Victor L. Email & Phone Number

-SSO and SCIM Integration: Successfully implemented Single Sign-On (SSO) and System for Cross-domain Identity Management (SCIM) connections between Udemy and various identity providers, including Okta, Azure, Google Workspace, and OneLogin.-Department Creation and Leadership: Created the Technical Support team from the ground up, including strategic planning, talent acquisition, process development, and operational execution. Demonstrated expertise in defining departmental goals… Show more -SSO and SCIM Integration: Successfully implemented Single Sign-On (SSO) and System for Cross-domain Identity Management (SCIM) connections between Udemy and various identity providers, including Okta, Azure, Google Workspace, and OneLogin.-Department Creation and Leadership: Created the Technical Support team from the ground up, including strategic planning, talent acquisition, process development, and operational execution. Demonstrated expertise in defining departmental goals, creating scalable processes, and fostering cross-functional collaboration to align with organizational objectives.-Technical Issue Resolution: Manage Integration (SSO, LMS, API) Tickets with a 99% Customer Satisfaction (CSAT) rating, dealing with complex issues such as troubleshooting partnership APIs and implementing custom solutions, which facilitated upsell and renewal discussions-Course Development & Education: Created and published a comprehensive course on SSO, LMS and API integration procedures, enhancing team knowledge and enabling more sophisticated client engagements. This initiative led to a decreased escalation rate and improved service delivery.-Partnership and Upgrade Coordination: Coordinated with Sales & Solutions Engineer (SSE) and third party integration partners to facilitate new partnerships and system upgrades, ensuring seamless integration and minimal disruption to customer operations. Show less

- Quickly address high priority/Time-sensitive issues- Collaborating effectively across a wide range of customer-facing and non-customer facing technical teams- Query Databases, analyze configurations, search logs- Meet weekly to discuss technical challenges and seek new ways to resolve issues at their root- Escalate to the appropriate engineering team when an issue is identified that requires code changes- Generate and publish documentation to the knowledge base when… Show more - Quickly address high priority/Time-sensitive issues- Collaborating effectively across a wide range of customer-facing and non-customer facing technical teams- Query Databases, analyze configurations, search logs- Meet weekly to discuss technical challenges and seek new ways to resolve issues at their root- Escalate to the appropriate engineering team when an issue is identified that requires code changes- Generate and publish documentation to the knowledge base when troubleshooting a new issue type- Guide, mentor, and train new technical support representatives in resolving problems Show less

- Review Tier1 representative’s cases/ casework and help bring it to the point of closure/escalation to othertechnical teams- Guide, mentor, and train new Tier 1 representatives in understanding the platform and troubleshooting issues- Join client conference calls for high priority items and relay current status of cases while troubleshootingaccordingly- Identify the affected component and read through the logging to identify the issue- Communicate with Engineering and… Show more - Review Tier1 representative’s cases/ casework and help bring it to the point of closure/escalation to othertechnical teams- Guide, mentor, and train new Tier 1 representatives in understanding the platform and troubleshooting issues- Join client conference calls for high priority items and relay current status of cases while troubleshootingaccordingly- Identify the affected component and read through the logging to identify the issue- Communicate with Engineering and other technical groups the cause of the issue, and replication steps neededin order to recreate the issue- Master new features/changes quickly and effectively communicate these to clients and our internal teams Show less

- Review and respond to a high volume of user email and phone requests in a professional, friendly and accuratemanner.- Research, and troubleshoot to determine root cause of an issue and escalate as necessary to the TechnicalSupport Manager/Team Lead.- Clearly document the communication and steps taken.- Collaborate effectively across a wide range of customer facing and non-customer facing technical teams.

San Francisco Bay Area

Communicates effectively with guests and members dailyOperates till and handles cash, debit card, and credit card transactionsAccurately registers guests for memberships, entering liability waivers, and filing informationServing food and drinks to members with food safety in the sports bar

Manages and monitors a safe environment in the facilities,Coordinates and supervises guests during activities including laser tag, rock climbing, and gym sports,Effectively communicates with guests and organizes events in a fast-paced environment,Trains new staff members, assists with manual labour, and seeks opportunities to increase facility efficiency

Computer Game Design, Modeling, Rigging And Animation

Education record