Tess Starr Email & Phone Number

Boston, Massachusetts, United States

- Lead and manage the Technical Support Team, including hiring, training, and conducting one-on-ones with team members.- Motivate and organize team members in their daily work to ensure high performance.- Develop and refine processes to enhance client success and platform usability.- Analyze data on ticket volume and team performance, and run meetings to identify trends and areas for improvement.- Collaborate with Engineering and other departments to resolve long-term issues and… Show more - Lead and manage the Technical Support Team, including hiring, training, and conducting one-on-ones with team members.- Motivate and organize team members in their daily work to ensure high performance.- Develop and refine processes to enhance client success and platform usability.- Analyze data on ticket volume and team performance, and run meetings to identify trends and areas for improvement.- Collaborate with Engineering and other departments to resolve long-term issues and improve platform stability.- Handle escalations, investigate complex issues, and communicate solutions across Post-Sales teams. Show less

Boston, Massachusetts, United States

- Monitored channels that report on errors clients are experiencing due to configuration/integration issues and resolve them on a daily basis- Monitored incoming support tickets to see if they can be resolved or if they will need to be escalated to the development team and identified as a platform bug.- Investigated and solve potential configuration issues- Investigated potential bugs and work with the development team and/or Customer Success team to resolve them- Refined… Show more - Monitored channels that report on errors clients are experiencing due to configuration/integration issues and resolve them on a daily basis- Monitored incoming support tickets to see if they can be resolved or if they will need to be escalated to the development team and identified as a platform bug.- Investigated and solve potential configuration issues- Investigated potential bugs and work with the development team and/or Customer Success team to resolve them- Refined existing processes and create new processes that allow us to better ensure our clients' success in using the platform- Participated in and run high-level meetings to identify opportunities to improve the platform to help make our clients more successful- Proactively reached out to clients about potential or existing issues and offer potential solutionsWork with the development team to document new features and leverage existing tools to inform Customer Success Managers, the sales team, and existing clients about these features. Show less

Greater Boston Area

- Provided timely solutions to client issues; document issue resolutions and contribute to overall Eagle knowledge management- Investigated complex issues within Eagle's suite. Identify, test, recreate, resolve and/or escalate complex problems - Published or reviewed technical documentation on advanced concepts, including development of content for knowledge base articles, white papers and troubleshooting guides for both Internal and Client use. - Provided solutions for complex… Show more - Provided timely solutions to client issues; document issue resolutions and contribute to overall Eagle knowledge management- Investigated complex issues within Eagle's suite. Identify, test, recreate, resolve and/or escalate complex problems - Published or reviewed technical documentation on advanced concepts, including development of content for knowledge base articles, white papers and troubleshooting guides for both Internal and Client use. - Provided solutions for complex issues and challenges; identify product gaps and work with the Knowledge Team Leads and R&D resources to improve overall product design Show less

Wellesley, Massachusetts

- Provided timely solutions to client issues; document issue resolutions and contribute to overall Eagle knowledge management- Investigated complex issues within Eagle's suite. Identify, test, recreate, resolve and/or escalate complex problems - Published or reviewed technical documentation on advanced concepts, including development of content for knowledge base articles, white papers and troubleshooting guides for both Internal and Client use. - Provided solutions for complex… Show more - Provided timely solutions to client issues; document issue resolutions and contribute to overall Eagle knowledge management- Investigated complex issues within Eagle's suite. Identify, test, recreate, resolve and/or escalate complex problems - Published or reviewed technical documentation on advanced concepts, including development of content for knowledge base articles, white papers and troubleshooting guides for both Internal and Client use. - Provided solutions for complex issues and challenges; identify product gaps and work with the Knowledge Team Leads and R&D resources to improve overall product design Show less

Hartford, Connecticut Area

• Designed posters, brochures, and other marketing tools to promote student involvement in Recreation events.

Hartford, Connecticut

Teaching Assistant for Introduction to Computer Science & Data Structures and Algorithms • Oversaw weekly lab and grading homework assignments alongside the professor• Conducted teaching assistant sessions each week to reinforce course material with students.

Hartford, Connecticut

Quest Logistics CoordinatorSpring 2017 - Fall 2018• Managed the Logistical/Climbing Specialist group members and logistical tasks.• Trained Logistical/Climbing Specialist group members necessary climbing skills.Quest Logistical/Climbing SpecialistSpring 2016 - Fall 2017• Designed and carry out plans for effectively implementing various logistical tasks.

Burlington, Massachusetts

• Aided in the process of automating the response procedure of Black Duck Knowledgebase component requests.

Burlington, Massachusetts

Software Education Services Intern Summer 2017, Winter 2018• Contributed to new and updated courses, designing, editing, voicing-over and publishing educational videos on the customer-facing Black Duck Academy. • Implemented challenges in the Customer Success Community to promote customer engagement.

Bachelor Of Science - Bs, Computer Science

Activities and Societies: The Mill Music and Arts House. Computer Science Club: ACM Chapter at Trinity, President 2018. Armenian Club.

Education record

Activities and Societies: UQ Mountain Club. I spent a semester abroad in Brisbane, Australia. While there I studied data visualization.