Customer-oriented Technical Support Team Lead successful at troubleshooting and handling
customer support issues in a timely manner.
Accomplishments
Certified Demandware Developer - Demandware, Inc.
Getting to the Heart of Technical Support - Impact Learning Systems
Reader-Centered Business Writing - Better Communications.
Skills
HTML, CSS, JavaScript, SQL database
systems
Excellent problem-solving abilities
Excellent communication skills
Customer Interface Experience
Managing multiple projects simulataneously
Proficient in cross functional teams
Managing high visibility issues
Experience
09/2016 to Current
Technical Support Team LeadAbb Ltd – Princeton, NJ,
Manage Team of Technical engineers, ensuring support practices are being accomplished and done correctly.
Attend cross functional meetings promoting synergy across environments within the platform
Train and mentor New Hires using support onbooarding practices.
Responsible for providing product support to users of the Commerce Cloud's Predictive Intelligence (formerly CQuotient) solutions.
Provide support for partner led projects and internal Commerce Cloud initiatives
Handle high level customer cases/escalations that are critical to their business.
Support and contributes to the growth of best practices for delivery of Commerce Cloud support services
Understand Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Commerce Cloud customer issues.
Complete assigned cases in queue with little or no supervision
Manage individual product issues to resolution
Contribute to the definition and evolution of Commerce Cloud methodologies, standards and best practices for support and product delivery
Act as customer advocateIdentify customer needs and cultivate a relationship with the customer to generate more business for the Commerce Cloud
03/2013 to Current
Technical Support EngineerOnto Innovation – Budd Lake, NJ,
Function as Support Engineer including the troubleshooting and resolving of high impact
issues on the Demandware platform.
Serve as the first point of contact (via phone, email, web-based support portal) for
Demanware's Support Engineer team.
regarding software coding and technical data issues
Work closely with clients to understand and document business requirements leading to
inefficient implementations and translate those into platform and or product
enhancements.
Assist in the development of training material supporting current best practices for efficient
and scalable solutions on the Demandware platform.
Prioritize and resolve issues of the highest technical and business severity.
Train and assist in the onboarding of new support engineers.
Involved in on-call rotation assisting in 24x7 coverage of high impact issues on the platform.
Recommended architectural improvements, design solutions and integration solutions.
Assist in the development of training material supporting current best practices for efficient
and scalable solutions on the Demandware platform.
Identify, analyze, and document product defects relating to databases, application servers
and new technologies for product management and engineering team.
11/2011 to 03/2013
Associate Technical Support EngineerPowerschool – Mobile, AL,
Work with cross functional teams to review and evolve client best practices with a focus on
performance and efficiency of customizations to the Demandware platform
Serve as the first point of contact (via phone, email, web-based support portal) for
Demanware's Support Engineer team regarding software coding and technical data issues
Research and troubleshoot software issues.
As needed, identify workarounds and
communicate to customers.
product management and engineering team.
Prioritize and resolve issues of the highest technical and business severity.
Maintain a working knowledge of all Demandware supported products and technologies.
08/2008 to 11/2011
Machine OperatorSunset Grown – Coldwater, MI,
Ability to troubleshoot and resolve issues with production rate and quality decline
Ability to meet and exceed production goals
Work cross functionally with engineering teams in order to resolve issues with troublesome
jobs
Ability to record best-practices and create knowledgable documentation
Ability to train new employees and transfer knowledge
Job Responsibilities
Read, referenced and interpreted written and verbal instructions; always following
established standard procedures and certified processes
Maintained and exceeded established production levels and quality standards
Recognized and reported any irregularities as to fits, defective parts, finishes, work
techniques and/or quality of workmanship
Maintained all necessary documentation in a clear and accurate manner, including
paperwork and job reporting transactions as required
Performed related duties as assigned by leadership
Trained new members of the team regarding machine setup and troubleshooting of jobs.
Education and Training
Expected in 2009
Associate of Arts: Information Technology University of Phoenix - Phoenix, AZ GPA: Information Technology
Expected in 2011
Bachelor of Science: Management University of Phoenix - Phoenix, AZ GPA: Management
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