partners, many which are still utilized today

- Support a group of Tier 1 Supply Vendor Partners (SSP) for several years- Was technical POC for our data partnerships integrations for ~3 years. - Managed different regions across the world - North America, Europe, Australia, Japan, China

Camarillo, Ca

- Duties include setup and configuration of Ambiance Radio computer hardware, troubleshooting network connectivity issues and call center issue resolution. - Oversaw and handled day to day operations of the Ambiance Radio production facility located in Camarillo, California.- Lead support technician for Ambiance Radio call center tasked with resolving all manner of customer support issues including network configuration issues, Windows operating system issues, audio system issues and Ambiance Radio software issues.

West Hills,Ca

Worked in several different fields including bookloss, MI submissions, and support functions

Other; Certificate In Management Essentials, Complete

Management Essentials is an 12-week, 40-hour online certificate program from Harvard Business School. Management Essentials takes.

Bachelor Of Science, Business Administration; Business Management