Crystal Brown
Villa Rica,GA
Summary
Experienced Tier 2 Support Engineer in providing comprehensive technical support to users and resolving complex technical issues. Advanced knowledge of Ad Serving and Analytics operations with dedication to see issues through to end. Adept at solving complex issues. Works well in remote and desk-side environments.
Overview
15
15
years of professional experience
Work History
Tier II Support Engineer
Sizmek/Amazon
04.2015 - Current
- Troubleshoot issues and develop solutions for ads in platform, web and in-app.
- Troubleshoot issues with client reporting such as discrepancies with data.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to help maintain SOP documentation.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and via chat.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Apply custom fixes when needed: this may be a CSS injection using JS or a JS custom fix.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to enact corrections.
- Maintained response times to support business continuity.
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented faults and bugs for referral to P&E for bug fix or support.
- Communicated with stakeholders to share critical technical information and deliver project updates.
Web Support Technician
University of West Georgia
01.2014 - 04.2015
- Helped with maintenance of department websites
- Helped train department users in University CMS
- Helped with department migrations to updated template
- Worked with University departments to build out department websites.
Web Developer
Exceleron Designs
03.2012 - 01.2014
- Lead developer
- Provided front-end website development using MODx, and other editing software.
- Managed sites using cPanel
- Fashioned email templates for clients
- Built documentation for clients who would maintain their own sites
- Developed user-friendly web forms with validation and error handling.
- Aided with jQuery coding development
Web Admin
University of West Ga Alumni House
08.2011 - 03.2012
- Worked as Student Assistant maintaining Alumni House website
- Worked to revamp and revitalize the online giving pages.
Student Assistant
University of West Ga Computer Sci Dept
06.2009 - 05.2011
- Tutored students in Computer Science Lab in C#, JAVA, Ruby and Web Development courses, and in using tools such as Eclipse or Visual Studio
- Worked as Teachers Assistant in classroom settings
- Helped professors with grading
- Helped Computer Science department update equipment for department classrooms.
Education
BS Computer Science -
University of West Georgia
Associates Degree, Computer Information Systems, Internet Specialist -
West Central Technical College
Skills
- Technical Writing
- Technical Documentation
- Troubleshooting Skills
- Technical Analysis
- Technical Support
- Ticketing Systems
- Analytical Thinking
- Problem Solving
- Technical Troubleshooting
- Team Collaboration
- Time Management
- Customer Service
- Scripting Languages
- User Support
- Debugging Skills
- Project Management
Accomplishments
I owned the Domain Management project to update and maintain the domain management pages: https://tiny.amazon.com/kdy2l71c/wamazbinviewAdSeInteProcDoma & https://tiny.amazon.com/8jfnfob8/wamazbinviewAdSeInteProcDoma
I also managed a project to develop an Account Decom/Recom tool for Support to enable Support to auto disable or enable a comma separated list of accounts and users. This tool simplified decommissioning or recommissioning accounts for support owners and reduced errors made when doing this very manual task.
I managed the Ad Server domain SOP and reviewed all Ad Server domain tickets for our WBR and contributed to this weekly document. I also worked as an ADSP SME to help our team get up to speed with issues involving AAS and ADSP, as well as being an SME for other domains within the Ad Server.
I handled the nightly handoff call for the NAM team - making sure that the APAC team was aware of issues for their oncoming shift.
I contributed to the WBR document weekly not only by owning the Ad Serving domain section but by running the meeting once a month including helping to review the document with our Support team. I also created a new WBR document template for the team to use for our weekly WBR which helped the team deep dive where needed so that we were sharing important information on our business reviews.
I took action, making improvements to ticket handling processes on the AAS team and shared suggestions as I saw issues including writing up one-pagers for improvements.
References
- Josh Cole, AAS Tech Support Manager Amazon, 678-508-0826
- Jason Brown, Manager Tier 2 Tech Support Amazon, 404-951-9028
- Ryan Kidd, CEO Exceleron Designs, 561-935-4336
- Jim Devine, Sales at Exceleron Designs, 561-935-4336
Timeline
Tier II Support Engineer
Sizmek/Amazon
04.2015 - Current
Web Support Technician
University of West Georgia
01.2014 - 04.2015
Web Developer
Exceleron Designs
03.2012 - 01.2014
Web Admin
University of West Ga Alumni House
08.2011 - 03.2012
Student Assistant
University of West Ga Computer Sci Dept
06.2009 - 05.2011
BS Computer Science -
University of West Georgia
Associates Degree, Computer Information Systems, Internet Specialist -
West Central Technical College
Similar Profiles
Sidorin RomanSidorin Roman
Freelance Motion and Graphic Designer at SEMrush, Smartcat, Sizmek, And MoreFreelance Motion and Graphic Designer at SEMrush, Smartcat, Sizmek, And More
Jigyasu AnandJigyasu Anand
Software Development Engineer in Test at Amazon(Amazon Autos)Software Development Engineer in Test at Amazon(Amazon Autos)
David BechbergerDavid Bechberger
Principal Graph Architect at Amazon - AWS - Amazon NeptunePrincipal Graph Architect at Amazon - AWS - Amazon Neptune