Alex Sargent
Philadelphia
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
9
9
years of professional experience
Work History
Senior Technical Support Analyst
Monetate
12.2024 - 12.2025
- Managed daily ticket resolution and provided platform-specific technical assistance.
- Ensured strong client satisfaction through timely responses and high-quality technical support.
- Developed documentation for the client facing knowledgebase
- Communicated client feedback to Product Team.
- Worked directly with engineering teams to alleviate backend issues.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
Engagement Manager
Marigold
12.2022 - 05.2024
- I managed a group enterprise client accounts as the technical point of contact for scoping new workflows, troubleshooting/optimizing existing workflows, and communicating major updates and/or system changes to my clients.
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Consulted with various teams to establish best practices and process improvements.
- Led recurring cross-functional meetings and stand-ups, ensuring alignment across stakeholders.
- Managed process creation, time tracking/reporting, and budget utilization across multiple initiatives.
Technical Operations Manager
LiveRamp
10.2019 - 12.2022
- Resolved complex MarTech and AdTech issues by navigating cross-functional teams and applying deep domain expertise.
- Enabled clients to adopt and maximize LiveRamp’s platform; delivered product demos and solution guidance.
- Maintained SLA targets and managed communication with internal and external stakeholders.
- Authored and improved documentation to streamline support and client enablement.
- Excelled in ambiguous, fast-changing environments while continuously expanding technical skills.
Senior Technical Support Analyst
Monetate
02.2017 - 10.2019
- Provided advanced technical support for enterprise-level digital experience issues, including API, HTML, CSS, and JavaScript troubleshooting.
- Diagnosed platform problems impacting millions of site visitors; collaborated with engineering teams on scoping.
- Drove SLA attainment and high client satisfaction through rapid, high-quality resolutions.
- Created and enhanced customer-facing documentation for the Monetate KnowledgeBase.
- Tested new software prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Created user accounts and assigned permissions.
Education
B.A. - Communications, Media Studies
Villanova University
Villanova, PASkills
- Customer support
- Incident management
- Issue resolution
- Skilled in complex problem resolution
- Customer engagement
- Training program management
- Strategic communications
- Customer satisfaction
- Process optimization
- Proficient in agile work environments
- Prioritization and scheduling
Timeline
Senior Technical Support Analyst
Monetate
12.2024 - 12.2025
Engagement Manager
Marigold
12.2022 - 05.2024
Technical Operations Manager
LiveRamp
10.2019 - 12.2022
Senior Technical Support Analyst
Monetate
02.2017 - 10.2019
B.A. - Communications, Media Studies
Villanova University