Summary
Overview
Work History
Skills
Professional Attributes
Timeline
Generic

David Birdsall

Portland,OR

Summary

Results-driven Technical Support and Business Systems Analyst with over 6 years of experience in subscription workflow management, IT service delivery, and cross-functional collaboration. Adept at using Zuora Workflows (Liquid, API integrations) to ensure seamless data flow, and skilled with Atlassian tools (Jira, Confluence) for issue tracking and knowledge management. Recognized for empathetic communication, customer advocacy, and team leadership that drive efficient resolutions and maintain user satisfaction.

Overview

8
8
years of professional experience

Work History

Business Systems Analyst

Extensis
06.2023 - Current
  • Zuora Workflows: Resolve failed workflows daily, ensuring accurate end-to-end data flow for subscription management.
  • Liquid & API Updates: Maintain and enhance workflows using Liquid logic and API calls, integrating Zuora with internal systems.
  • Collaboration: Partner with CRM Administrators, Finance, and Development teams to troubleshoot issues and implement workflow updates.

IT / Helpdesk

Extensis
06.2021 - 06.2023
  • Technical Support: Handled day-to-day IT requests, including hardware/software configurations, user account management, and escalations.
  • Documentation: Created internal how-to guides and troubleshooting docs in Confluence for quick reference.
  • System Maintenance: Performed user permission audits, assisted in scheduled system maintenance, and coordinated with engineering on critical issues.

Technical Support Team Lead

Extensis
01.2019 - 06.2021
  • Customer Escalations: Acted as the primary resource for complex issues with Universal Type Server/Client, collaborating with engineers to expedite fixes.
  • Team Management: Oversaw a team of Technical Support Specialists, set performance goals, and ensured customer satisfaction metrics were met.
  • Process Improvements: Established best practices for ticket triaging in Jira, reducing average resolution times and improving knowledge sharing.

Technical Support Specialist

Extensis
08.2017 - 06.2019
  • Frontline Troubleshooting: Resolved software deployment conflicts, performed log analysis, and escalated advanced bugs.
  • Collaboration & Feedback: Liaised with developers to document issues thoroughly, influencing product enhancements and patch releases.
  • Customer Advocacy: Maintained transparent, empathetic communication with end-users, building trust and improving satisfaction scores.

Skills

  • Atlassian Tools: Jira Administration, Confluence
  • Subscription Platforms: Zuora Workflows (Liquid, API integrations)
  • General Troubleshooting: Mac/Windows OS, hardware/software issues
  • Basic SQL: (SSMS, MySQL) – comfortable with simple queries and updates
  • Scripting: Bash, Ruby, Linux/Unix fundamentals
  • Communication & Leadership: Team management, conflict resolution, cross-functional collaboration

Professional Attributes

  • Customer-Centric Approach: Known for empathetic, transparent communication when resolving complex technical issues.
  • Cross-Functional Collaborator: Experienced in partnering with Product, Finance, and Business Systems teams to deliver successful outcomes.
  • Adaptable and Proactive: Thrives in startup-like environments, quickly learning new tools and processes to meet changing business needs.

Timeline

Business Systems Analyst

Extensis
06.2023 - Current

IT / Helpdesk

Extensis
06.2021 - 06.2023

Technical Support Team Lead

Extensis
01.2019 - 06.2021

Technical Support Specialist

Extensis
08.2017 - 06.2019

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David Birdsall