Technical Account Manager, Enterprise Services

• Jun 2022 - Present

Technical Support Escalation Analyst

• Dec 2018 - Jul 2022

• Technical Support expert on all aspects of the Uberflip platform, troubleshooting and resolving complex and/or sensitive client issues that have been escalated• Provide guidance, support, and best practices for marketing integrations such as: Marketing Automation Platforms, Google Analytics, Google Tag Manager, Google Search Console, and more• Custom HTML, CSS, and JavaScript coding, allowing for custom solutions to bridge a gap between client requests and product limitations• Leverage Uberflip API to troubleshoot client requests or concerns• Document detailed processes and bugs, providing test results and/or detailed steps to the Technical Writer and Engineering team• Collaborate with clients to optimize Search Engine Optimization (SEO) settings, to reduce errors and ensure best possible search rankings Show less

Senior Technical Support Specialist

• May 2014 - Dec 2018

• Lead client support technician for NLogic SaaS applications and desktop software• Troubleshot and resolved client data/configuration issues, corrupt databases, local infrastructure issues and installations• Created and oversaw a standardized support workflow process for client and vendor case management, used company-wide to ensure Operations and Client Service departments were meeting KPIs and SLOs• Website administration for NLogic websites via Salesforce and WordPress CMS• Provided guidance, support and delegation of tasks to the Data Production Analyst• Administration, configuration and data production of Numeris Data Analysis Software and SaaS applications such as: InfoSys+, Lens, ConexAPI, and Micro+• Produced and maintained up-to-date documentation and videos for client program/data installations, self-help guides and internal data production/maintenance• Investigated and reported software issues and bugs in detail to developers and vendors, tracking to completion• Founding member of the NLogic Internal Branding Committee, whose goal was to improve overall employee satisfaction, engagement and retention Show less

Technical Support Analyst

• Apr 2011 - May 2014

Web Designer and Developer

• 2009 - 2011

• Manually edited and customized code (HTML, XML and PHP) for company website • Created and reported web and social analytics (Facebook, twitter, YouTube, Google Analytics) for better target audience marketing • Utilized creative software suites to continually improve web aesthetics and usability (Microsoft and Adobe Suites) • Designed and developed company website, giving critical web presence • Manually edited and customized code (HTML, XML and PHP) for company website • Created and reported web and social analytics (Facebook, twitter, YouTube, Google Analytics) for better target audience marketing • Utilized creative software suites to continually improve web aesthetics and usability (Microsoft and Adobe Suites) • Designed and developed company website, giving critical web presence