Atlassian Administrator

• Aug 2019 - Present

Primary administrator for a 350-user deployment of the Atlassian Cloud stack across multiple business units, including software engineering, hardware engineering, operations and corporate services Interview stakeholders across the business to understand their process, reporting and governance needs in order to create projects, spaces, workflows, schemes and automations that support their objectives Create, configure or strengthen integrations between the apps in our Atlassian Stack, or between those apps and other Cloud services like Github, Zenefits and Salesforce, extensively utilizing webhooks and REST APIs. Hold regular trainings, one-on-ones and webinars to offer users advice, showcase new features, and gather feedback on areas where our deployment can be improved Used a combination of add-ons and advanced workflows to implement a requirements management framework to enable Engineering, Product and QA to collaborate effectively across sprints and releases Implemented an Enterprise Service Desk with ongoing improvements, enabling employees to make requests of and collaborate with departments like HR, IT, Legal and the Incident Response Team in a structured, programmatic fashion. Established Confluence as a corporate intranet to facilitate collaboration and centralize documentation Atlassian apps include Jira Software, Service Desk, Confluence, OpsGenie, StatusPage, Advanced Roadmaps (Portfolio for Jira) and Automation for Jira Cloud Add-ons include Scriptrunner Cloud, JMWE, Xray Test Management, Salesforce for Jira Connector, Multiexcerpt for Confluence Cloud, and others Show less

Manager of Technical Support

• Oct 2018 - Aug 2019

Hire, train and coach a team supporting a customer base of over 700 accounts globallyEngage with, de-escalate and set success strategy for clients with P1-level issuesImplement repeatable and scalable processes for Support agents based upon industry standard best practices, decreasing average time to resolution for support ticketsInstitute continuous improvement practices leveraging cross-functional relationships around the organization

Technical Support Engineer

• May 2017 - Oct 2018

Provided technical support for Industry Weapon's digital signage solution. Core technologies supported included browser-based CMS on Firefox, Chrome, Safari and Internet Explorer, hardware running on Linux, iOS, Android and Windows-based operating systems, and applications using HTML, SQL, JavaScript, XML and JSON.Authored and edited internal and client-facing technical support and training documentation, leveraging Confluence, JIRA, Salesforce Knowledge and G-Suite.Cultivated a reputation as a "solutions guy," frequently called upon by leadership and account owners to engage with, de-escalate and set a success path for clients experiencing critical issues.Owned the process and execution for a cross-departmental team assembled to recover one of our largest clients from a P1-level event. Show less

Service Experience Specialist

• Sep 2016 - Feb 2017

Service Experience Manager

• Aug 2015 - Sep 2016

Responsible for maintaining and furthering Nordstrom’s service reputation in an $80+ million per year store with over 17,000 loyalty members. Hired, coached and supported an interactive team of specialists who trained and influenced sales associates on the floor and who worked directly with customers to ensure a superlative experience. Oversaw Nordstrom Tampa’s New Salesperson Development program, ensuring the proper onboarding and training of the store’s 300+ salespeople, including administering four or more classes and clinics per month. Planned, prepared and executed strategies to enhance the customer experience, including the implementation of salesperson texting, text-to-buy, “Silver Box” personal styling service and a new Customer Service Bar concept. Implemented more aggressive strategies for omnichannel shopping through enhanced online order pickup, targeted online order pickup marketing and a curbside pickup service for online orders. Show less

Customer Relationship Manager

• Apr 2013 - Aug 2015

Developed and implemented promotional, CRM and social media strategies for an $80+ million per year store. Analyzed demographic data for use in targeting promotional efforts to get new and first-time customers in-store. Prepared and executed customer retention and relationship-based marketing plans to increase customer retention. Planned and executed a strategy to consolidate, focus and ultimately improve the store’s Social Media presence. Achieved a 21% increase in customer connection rate, a 12% increase in customer retention, an average customer spend increase of $1,000 and social media engagement increase of 30%. Recognized repeatedly by management for superlative results: received the Cash Call Award for #1 performance in my peer group in August 2013, January 2014, August 2014 and January 2015 Show less

