Timothy Mccall Email & Phone Number

Denver, Co, Us

As Application Support Engineer, I am accountable for providing technical application support for 3.2K+ e-commerce merchants in a time-sensitive environment. To carry out my mandate, I manage and troubleshoot a high volume of daily tickets.I also analyze logs across multiple cloud systems, document problems, and ensure full compliance with SLA requirements.Some of my key contributions include:➥ Consistently identified and capitalized on automation or process improvement opportunities.➥ Developed in-house automation tools to streamline workflows and improve incident resolution effectiveness.➥ Created improved processes that were adopted by ~12 engineers, contributing multiple hours of daily time savings per person; enabled up to 12-15 ticket closures per engineer per day.➥ Requested to roll out new, improved processes across multiple other departments. ➥ Reduced the backlog of tickets from 600 to 400 in <2 months.➥ Created VBA workbooks to automate browser-based apps and connect with databases and APIs, processing data in large batches.➥ Instrumental in the resolution of multiple high-profile cases (including the CrowdStrike outage).➥ Collaborated with development, finance, operations, and customer success teams to provide a frictionless customer experience and optimize the service delivery model.➥ Developed and maintained advanced SQL scripts and API calls to optimize customer order processing practices.➥ Fostered a communicative, collaborative team culture.➥ Led team meetings to align priorities and facilitate new tool rollouts. ➥ Provided application support for high-profile merchants, including: Adidas, Disney, Harrods UK, Marks and Spencer, Mercedes, Manchester United, Ralph Lauren, Versace, Victoria’s Secret, and Warner Bros.

Between 2019 and 2023, I was tasked with providing data integration and technical troubleshooting support for the School Data Sync (SDS) education platform.I worked with educational institutions (such as Infinite Campus, Powerschool, Canvas, Skyward, Illuminate, and Aeries) to resolve SIS/LMS integration issues, manage support tickets, and ensure value realization of customers’ investments in the SDS platform.Some of my additional contributions include:➥ Served as key customer escalation point person, resolving ~5 customer-impacting issues each day.➥ Successfully met the goal of resolving 70%+ of tickets with zero additional support or escalations.➥ Optimized support processes to minimize response times and improve efficiency.➥ Reduced issue resolution times by ~20%. ➥ Collaborated with Onboarding and Engineering teams to resolve Incident Manager tickets using multiple technologies.➥ Conducted root cause analyses to identify and address integration issues while improving system stability.➥ Participated in client meetings, ensuring timely integrations and strengthening the client/company relationship. ➥ Instrumental in transitioning clients between 2 platforms (DataSense to SDS) by leveraging AAD for custom integrations.➥ Employed MS Dynamics, M365, and the Azure cloud platform to successfully meet overwhelming global demand for online educational services in a challenging pandemic environment.

I joined Authentica Solutions in 2015, where I designed, implemented, and maintained integration flows using API, SQL, Flat Files, JS, and Ruby for the DataSense platform.Some of my key contributions include:➥ Successfully completed complex integrations on 1-6-month cycles.➥ Recognized by multiple clients for exceptional planning, integration, and solutioning skills. ➥ Worked with Customer Success Managers to define transformation conditions and provide a seamless customer onboarding experience. ➥ Established and managed a knowledge base to enhance the effectiveness of customer support/data integration efforts. Facilitated the development of new integration flows through the knowledge base.➥ Assisted peers with scripting, testing, and customer consultations.➥ Modified and adapted code for improved efficiency and accuracy.➥ Designed and administered the SharePoint intranet, driving efforts to ease documentation access and improve collaboration potential.

Between 2011 and 2015, I led an agile team to orchestrate the development of a centralized application that enhanced productivity.I trained the Aviation/Marine Maintenance departments in software usage to ensure a seamless transition and maximize product adoption/utilization.Some of my contributions include:➥ Steered the development of planning and scheduling tools (including Project Maintenance Forecasts, Scheduler, and Calendar applications) using in-house resources.➥ Supported 6 Aviation Maintenance shops via weekly planning meetings, KPI reporting, and work order scheduling. ➥ Maintained vendor relationships to ensure the smooth operation of third-party applications.➥ Participated in user groups and vendor demonstrations.➥ Authored documentation for third-party and in-house applications.

Associate'S Degree

Education record

Education record