Thomas F. Email & Phone Number

Melbourne, Victoria, Australia

Remote - Melbourne

Remote - British Columbia

• Built an Okta integration to connect Muzeek with our customers’ SSO provider
• Built a Moshtix integration to generate Moshtix events from within Muzeek and have ticket data flow back into Muzeek for reporting and invoicing purposes
• Built a Basware integration to allow customers to generate Basware invoices from within Muzeek
• Worked with external developer teams and partners building apps and integrations against Muzeek’s public API
• Managed and updated Muzeek’s public API - including implementing API tokens
• Managed and updated API documentation - including implementing the ability to make secure requests against the public API from the API docs page

Vancouver, British Columbia, Canada

• Assisted external developers and partners building apps against Slack’s API/for the Slack app ecosystem
• Debugged customer application issues using logs, app prototyping, and documentation
• Assisted non-technical agents and other internal teams in answering API/integration-related questions from their customers
• Contributed improvements and feedback to Slack's API documentation

Melbourne, Victoria, Australia

• Provided fast and accurate responses to customers via email support tickets
• Provided highly visible responses to customers on Twitter from the official Slack Twitter account
• Sent one-to-many communications during customer facing incidents on the official Slack Twitter account and the Slack status page
• Crafted bug reports for Engineering teams based on validated customer reports
• Executed manual QA test cases on multiple systems and environments for upcoming feature releases
• Reported on support trends and key customer issues to Product teams

Sydney, Australia

• Responded to all customers support tickets in a timely manner
• In charge of rolling out and iterating the onboarding email campaign strategy
• Assistant sales rep; executing software demos for prospective customers
• Constantly QA tested new features before they were pushed live to our customers
• In charge of product marketing. Bi-weekly feature releases are sent out to the customers highlighting the main benefits of the new feature and encouraging users to reengage with the platform.
• In charge of developing the customer success program for Muzeek, focussing on developing best practices and processes to help the team scale with company growth, and reduce churn rate

Sydney, Australia

• I worked with the Account Director as the client's liaison with the agency and balanced the input of the various agency departments/suppliers, ensuring it met the client's objectives.
• I conducted several client management procedures including management of WIP meetings, preparation of status and contact reports, financial management and reporting.
• I managed timely approvals of all content with clients as required.
• I understood the client's marketing objectives in terms of sales, market-share, competitor products and how to maximize this in the creative brief.

Bachelor’S Degree, Music, Spanish & Latin American Studies

Full-Stack Web Development, Computer Programming, Specific Applications

High School, 98.25

•Premiers Award for All-Round Excellence in HSC 2007