Marlon Taylor

786-***-**** acg1hm@r.postjobfree.com

*** ********* ***. *** **, Miami Beach, FL 33139

Professional Agile, personable individual with over 7 years of experience in SaaS based

Summary support services. Motivated towards meeting organizational goals and

requirements with full understanding towards best practices. Quality team

member, leader, and coordinator that is also able to perform well as an individual.

HTML, CSS, XML/XSL Microsoft Office (Word, Excel, PowerPoint)

MySQL Proficiency with Windows XP/Vista/7/8,

Linux (Ubuntu), Mac OS X

PHP

Team oriented

Leadership

Basic Network Troubleshooting

Proper phone/email

etiquette

Work History ClinicSource, North Miami, FL

Nationwide SaaS based EMR solution that helps clinics to manage all aspects

of clinic documentation, billing, collections, reporting, and payroll.

Support Specialist July 2014 – Present

Team and independent research towards customer issue resolutions

Quality testing of application changes in QA environment

Testing includes logging test case and output

Test is limited to front-end functional testing of implemented changes and

results

Scalablesites.com, Miami Beach, FL

Web design and development firm based in Miami that focuses on helping small

businesses and entrepreneurs build a solid web presence.

CEO August 2014 – Present

Build the business through networking and personal contacts

Design websites by sitting with clients and understanding their business

needs

Develop sites in varying industries using WordPress backend systems

Incorporate available WordPress plugins to meet the needs of the

customer, validate HTML and CSS markups

Wyzant, Miami, FL

Personal tutoring solution for various industries

Personal Tutor November 2014 – Present

Provide superior one to one tutoring in HTML and CSS

Expand the knowledge of individuals who are not web savvy

Excel in creating superb HTML and CSS markup

Meltwater Group, Miami Beach, FL

Global SaaS organization whose digital content analysis provides over 20,000

companies with media intelligence and engagement.

Senior Technical Support Specialist February 2014 – July 2014

Coordinate on bi-weekly calls to discuss high visibility cases that relate to

high value customer accounts

Liaise on bi-weekly calls with senior engineering teams to plan towards

resolve customer facing issues that support were unable to resolve; using

detailed outlines

Interact with MySQL servers, Linux CentOS servers, JIRA ticketing system,

Terminal, and Mozilla Thunderbird to troubleshoot and respond to high

priority cases

Application level test cases on a bi-weekly basis with product management

and QA

Testing limited to front-end functional test cases

Logging of steps taken for QA test and functional output

Errors traced and logged for development reference

Global Support Lead June 2011 – February 2014

Coordinate global support efforts with team members in Asia-Pacific, Americas, and

Europe regions for optimal support service and quality

Train on-site coordinators from Jaipur, India to enhance service support knowledge and

improve response quality

Coordinate efforts with upper management to create an SLA for the Global Support

Team

Conduct regular feedback sessions with global sales teams to improve quality of the

company’s support services between the applications support team and business

Arrange, conduct review, and trial session IT Asset Management Software (Dell

KACE)

Review B2B providers for internal services (Conferencing [FUZE] and Email [Google

Apps])

Europe Support Lead July 2009 – October 2010

Provide systems and support for the organization’s Europe, Middle East, and Africa

region (offices spanning Germany, UK, Ireland, Scandinavia, Netherlands, France,

UAE, and South Africa)

Trained offshore resources to manage higher level support tasks. Closely monitored

work of the offshore team for 6 months. Maintaining weekly calls with the team and

monitoring their case responses while providing feedback

Manage internal support team by holding weekly meetings, provide quarterly

objectives, conduct quarterly reviews, and moral support

Key achievements:

o Increased overall transparency within the support team which resonated to

the organization thus increasing team morale and leading to better

productivity in support for the business

o Hired and trained a new Europe Support team member and fully trained

an in-house replacement Europe Support Lead

Americas Support Lead January 2007 – July 2009 ; October 2010 – July 2011

Set up web crawlers using a Graphical User Interface (GUI) to monitor many web

sources

Provide systems and support for the organization’s America region (offices spanning

across the US)

Interacted with clients to provide support for SaaS based service features

Liaise with offshore resources to ensure quality training of the team, business critical

cases are addressed, and projects are completed on schedule

Lead internal support team by holding weekly meetings, provide quarterly objectives,

conduct quarterly reviews, and moral support

Key achievements:

o Hired and trained new Americas Support team member to work directly

with our Latin American market

o Gained basic CSS knowledge, PHP programming skills, XML/XSL

knowledge, and JavaScript experience

Education Bachelor’s Degree in Computer Engineering Technology

DeVry University

Miramar, FL

May 2006

Certificates Web Guard Dog WordPress Security Certificate of Completion – July 2014

Web Scraping for Sales & Growth Hacking Certificate of Completion – July 2014

Introduction to PHP and MySQL Certificate of Completion – January 2012

Improv @ Just the Funny Certificate of Completion – February 2011

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