Summary
Overview
Work History
Education
Skills
Websites
Timeline
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James Lanham

Newark,NJ

Summary

Experienced Support Associate with an excellent reputation as the acting liaison for internal and external stakeholders. Always striving to be a proactive problem solver in order to support broad success.

Overview

6
6
years of professional experience

Work History

Platform Support Lead

Flatiron School
New York, NY
03.2021 - Current
  • Used coordination and planning skills to achieve results according to schedule.
  • Resolved problems, improved operations and provided exceptional service.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Improved operations through consistent hard work and dedication.
  • Created spreadsheets using Microsoft Excel for quarterly reporting.
  • Used JIRA to manage tickets from internal employees. (average about 80 per month)

Senior Product Support Associate

Flatiron School
New York , New York
11.2019 - 03.2021
  • First line of support and primary point of contact, fielding all support requests from students and employees to and from other departments and administration
  • Communicate with students to support their journey by fulfilling technical requests
  • Provide technical assistance to instructors for their instruction and curriculum platforms
  • Proactively solve system problems that assist students, instructors, and administration
  • Maintain and update existing knowledge base of help articles used to support students using Learn application
  • Serve as liaison between users and Software Engineering/Product Team
  • Collaborate with Product, Engineering, Admissions, and Operations team to continue to build and improve Salesforce integration with in house Registrar application. (Project Brickhouse)

Senior Associate of Professional Education

Flatiron School
New York, New York
08.2018 - 10.2019
  • Accessible as the first point of contact for all student support.
  • Scheduled 1:1 meetings with students to discuss issues, need of support, and their program progression.
  • Coordinated class schedule for students in different tracks.
  • Managed student records, reported instructional hours, overlooked attendance, and regulates change of study for individual students.
  • Resolve Tier 1 and Tier 2 issues for Admissions, Education Team, and Learn.co Users
  • Work with Engineering team to establish support workflows, and escalate student blockers to appropriate channels
  • Liaise with Operations Team to create workflows for Admissions in Salesforce

Education

Television And Radio Production

Montclair State University
Montclair, NJ

Skills

  • JIRA, Intercom, Zendesk, Salesforce, Stripe proficient
  • Software diagnosis
  • Staff education and training
  • Application support
  • Customer service expert
  • Technical issues analysis
  • Technical documents comprehension
  • Critical thinking
  • Analytical skills
  • Flexible & Adaptable
  • Training & Development

Timeline

Platform Support Lead

Flatiron School
03.2021 - Current

Senior Product Support Associate

Flatiron School
11.2019 - 03.2021

Senior Associate of Professional Education

Flatiron School
08.2018 - 10.2019

Television And Radio Production

Montclair State University

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James Lanham