Joshua Soulliere
Support Engineer
Chicago,IL
Summary
Experienced Support Engineer with more than 8 years of experience in customer service and more than 5 years providing comprehensive technical support. Passionate about solving tough cases. Lover of all things tech. Everything's a puzzle.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Customer Support Engineer
Alteryx, Inc.
Broomfield, CO
07.2021 - 05.2023
- Used remote diagnostic tools (such as Wireshark and Fiddler) to identify sources of certain customer issues.
- Obtained KCS Certification and Alteryx Designer Core Certification.
- Demonstrated proficiency in diagnosing / fixing network and environmental issues for both Windows Server and Windows environments.
- Undertook role as SME Team Captain for one of the more complex category of cases (Predictive tools).
- Consistently met team-wide case taking goal of 40 per month while helping to keep KCS articles updated and continuing to take on additional SME paths.
- Became proficient with active directory services such as Azure and setting up custom API applications.
Escalations Support Technician
Alchemer
Boulder, CO
04.2020 - 07.2021
- Ran bug prioritization meetings in order to ensure important issues affecting a wide array of customers were resolved efficiently.
- Created workarounds for existing bugs using methods built into the software (including API) as well as using Lua and Javascript.
- Shared ownership of our incident management process and collaborated with SREs to handle incidents when they arose.
- Trained/coached other team members on more complex integrations and features such as SSO, Salesforce, Webhooks, Microsoft Dynamics, etc Performed advanced troubleshooting to tackle hard cases that otherwise have hit a dead-end.
Technical Support Specialist
SurveyGizmo
Boulder, CO
09.2017 - 04.2020
- Cordially resolved customer questions and feedback while maintaining professionalism and interaction goals. Lead trainings for new hires as well as advanced training for employees.
- Created workarounds for existing bugs using methods built into the software as well as using Lua and Javascript.
- Styled and tweaked surveys using CSS3 to get them closer to the user's vision.
- Worked with the Solutions team to program a System Usability Scale scoring method within our company's Net Promoter Score survey with Javascript in order to better use our product feedback.
- Assumed the role of Subject Matter Expert in several of the advanced features / integrations, such as Salesforce, Single-Sign-On, and Custom Scripting (Javascript, Lua, and PHP).
- Regularly filled in for the Advanced Support team solving complicated escalations.
Front Desk Supervisor
Millenium Hotels
Boulder, CO
08.2016 - 09.2017
- Delegated duties to other Front Desk staff to ensure efficient operation.
- De-escalated angry guests with a focus on guest retention.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Balanced hotel accounts at end of day.
Director of Operations
TwoCubes Media Inc.
Boulder, CO
07.2015 - 04.2016
- Organized daily and weekly operations with a goal of one weeks turnaround on all assigned tasks.
- Improved bounce rate by over 40%, increased page views by 50%, and increased session duration by 1 minute.
- Briefly oversaw editorial process for all platforms- Grew audience on our flagship platform to over 350k/mo in 4 months
- Managed editorial team and schedule for website with 30% growth mo/mo and an audience of half a million
Education
Some College (No Degree) - Computer Science
Macomb Community College
Sterling Heights, MI 09.2013 - 09.2014
Skills
Javascript
CSS
PHP
SQL
Problem Solving
Conflict Resolution
Critical Thinking
Software debugging
Timeline
Customer Support Engineer
Alteryx, Inc.
07.2021 - 05.2023
Escalations Support Technician
Alchemer
04.2020 - 07.2021
Technical Support Specialist
SurveyGizmo
09.2017 - 04.2020
Front Desk Supervisor
Millenium Hotels
08.2016 - 09.2017
Director of Operations
TwoCubes Media Inc.
07.2015 - 04.2016
Some College (No Degree) - Computer Science
Macomb Community College
09.2013 - 09.2014