Technical Account Manager
Resume:
Michelle McLin
Technical Account Manager
Aurora, CO
******@******.***
Work Experience
Technical Account Manager 3 ISV
Twilio - Denver, CO
February 2021 to Present
● Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
● Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
● Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
● Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need
● Development experience in Javascript, VOIP / SIP Applications, WebRTC
● Onboarding staff and customers
● Training (Mentoring) Voice Product and Messaging Product
● Meeting weekly with customers/Time Management
● Demonstrating product knowledge and presenting applications to customers.
● Advanced Knowledge of API/SDKs
● Experience with Software/Management Tools (Salesforce)
● Recruiting/Interviewing/Developing a Team of learning professionals
● Onboarding new TAMS
● Communicating with cross functional teams
Technical Support Engineer
Twilio - Denver, CO
February 2020 to Present
● Supporting our customers' use of Twilio’s Programmable Voice product.
● Expert for Twilio’s Programmable Voice Products in SIP, PSTN, and Rest API.
● Providing friendly, professional customer service, while problem solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email and chat mediums.
● Completed TAM Immersion Experience Program
● Write Weekly and Monthly Reports
● Analyze Packet Captures in Wireshark
● Live the Twilio Magic, by wearing the customer shoes, writing it down, and ruthlessly prioritizing.
● Writing knowledge articles for Confluence Wikis
● Advanced Linux, PHP, HTTP experience
● Intermittent in Python, SQL, and JAVA
● Provide Customer Management
● Provide Presentations on Support Tickets for Analysis
● Oncall for Sundays
Senior Customer Tech for Western Region
Motorola Solutions - Westminster, CO
February 2018 to February 2020
● Occasional Interim Manager
● Remote Telephony support for installation, configuration, and troubleshooting for software applications and hardware
● Analyze Asterisk, Gateway, E911, ALI, Router, Switch, and Email Logs
● Analyze Packet Captures in Wireshark
● Provide Software Support Training to Customer and Staff
● Managing Staff and Triaging support tickets to appropriate staff
● Escalation Point for Unresolved Support Tickets, Questions, and Concerns
● Investigate Network Segmentation, Load Balancing, CPU Usage
● Remote Desktop Connection for Application Installation and Maintenance
● Advanced Linux Experience
● Performed Application Configuration Changes to Prod/Dev/Test Environment
● Performed Application Bounces/Hardware Replacement/Hardware Factory Resets
● Able to analyze and recommend procedures or enhancements/improvements
● Troubleshoot end user PCs and Laptops
● Provide Presentations on Support Tickets for Analysis
● On call For Weekends and Afterhours
Covenant Retirement Communities
Desktop Support Analysts - Chicago, IL
October 2016 to August 2017
● Manage the Help Desk operation and staff in order to provide high-quality support to system end users.
● Use Help Desk software to log, monitor and close end user support requests.
● Imaging and Installing Software for Laptops and Thin Clients
● Active Directory - Add and Manage User Accounts and Devices
● Set up PCS, Printers, Scanners at workstations
● Administrator for Microsoft Office 0365 by Creating Accounts, Managing Mailboxes
● Manage Inventory for Hardware. Ship and Receive Hardware.
● Coordinate Campus Network Coordinator position descriptions, training and meetings. IT Lead -Management Support Specialist
Datix USA Inc - Chicago, IL
September 2013 to October 2016
● Track Support requests in an electronic system
● Analyze and respond to client requests for support
● Document issues and resolution
● Design and enhance training materials to support the application suite
● Create e-learning tools to assist in training delivery
● Delivery training courses to clients in the United States and Canda
● Perform Configuration of the web application to meet customer requirements
● Assess customer requests for configuration changes
● Troubleshoot Web Application Issues
● Manage Ticketing Systems for Customer Request
● Contribute suitable material to the knowledge base library
● Format and Maintain a library of communications for client base
● Produce, maintain, and update project deliverables
● Create and execute test plans
● Test Configuration updates or software release to ensure quality Tech Support
Help Desk Comcast - Woodridge, IL
February 2012 to September 2013
● Provide customer service to callers requesting assistance
● Troubleshoot Internet routers and modems
● Troubleshoot wireless connection, wireless media, and cabling
● Possess knowledge of LAN, WAN, DHCP, and DNS
● Troubleshoot cable boxes, remotes, and coaxial cables
● Update user information and reset user credentials
● Provided materials to knowledge base library of articles
● Track Support requests in an electronic system
● Manage and perform daily routine tasks for our ticketing system IMS Education
Bachelors of Science. in Political Science
Illinois State University
2005-2009
Certificate in Paralegal Studies
Roosevelt University
2013
Certificate in Technical Writing
Depaul University
2014
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