Isaac Slade
Astoria,NY
Summary
Accomplished Technical Operations professional with 15+ years of experience bridging the gap between complex technology and organizational goals. Proven track record in high-stakes SaaS and Enterprise environments managing cross-functional workflows and technical implementations. Experienced at streamlining office operations and coordinating project deliverables in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Telephony Engineer (Tier 3 / Platinum Support)
Dialpad
08.2020 - 03.2026
- Technical Consulting: Advised Enterprise clients on platform architecture, optimizing IVR configurations, call handling workflows, and account data security.
- Carrier & Vendor Relations: Acted as the primary technical liaison with partner carriers to resolve complex telco network interoperability issues, with a specialized focus on SMS/MMS delivery architecture.
- Process Implementation: Partnered with Product and Engineering teams to escalate bugs and drive product improvements based on high-level technical audits and client feedback.
- Incident & Outage Coordination: Led cross-functional communications during critical system outages, facilitating emergency meetings between Engineering, Management, and Team Leads to drive rapid resolution.
- Stakeholder Management: Orchestrated high-stakes conference calls with CEOs and Executive Leadership from Enterprise clients to provide technical root-cause analysis and strategic roadmaps for issue resolution.
Operations Support / Account Management
Ubisoft
12.2018 - 08.2020
- Verify and Manage customer accounts and purchases
- Identify and investigate fraudulent activities, transactions, and suspicious patterns
- Diagnose technical issues regarding, PC, software, network, and games
- Address customer concerns and inquiries using available internal resources
- Analyze customer-reported problems to determine and eliminate underlying issues
Software Implementation Engineer
Avalara
06.2016 - 12.2018
- Project Lifecycle Tracking: Utilized Jira and Salesforce to track project information and resource allocation for multi-phase software connector rollouts including Microsoft Dynamics, Intuit Quickbooks, Netsuite.
- Knowledge Management: Created and updated technical troubleshooting articles for internal and external teams to improve resolution speed.
- Technical Consulting: Support and advise customers with highly complex software issues and troubleshoot third party calculation connectors via phone, emails, and chat. Review reports, audit logs, update and manage customers financial accounts
Technical Account Specialist (Amtrak Division)
IBM
01.2014 - 01.2016
- Transportation Sector Support: Provided dedicated technical assistance for Amtrak personnel, ensuring operational continuity for transit employees, conductors, and station staff.
- Identity & Access Management (IAM): Managed large-scale account security protocols, including VPN/Remote Access troubleshooting (Citrix) and multi-factor authentication.
- Incidents & Outages Report: Worked with multiple teams to identify outages and prepared service requests to proper departments and teams that required to be present at the location.
Quality Inspection/CNC Operator
AW North Carolina
01.2011 - 12.2013
- Program mills and lathes by entering numbers, instructions, setting tool registers, and conditional switches.
- Documenting actions by completing production and quality logs to determine the work progress for the day, completing and calculating end of the day paper work and results.
- Sets-up mills and lathes by installing and adjusting three/four-jaw chucks, tools, and attachments.
- Inspected the quality of the parts produced and precisely measured them using specified measuring tools.
- Fixed any problems and issues with the machines very quickly and efficiently for my team to resume work.
- Responsible for the supervision of employees in my section working on the machines and parts I inspected and adjusted.
- Responsible for the training of new employees working under me.
Education
Associate in Applied Science (AAS) - Computer Information Technology
Vance-Granville Community College
Henderson, NCSoftware Specialist Certificate -
Vance-Granville Community College
Henderson, NCIT Foundation & Open Source IT Certifications -
Wake Tech Community College
Raleigh, NCSkills
- Project Coordination & Milestone Tracking
- Stakeholder & Executive Communication
- Incident Response & Escalation Management
- Process Optimization & Documentation
- Vendor & Carrier Relations
- Cross-Functional Team Leadership
- Risk Mitigation & Problem Resolution
Languages
English
Arabic
Timeline
Telephony Engineer (Tier 3 / Platinum Support)
Dialpad
08.2020 - 03.2026
Operations Support / Account Management
Ubisoft
12.2018 - 08.2020
Software Implementation Engineer
Avalara
06.2016 - 12.2018
Technical Account Specialist (Amtrak Division)
IBM
01.2014 - 01.2016
Quality Inspection/CNC Operator
AW North Carolina
01.2011 - 12.2013
Associate in Applied Science (AAS) - Computer Information Technology
Vance-Granville Community College
Software Specialist Certificate -
Vance-Granville Community College
IT Foundation & Open Source IT Certifications -
Wake Tech Community College