Application Support Engineer, Team Lead & Operations Lead Resume

SUMMARY:

Expert in anything with an Apple logo. Empathetically harnessing the front facing and underlying skillsets of the most powerful machines on earth - people.

EXPERIENCE:

Confidential

Application Support Engineer, Team Lead & Operations Lead

Responsibilities:

Stress tested 1 st Party and 3rd Party applications across multiple platforms, including Confidential Assistant on iOS and Android and Confidential Home.
Ensured 1 st & 3rd party partners were adhering to Confidential 's legal and ethical policies.
Assisted app creators in taking their apps live by providing feedback and support.

Team Lead

Confidential

Responsibilities:

Provided resources and acted as main POC to ensure SLA targets were met weekly, monthly and quarterly.
Documented and tracked issues and with focus on improvements to features and processes.
Created ENUMS and canned responses for review agents, cutting review time by 30%.
Led team of 14 review and support agents in Mountain View.

Operations Lead

Confidential

Responsibilities:

Created Review & Support playbooks to help mentor and guide review testers and support engineers that seen review flip rates drop by over 60%.
Manage 40+ reviewers, support engineers and translators across several time zones.
Train new teams in EMEA and APAC locations to ensure agent expectations we met.
Leading expansion of Confidential Assistant into international territories such as Dublin, Tokyo, Manila and London.
Created an internal KB site where global teams linked up in an effort to create a "one team” culture.
Created a process that allowed SLA to be consistently 90%+ without sacrificing quality.
Created a metrics dashboard that compiled, verified and reported on multiple metrics including SLA, mTRT, TAT, Median Review Time and utilization.
Improved talent acquisition and hiring process, that resulted in 50% quicker on boarding time, cheaper headcount costs and created a training platform that seen new hires at full production in 2 weeks, instead of 5 weeks.

Confidential

Executive Tech Support Lead

Responsibilities:

Provide day-to-day white glove process and technical support to high touch, high value corporate executives such as the CEO, for internal desktop systems software and hardware, application training, and overall incident ownership and management.
Leverage 3rd party and parent company Information Technology resources when needed to resolve issues.
Update and maintain Service-Now (ITIL) from an administrative level.
Liaise with Enterprise Engineering, Telecom Engineering and Security teams to find the best solutions to end user and back end issues.
Maintain 90%+ SLA for all Incident tickets and following up with other teams to ensure agreements are met.
IT Hardware: Maintain, repair and order equipment to maintain peak organization efficiency.

Confidential

Executive Tech Support Lead

Responsibilities:

Provide day-to-day white glove process and technical support to high value c-level executives such as the CEO, for internal software and hardware, application training, and overall incident ownership and management.
Maintain 90%+ SLA for all Incident tickets and following up with other teams to ensure agreements are met.
Led a global team of 10 in two teams - Client Support and Operations.
Frequently traveled with C-Level teams to conferences and events, owning the tech and AV process from start to finish, ensuring the same level of excellence was delivered.

Confidential

Sr. Director of I.T

Responsibilities:

Managing a global team of 18 in two locations, Mountain View & Czech Republic o Re-designed, implemented, and maintained complete global IT infrastructure including the virtual environment (AWS and Azure) as well as a physical data center in MV.
Migrated all primary business platforms to Cloud based services such as Dropbox, MS Office 365, and Jira. o Implemented Single Sign On (SSO) across all business applications utilizing the Okta SSO platform.
Developed all IT related policies (Data Retention, Data Usage, BYOD, etc.) in collaboration with HR and Legal.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship