Summary
Overview
Work History
Education
Skills
Timeline
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Joshua Soulliere

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

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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

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Joshua SoulliereSupport Engineer