Director of Support

• Sep 2023 - Present

Sr. Manager, Technical Support

• Jan 2022 - Sep 2023

Manager, Technical Support

• Dec 2020 - Jan 2022

Senior Technical Support Engineer

• May 2018 - Dec 2020

Technical Team Lead

• Mar 2015 - May 2018

Leading a team of support engineers for Oracle Marketing Cloud / Eloqua Customer support. Duties include coaching and mentoring to identify staff strengths while minimizing weaknesses. Responsible for consulting with priority clients on escalations relating to best practices and high level technical issues, as well as overseeing and exceeding key performance indicator targets. Roles & Achievements • Provide dedicated, hands on, leadership and technical instruction to team of support analysts • Responsible for in depth incident management and escalations with high priority clients; including a heavy focus on client satisfaction and prompt resolution times • Manage and maintain overall team performance and stress levels through high volume, fast paced, support environment • Successfully implemented efficient and scalable onboarding process with a focus on eventual tiered advancement within our support structure Show less

Senior Technical Analyst

• Mar 2014 - Feb 2015

Contributed detail oriented, technical support services to a highly demanding client base with a strong focus on customer satisfaction. Excelled at client handling and positioning, providing clear, concise, and detail oriented solutions in order to satisfy demand. Roles & Achievements • Offered exceptional, live, technical support services for clients engaging with the Oracle Eloqua Marketing Cloud SaaS Platform • Coordinated with team members on troubleshooting complex issues, in order to provide fast, reliable solutions to our client base; as well as expand team education • Demonstrated a high level of adaptability in day to day workflows and absorbing new product knowledge • Engaged Support and Product management teams, with a focus on improving general support procedures and advising on possible direction of platform, based on client feedback. Show less

Media Editor & Designer

• Sep 2007 - Feb 2014

Durham's largest photography studio for over 35 years. My function was as a photography editor and in-studio designer, as well as being responsible for web site management. Over time I took on a much larger role in the day-to-day operations of the studio. Some of my other duties included serving clientèle and managing their part-time staff. Roles & Achievements • Responsible for quality control: maintaining our image within the community through exceptional quality of work and customer service. • Communicating effectively with clients through e-mail and over the phone, as well as walk-in business. • Developed and continuing to teach a Photoshop course (weekly training seminar). • Successfully implemented a studio upgrade from film into digital photography. • Generated a new digital product work flow, focusing on efficiency, quality, and ease of use. • Trained and managed staff in use of new work flow and software. • Created an in-store computer network, allowing on-demand access to files from anywhere within the store. • Managing technical support for all office hardware and software issues. Show less