Jack Wallner

adjv1v@r.postjobfree.com 425-***-****

linkedin.com/in/wallnerjack

Experience

Zipwhip / Technical Support Specialist June 2020 – Present

● Research, resolve, and respond to customers regarding product problems by phone and email

● Document tickets in Salesforce with 99.2% satisfaction rate on customer CSAT surveys (65% team average)

● Consistently exceed metrics for number of tickets closed, averaging over 17 per day (9 per day team average)

● Answer phone calls in TalkDesk related to AT&T, Farmers Insurance, and general Support help

● Coordinate with Product and Engineering leads to advocate for the most pertinent customer issues

● Work collaboratively with internal teams (Sales, Billing, Operations) to support business development efforts

● Provide “Tier 2” technical support for AT&T Landline Texting for customers and AT&T support representatives

● Daily work with Python, JSON scripts, Confluence, Jira, and Salesforce

● Contracted via CampusPoint

Elderly Caretaker July 2018 – June 2020

● Assist with the daily needs of a hearing disabled elderly woman with progressive dementia while managing full-time class schedule

● Researched and planned outings and conversations to support her quality of life

● Coordinated with assisted living staff to manage communication and conflicts within her living community

● Manage interactions with doctors about her health issues and translate to her in an easy to understand way, reinforcing key points and keeping detailed records up to date Elevated Estates / Co-Founder September 2017 – June 2018

● Accepted into Cal Poly’s Startup Hatchery with the guidance of Entrepreneurship faculty where we were placed on the intensive track which included weekly meetings and business plan development

● Developed business partnerships for drone real estate footage by visiting local businesses and cold calling realtor offices

● Created and maintained www.elevatedestates.com website that generated over 1000 visits from targeted Google Ads in the San Luis Obispo area

● Collected information from local real estate agents to develop service offerings that resulted in a three-tier package structure from which clients could choose

Fullscreen Media / YouTube Partner August 2011 - October 2015

● Created video technology tutorials on issues that I experienced and turned them into an easier to understand guide using ScreenFlow video recording software

● Published in partnership with Fullscreen Media, who helped promote the videos and resulted in a 60/40 split on profits of the videos

● Learned search engine optimization to customize video titles and descriptions to maximize views which resulted in 2,000 subscribers and 1,590,000 views from 840 videos Education

University of Washington – Bothell June 2020

B.A. Business Administration, Management Information Systems Minor in Computer Science and Software Engineering

● 3.9 cumulative GPA

● Dean’s list all quarters

California Polytechnic State University – San Luis Obispo September 2015 – June 2018

● Completed three years of coursework towards Software Engineering major and Entrepreneurship minor Interests

● DECA 2015 National Qualifier in Sports and Entertainment Marketing

● Big Data Bowl 2020 National Football League Data Analytics Kaggle Competitor

● Long distance running, Ultimate Frisbee