Dawna Trautman
Las Vegas,NV
Summary
Organized and dependable candidate successful at managing multiple projects simultaneously with a high degree of accuracy with a positive attitude. Hardworking and passionate to assist vendors in onboarding in a quick and efficient manner. Willingness to take on added responsibilities to meet team goals.
Overview
35
35
years of professional experience
Work History
Technical Support Manager
Zywave/ITC
10.2013 - 10.2016
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Managed customer contact center with 9 support representatives.
- Increased customer satisfaction ratings to 99%.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
API Lead
Zywave
10.2016 - 01.2024
- Enhanced application performance by optimizing PHP code and implementing caching strategies.
- Developed secure and efficient APIs for seamless integration with various front-end applications.
- Collaborated with cross-functional teams to design, develop, and launch scalable software solutions.
- Simplified complex data processing tasks by creating reusable code libraries and modules for the team.
Suppor/Trainer//Trainer/Test/Trainer/Retention Specialist
Zywave/ITC
10.1998 - 10.2013
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviors throughout training process.
- Testing various products for enhancements and research
Education
Bachelor of Science - Management, Accounting, Programming And Database A
Columbia College
Fort Worth, TXSkills
- Postman proficiency
- Debugging techniques
- Technical support determining issues and providing resolution including updating code
- User Support
- User Research
- Decision-Making
- Microservices architecture
- Strong API project management
- RESTful APIs proficiency
- XML and JSON handling
- Swagger and OpenAPI usage
Additional Information
Ability to use previous support, training, testing, insurance and underwriting knowledge to assist both vendors and internal developers and Product Owner to onboard, maintain, update and create new company API.
Timeline
API Lead
Zywave
10.2016 - 01.2024
Technical Support Manager
Zywave/ITC
10.2013 - 10.2016
Suppor/Trainer//Trainer/Test/Trainer/Retention Specialist
Zywave/ITC
10.1998 - 10.2013
Bachelor of Science - Management, Accounting, Programming And Database A
Columbia College
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