Amanda Foss
Louisville,KY
Summary
Self-motivated Product Support Supervisor with 7 years of comprehensive experience leading a team supporting multiple products. Expertise in database structure, workflow management, and communicating across organizational units to meet customer's needs. Passionate about database and driven by measurable results and inspiring the team.
Overview
7
7
years of professional experience
Work History
Product Support Supervisor
Charter Communications Inc
01.2022 - Current
- Manage data and programmatic issues via ticket system.
- Delegate tasks to support staff to address tickets based on multiple organizational unit's timelines.
- Develop internal requirements and standards to minimize regulatory risks and liability across programs.
- Manage technical writing and reporting to business partners in order to improve supported platforms.
- Maintain product management staff by recruiting, selecting, orienting and training 7 employees.
- Communicate across multiple organization units to reduce roadblocks and minimize downtime due to ticket issues.
- Continued develop and learning in order to stay on the forefront of database updates, program changes, and design parameters.
Field Support Engineer Supervisor
Rainbow Design Services
04.2017 - 01.2022
- Led FSE team in completing support tickets for V8i, ACAD, and LODE Data.
- Updated and maintained spec files in relation to current design standards.
- Maintained and updated design standards documentation.
- Advanced personal skill set through ongoing professional development opportunities, staying current with emerging technologies. Including multiple SQL courses.
Education
Broadband Technology
NCTI
MongoDB University
Skills
- Staff Management
- Customer Service
- Multitasking and Organization
- Leadership and Change Management
- Prioritization
- Report Preparation
- Ticket management
- Database Administration
- Relationship Building
- Coaching and Mentoring
- Escalation management
- Data Management
Accomplishments
- Self taught SQL and MongoDB.
- Reduced ticket counts from 900 down to 250 average.
- Improved average ticket turnaround times from days to 1 hour on average.
- Developed a KPI including a SLO for every ticket.
- Completed several large scale data export projects to assist design and construction.
Timeline
Product Support Supervisor
Charter Communications Inc
01.2022 - Current
Field Support Engineer Supervisor
Rainbow Design Services
04.2017 - 01.2022
Broadband Technology
NCTI
MongoDB University