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Work Background
TwilioManager, Personalized Support
Mar. 2023New York, New York, United States- Led a global personalized support team of Technical Account Managers, exceeding KPIs and SLAs, to achieve 95+% customer satisfaction and resolved complex technical problems in a timely manner.
- Improved team performance by 20% through effective coaching and training, resulting in increased employee engagement and retention.
- Collaborated with product management and engineering teams to advocate for customer needs, resulting in 30% reduction in customer roadblocks.
- Developed and implemented KPI reporting and analysis framework, resulting in 15% increase in team productivity and performance.
- Successfully forecasted growth and scaled team by hiring and training new employees, resulting in 25% increase in team capacity.
- Implemented daily management tasks, training, and enablement strategies resulting in a 20% reduction in escalations.
- Fostered a culture of collaboration and customer empathy, resulting in a 10% increase in employee satisfaction.
- Established and maintained strong relationships with sales and customer success teams, resulting in a 25% increase in cross-functional collaboration.
- Championed diversity, equity, and inclusion initiatives within the team, resulting in a more inclusive and welcoming work environment.
- Managed customer escalations with empathy, resulting in a 50% reduction in customer churn. Skills:
Technical Support
Project Management
Customer Satisfaction
Communication
Creative Problem Solving
Training and Development
Process Improvement
Team Management and Leadership
Collaborative Leadership
Business Process Improvement
SWOT Analysis
SLA • KPI • OKR
TwilioTechnical Account Manager & Developer at Twilio Inc.
Sep. 2021New York, New York, United States- Technical point of contact for investigating data anomalies, diagnosing issues with carriers, and answering support inquiries from internal and external stakeholders
- Provide white-glove personalized technical support to dedicated enterprise clients on Messaging services, API, SDKs, and helper libraries
- Work directly with clients' and partners' developers, architects, and support personnel to resolve complex campaign and use-case issues Employee Resource Group (ERG) member of Twarriors (Twilio Warriors - Twilio Employees with current and prior Military Experience.)
Olapic by Social NativeTechnical Consultant
Nov. 2020New York, New York, United States
CoreLogicTechnical Support Engineer
Nov. 2020 - Sep. 2021New York, New York, United StatesRoostify by ColeLogic
- Diagnose and debug technical software issues reported by clients utilizing advanced technical skills and root cause isolation skills; escalate issues to engineering via JIRA when necessary
- Procure detailed information on the business impact of customer issues to effectively prioritize and troubleshoot
- Proactively discover software bugs prior to deployment
- Review product release notes for accuracy and grammar; report any needed revisions prior to publication
- Serve as SME on ICE Encompass LOS system; assist clients with bidirectional integration
- Utilize general mortgage knowledge to service clients; identify knowledge gaps across Client Success, Engineering and Product teams
- Help to track Support team needs and work across Product and Engineering teams to increase scalability
- Maintain a high-level of customer satisfaction while also meeting Service Level Agreements
- Troubleshoot robust APIs and utilize Splunk to review SQL logs
- Create helpful knowledge content that faces both internally and externally on Product features and internal action procedures
- Maintain updated knowledge of company products and services in order to provide unparalleled support to our customers and to better service solutions
- Appointed support POC for one of our largest commercial banks; manage and supervise all open issues to resolution and all open projects to completion
Olapic by Social NativeTechnical Support Manager
Apr. 2020 - Nov. 2020New York, United States
Olapic by Social NativeSenior Technical Support Engineer, Team Lead
Jan. 2020 - Nov. 2020• Moderated queue of support issues to keep client satisfaction high while building on the
client relationship.
• Coordinated escalation of issues to Technical Teams. (Solution Architects, Development Teams, etc.)
• Refine/revise Service Level Agreements(SLAs), setting priority levels, definitions, and workflows. Highlights • Mentored personnel for personal growth and professional development.
• Authored technical documentation to create a valuable customer knowledge base for
self-help; built technical training curricula and paths to help clients get the most out of our products/platforms.
• Created support paths based on the needs of project managers, account managers, sales
and marketing teams.
U.S. Coast GuardPetty Officer | Information Systems Technician (IT)
Jul. 2019Leadership and Technical Skills - Responsible for maintaining Coast Guard computer systems, networking, analog and digital voice systems (telephones and voicemail), and installing and maintaining the physical network infrastructure (Both Copper and Fiber Optic)
Olapic by Social NativeSenior Technical Support Engineer
Jul. 2018 - Nov. 2020Greater New York City AreaAs an innovative content solutions provider and the only connected platform for the curation, creation, and enhancement of consumer, influencer, and brand visual content, I am the front line of Olapic’s customer experience. I provide white-glove technical support to our rapidly expanding global customer base.
KalturaTechnical Support Engineer (Strategic Accounts)
Nov. 2017 - Aug. 2018Greater New York City AreaAssigned to the company’s platinum accounts, I work closely with customers to provide enterprise-level services by diagnosing and troubleshooting complex issues, resolving incidents in a timely manner and ensuring minimal disruption. Having developed expertise of the company’s products (MediaSpace, KMC, CaptureSpace, Video PaaS, RAPT, KalturaCapture), I find effective solutions to issues and ensure all services are at an optimal level of functionality. I build close partnerships with key accounts, conducting regular meetings and status reviews, successfully delivering projects to meet the demands of the business. I provide prompt and accurate feedback to customers and prioritize cases based on urgency and severity of disruption. I maintain data logs and identify knowledge gaps in order to provide training recommendations. Partnering cross-functionally with Product Managers, Customer Service Managers and Development teams, I collaborate with them on developing and deploying projects in line with customer demands. I am responsible for delivering full analytical reports on all parameters pertaining to customer needs and deliver training to ensure product service levels and runtimes are maintained at an advanced level.