Service Experience Manager

• Aug 2012 - Apr 2013

Furthered Nordstrom’s service reputation in a $24+ million per year store with over 5,000 loyalty members. Hired, coached and supported an interactive team of specialists who trained and influenced sales associates on the floor and who worked directly with customers to ensure a superlative experience. Planned, prepared and executed strategies to enhance the customer experience, including new CRM tools, new point of sale technology and new “on-the-floor” customer service concept

Men's Clothing and Furnishings Assistant Department Manager

• Jun 2012 - Aug 2012

Trained and coached a successful 5-person sales team to achieve their personal and financial goals. Assisted in goal-setting, merchandising and planning to achieve department goals of $2 million in yearly sales. Partnered with buyers, vendors and Regional Merchandisers to gain and teach product knowledge, selling skills and merchandising standards. Spearheaded initiatives to drive salesperson adoption of new technology, including mobile point of sale, “Personal Book” CRM technology and customer e-mail capture Show less

Sales Associate

• Jan 2012 - Jun 2012

Created, built and maintained a profitable, relationship-based business in a Fortune 500 company by successfully leveraging strong interpersonal skills, product knowledge, merchandising and cutting-edge CRM tools. Recognized repeatedly by management as an outstanding salesperson due to superlative results in excess of goals, as well as multiple instances of positive customer feedback. Received the Quarterly Pacesetter Award for 3rd Quarter 2012, and Customer Service All-Star, the highest honor a salesperson at Nordstrom can achieve Show less

Disney College Program Character Attendant

• Jun 2011 - Jan 2012

Participated in a living, learning and earning experience within a Fortune 100 company. Experienced and contributed to the magic, professionalism and efficiency of the Walt Disney Company on the front line of their Magic Kingdom Park at the Walt Disney World Resort. Managed large groups of guests waiting to see Disney characters in the park, solved problems and adapted quickly to new situations, and spoke understandably to large groups of people at all times. Participated in formal, professional development classes in networking, marketing and organizational leadership. Show less

Barista

• Jun 2002 - Jun 2011

Responsible for maintaining a pleasant environment for customers and up-selling specials, quickly responding to orders and addressing concerns, and ensuring that environment is presentable and professional; responsible for knowledge of area culture and activities. Responsible for maintaining a pleasant environment for customers and up-selling specials, quickly responding to orders and addressing concerns, and ensuring that environment is presentable and professional; responsible for knowledge of area culture and activities.

Production Assistant

• May 2010 - Dec 2010

Front-line manager for 100+ employees of Hersheypark's 14 live shows; Solved problems of logisitcs, production and human resources; managed weekly special appearances at off-site venues. Front-line manager for 100+ employees of Hersheypark's 14 live shows; Solved problems of logisitcs, production and human resources; managed weekly special appearances at off-site venues.

Stage Technician

• May 2009 - Aug 2009

Responsible for ensuring that each show ran smoothly and efficiently, maintaining set equipment and assisting actors and stage manager in all duties. Responsible for ensuring that each show ran smoothly and efficiently, maintaining set equipment and assisting actors and stage manager in all duties.

Costume Performer

• May 2006 - Dec 2008

Created memorable and wonderful experiences for Hersheypark guests as one of Hershey's iconic candy mascots, animating and performing and thinking fast. Also served as a "Character Guide," supervising character interactions with guests while managing crowds and sharing information about the park with guests. Created memorable and wonderful experiences for Hersheypark guests as one of Hershey's iconic candy mascots, animating and performing and thinking fast. Also served as a "Character Guide," supervising character interactions with guests while managing crowds and sharing information about the park with guests.

Intern

• Jun 2006 - Aug 2006

Assisted in the preparation of marketing materials; assisted in editorial tasks such as indexing and proofreading. Assisted in the preparation of marketing materials; assisted in editorial tasks such as indexing and proofreading.