Manager Customer Service

Sabrina Tysco

** ********** **., *********, ** **090

315-***-**** *******.*****@*****.***

PROFESSIONAL PROFILE

A motivated and accomplished leader with 5+ year of experience in SaaS support, troubleshooting and testing. Over 5 years of experience writing technical documents, including customer and technician training guides, training manuals, Knowledgebase articles, Wikis, and Help Documentation. Specific expertise in Agile and Scrum. Welcomes an innovative position focusing in the empirical theory of Scrum. Key competencies include:

Proficiency in Scrum, Agile, Version One, SQL Management Studio, Microsoft Office Suite, Advanced in Excel, RedGate, and Bugzilla

Expert ability to lead groups of employees and communicate with support and stakeholders for a product

Adaptable team builder accustomed to the integration of new protocols, while maintaining transparency and constant inspection for improvement and needed modifications

PROFESSIONAL EXPERIENCE

DUMAC Business Systems, Inc., East Syracuse, NY

SBO Assistant Support Manager January 2016 – Present

Manage and train in-house and remote SBOnet Data Team and Customer Service Team technicians

Facilitated daily and weekly meetings with multiple companies to identify and alleviate any pain points

Project Manager for new SBOnet Concepts, priority customers, and other projects requested via the Product Manager and IT Director

Created and maintained RedGate Projects which included training technicians how to execute and modify projects

Responsibilities pertaining to Scrum included; relaying SBOnet team and customer needs to the Product Manager, attended Sprint Reviews, Retrospectives, and Pokers, and document and relayed protocol changes to the SBOnet Support Manager from Retrospectives

Trained SBOnet technicians on creating and executing test plans, writing and comprehending stories and defects using Version One, protocol on Sprint Review presentations, and implemented protocol changes from Sprint Retrospectives

Created and maintained Help Documentation being used for the SBOnet website Help Feature

WebServices Analyst September 2011 - January 2016

Provided exceptional customer service support through written, oral, and in-person communication

Team lead in training customers and new technicians on using SBOnet features

Team lead in testing through Version One responsibilities included; writing and updating Stories/Defects, creating test plans, passing/failing Stories, maintaining documentation for released features, leading Sprint Reviews, and training new testers

Team lead installer responsibilities included; installing SBOnet and Drive Thru Timer software, troubleshooting escalated installation errors, maintaining installation and troubleshooting guides, and training new installers

Assisted with high priority calls requiring SQL Management Studio skills, and the use of RedGate to copy between SQL databases

GLC Business Services, Syracuse, NY June 2011 - September 2011

Receptionist

Provided optimal customer services through a variety of types of communication; written, verbal, and in-person

Required a high level of multi-tasking, ability to prioritizing, and adaptability, as I completed my own tasks and overflow from secretaries and paralegals

George I. Sanchez Charter School, San Antonio, TX August 2010 – May 2011

Paraprofessional

Assistant to the Director of Special Education, and Assistant to the Director of English as a Secondary Language (ESL)

Instructed courses in Geography, English, Spanish, and substituted elsewhere as needed

Additional duties included; supervising Lunch and Afterschool activities and one-on-one mentoring in the Special Education Learning Center

Pizza Hut, San Antonio, TX August 2009 – October 2010

Assistant Manager

Managed and trained employees, and the store, according to Pizza Hut requirements and regulations

A leader in opening/closing the store, and ensuring the highest level of customer satisfaction

Ran daily and weekly POS programs and reports, along with cash management

EDUCATION / CERTIFICATIONS

St. Mary’s University, San Antonio, Texas May 2011

Masters Degree in Educational Leadership, for Secondary Education, with Distinction

G.P.A. 3.97

State University of New York (SUNY) at Cortland May 2009

Bachelors Degree in History, with a Concentration in Economics

G.P.A. 3.69

Professional Scrum Master level I (PSM I) February 2017

Studying for Professional Sum Master level II (PSM II)

COLLEGE ACHIEVEMENTS

Phi Alpha Theta Honor Society

President’s List (Spring 08) & Dean’s List (Fall 06, Fall 07, Spring 09)

President of SUNY Cortland History Club (Fall 08- Spring 09)

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