Thomson ReutersClient Services Specialist/Executive (Reuters Insider)
Sep. 2014 - Nov. 2017New York, NYIn this technical customer-facing role I handled crucial inquiries relating to products, production issues and configuration requests. I translated client requirements into cost-effective solutions which have had a positive impact on the company’s operating model. Having developed a thorough understanding of the organization’s complex technical products and internal systems, I partnered with key stakeholders on intricate circumstances, documenting issues and updating the knowledge base, enabling optimization of workflows and ensuring that Continuous Improvement activities were carried out. I was also responsible for managing vendor relationships, collaborating with key external stakeholders and technology outsourcing partners on improvements, governance, reorganization and incidents. As a Subject Matter Expert, I had a history of proven success in my role, with demonstrable ability of working in accordance with defined operating protocols, systems processes and uncompromising Service Level Agreements (SLAs). Externally, I also delivered Content as a Service (CaaS) for a Software as a Service (SaaS) client base Online Video Platform (OVP) and gained intricate knowledge of industry leading OVPs such as YouTube, Kaltura, Vimeo, Brightcove. Both internally and externally I displayed strong client engagement skills and took a consultative approach to my work, with the ability to interact in an effective manner with individuals at all levels within the organization.
U.S. Coast GuardPetty Officer | Machinery Technician (MK)
Apr. 2013 - Jul. 2019Leadership and Mechanical Skills - Knowledge in all areas of machinery operation and maintenance including operation, repair and troubleshooting of mechanical, auxiliary, hydraulic, pneumatic, and electrical machinery and systems.
DeepTech, Inc.Information Technology Specialist
Jan. 2006 - Dec. 2008New York, NYProvided comprehensive technology support for clients of this full-service technology consulting company.
Designed and implemented cross-platform networks, wireless networks, and backup solutions. Established
remote support environment and infrastructure for installations, upgrades, and migrations.
TechinfoDirectOperations Manager / Technical Support Specialist
Jan. 2002 - Dec. 2006Hoboken, NJLaunched a business solutions company serving advertising agencies, publishing companies, design firms, photography studios, and other creative businesses. Held full P&L responsibility and managed operating budget. As an authorized Apple service and sales provider, supervised all aspects of technical support projects.
Ralph EspositoInformation Technology Consultant
Jan. 2000Greater New York City AreaAs an Information Technology Consultant I work with a number of companies across a variety of business sectors, supporting Technology Enablement and Implementation operations (Software and Hardware), with a focus on Online Automation, Workflow Optimization, Data Management & Analysis, SEO, Social Media Marketing, Logistics Streamlining, CRM, Content Management, Business Intelligence and Network Administration. I actively contributed to aiding enterprises achieve their growing business objectives by providing comprehensive technology support, designing and implementing cross-platform networks, remote support environments, infrastructure installations / upgrades / migrations. As a consultant I have covered the duties and responsibilities outlined in the following job titles: Business Analyst, Business Development, Marketing Analytics, Digital & Social Media Strategist, Technical Optimization Manager, Technical Account Manager, Community Manager, Customer Success Manager, Digital Designer, Graphic Designer, Video Editor, Staff Photographer Still Life/Product, Web Developer, Web Designer, Web Architect, Front End Developer, Information Architect/ User Experience Designer, Solution Architect, Technology Services Coordinator, Project Manager, Marketing and Sales Manager, Lead Generation Specialist, IT/PBX/Telecom Technician, Systems Engineer, Systems Administrator, Mac Support Specialist, Help Desk Technician, Network Engineer, LAN/WAN Administrator, and Technology Trainer. I have also worked with the following applications and platforms: Tweetdeck, HootSuite, eBay, Amazon Marketplace, ZoHo, Google Docs, Google Drive, Google Analytics, Google AdSense, Google Webmaster Tools, Google Voice, Fusion Tables, Facebook, Pinterest, Wordpress, CSS, HTML, Python, Perl, Javascript, PHP, Adobe Suite ( Creative Cloud), Microsoft Office Suite, Microsoft Word, Microsoft Excel, Pivot Tables, VLOOKUP, Microsoft PowerPoint, Photography, Photo Retouching, FileMaker Pro, and Zapier.
Hill Holliday AdvertisingInformation Systems Supervisor
Jan. 2000 - Dec. 2002New York, NYDirected a team of support personnel in identifying and resolving software, hardware, and other technical issues. Maintained a network of 50+ Macintosh computers and 50+ PCs. Made regular software upgrades and provided recommendations on new purchases in support of end users’ requirements.
Pearson EducationTechnical Support Analyst
Jan. 1998 - Dec. 2000Upper Saddle River, NJProvided hardware and software support to 900 users in a multi-platform production environment. Administered ASIP, Windows, UNIX, and MacOS servers. Advised users on new technologies and their application to the core business strategy.
AvonInformation Technology Specialist
Jan. 1996 - Dec. 1998New York, NYImplementation, Installation, and maintenance of all hardware and software.
VerizonMaintenance Technician
Jan. 1994 - Dec. 1996Hackensack, NJInstallation and maintenance of outside and inside wiring for both residential and business telephone service. IBEW Local 827 Member.
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