Summary
Work History
Education
Skills
Work Availability
Interests
Additional Information
Timeline
Generic
Izzy Thornton

Izzy Thornton

Greater Seattle Area,WA

Summary

Problem solver with a passion for analyzing data, improving processes, and having a meaningful impact on the product and clients. Works in the intersection between product, engineering, support, and success facilitating cross-departmental communication by translating concepts and problems between technical and non-technical teams. Eager to contribute to team success through hard work, attention to detail, and excellent organizational skills.

Work History

Technical Product Manager

Brio Systems
Remote
2022 - 2022
  • Worked toward discovery of support and sales metrics to ensure data-driven decisions were made at 40 person startup
  • Created technical product documentation for internal stakeholders on the support, field operations, and engineering teams
  • Groomed backlog of nearly 300 issues to prepare for creation of new product roadmap as company direction shifted
  • Completed product QA ensuring features have pleasing, effective user interface and meet MVP

Support & Engineering Liaison

Brio Systems
Remote
2021 - 2022
  • Created manual QA process to assist engineering team and trained support on how to complete manual QA
  • Worked with engineering team to create testing plans that could be understood by support and field operations teams
  • Reviewed and prioritized bug reports and product feature requests and acted as customer advocate
  • Managed engineering and customer communications during LSEs
  • Provided internal technical documentation and training on topics such as SFTP, HL7, technical troubleshooting, and integrations

Product Support Analyst

CareMessage
Remote
2019 - 2021
  • Built out training and processes as first technical support team member for small health tech startup
  • Cross-functionally served as voice of customer in meetings with various stakeholders
  • Created internal and external product documentation to facilitate mutual understanding at all-remote company
  • Managed API (HL7 and SFTP) integrations for several hundred healthcare-focused clients
  • Logged and triaged bug reports and product feature requests to determine scope and priority on a weekly cadence

Product Tribe Lead, Voice and Data Workflow

Outreach
Seattle, WA
2018 - 2019
  • Voice and Data Workflow, Served the voice of customer in standup, sprint planning, and retrospectives
  • Internal product documentation and training delivery for support and success teams with training groups of up to 15 people
  • Completed manual QA testing on new and existing features, including training other team members on how to assist
  • Triaged bug reports and product feature requests on weekly cadence and advocated for timely solutions to high-priority issues
  • Liaised between support, success, product, and engineering to ensure successful cross-departmental communications

Technical Support Engineer

Outreach
Seattle, WA
2017 - 2019
  • Managed escalations (LSEs and ongoing client issues) with emphasis on using written and verbal communication skills
  • Developed, implemented, and delivered onboarding plan for support, including training others on how to deliver the onboarding
  • Optimized internal processes and wrote process documentation to improve customer experience and SLAs

Program Manager, Outlook Mobile Support

Microsoft
Redmond, WA
2017 - 2017
  • Worked with leadership and associates in 40 different retail stores to facilitate success providing remote chat support to customers
  • Gathered metrics and developed key performance indicators (KPIs) to track effectiveness of the pilot program
  • Acted as liaison between retail stores and external Outlook Mobile support team

Education

Certificate - Web Development

Bloc
Remote
2020 - 2022

Skills

  • JIRA, Shortcut, Trello
  • Confluence, Slite
  • Salesforce, Hubspot
  • Zendesk, Intercom
  • Bugsnag, Kibana
  • API, HL7, SFTP
  • Quality Assurance
  • Wireframing
  • Agile Methodologies
  • SaaS (B2B and B2C)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Interests

Product Management

Project Management

Program Management

Support Operations

Customer Experience

Quality Assurance

Additional Information

Seeking new work opportunities ASAP, please don't hesitate to reach out! I'd love to have a conversation if you believe I'm a good fit for your open position.

Timeline

Technical Product Manager

Brio Systems
2022 - 2022

Support & Engineering Liaison

Brio Systems
2021 - 2022

Certificate - Web Development

Bloc
2020 - 2022

Product Support Analyst

CareMessage
2019 - 2021

Product Tribe Lead, Voice and Data Workflow

Outreach
2018 - 2019

Technical Support Engineer

Outreach
2017 - 2019

Program Manager, Outlook Mobile Support

Microsoft
2017 - 2017

Similar Profiles

  • Maile Phillips

    Maile PhillipsMaile Phillips

    Server/Bartender/Team Lead at Brio Bravo RestaurantsServer/Bartender/Team Lead at Brio Bravo Restaurants

    View Profile
  • Victor Leal Perez

    Victor Leal PerezVictor Leal Perez

    Host at Brio Tuscan GrilleHost at Brio Tuscan Grille

    View Profile
  • Anthony Kroeger

    Anthony KroegerAnthony Kroeger

    Site Supervisor at Brio HomesSite Supervisor at Brio Homes

    View Profile
Izzy Thornton