Tissiana McColl

• Serve as the primary technical point of contact for customers throughout onboarding, implementation, and integration processes.
• Troubleshoot complex customer issues by analyzing data, identifying root causes, and partnering with engineering teams to deliver timely solutions.
• Took on expanded responsibilities during team changes, managing additional customer requests and support workflows previously handled by Customer Success Managers while maintaining a high level of service.
• Support 300+ educational institutions by validating data accuracy, monitoring platform reliability, and ensuring successful product adoption.
• Manage daily customer interactions through live chat and support channels, providing clear guidance and maintaining strong customer satisfaction.
• Translate customer feedback and technical issues into actionable insights for engineering and product teams to improve the user experience.
• Create support documentation, onboarding resources, and troubleshooting guides while mentoring new team members on support best practices.
• Collaborate with Customer Success teams to identify customer needs, improve retention, and increase product engagement.

• Supported the improvement of Blueprint’s Med School Study Planner (formerly Cram Fighter), a product used by thousands of medical students, by reviewing existing code, resolving bugs, and enhancing the overall user experience.
• Improved product scalability and reliability by contributing to engineering initiatives focused on streamlining and maintaining multiple product lines.
• Enhanced user experience and accessibility by contributing to internal design systems using MUI, styled components, and Storybook.
• Collaborated with QA and engineering teams to identify issues, improve product quality, and strengthen testing processes through knowledge sharing and continuous improvement.
• Worked with technologies including TypeScript, React, Next.js, GraphQL, AWS, Jest, React Testing Library, Python, Playwright, and Agile Scrum methodologies.

• Developed and maintained customer-facing applications for U.S. solar and battery storage provider, enabling seamless purchasing, payment, and account workflows.
• Enhanced payment system functionality to support multiple product offerings, financing options, agreements, and location-based requirements, improving user experience.
• Supported application reliability and user experience improvements using JavaScript, Angular, NgRx, Sass, .NET Core, Docker, Sitecore, and Salesforce.
• Collaborated with marketing and business teams to launch weekly promotions and enhance customer portal experience through user-focused improvements.
• Collaborated with marketing and business teams to launch weekly promotions and improve the customer portal experience through user-focused enhancements.

Completed 1000+ hours of full-stack software engineering education, with an emphasis in Ruby, Rails, JavaScript, React, and COMPSCI fundamentals.

Completed with 500+ hours of user experience design, with an emphasis in accessibility, design thinking, design methods, research, and collaboration.