Kevin Woodall
Technical Support Engineer
Atlanta,GA
Summary
Proven competency in developing new skills to find innovative solutions
to complex problems. History of utilizing programming skills to automate
bulk and complex tasks to ensure quality and consistency of work
product and reduce team workload. Skilled in all areas of computing
and looking to further career development in technical support.
Overview
12
12
years of professional experience
Work History
Technical Lead, Support
Twilio,
03.2023 - Current
- Served as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
- Collaborated with product development teams for timely identification of bugs and software improvements, contributing to overall product quality enhancement.
Technical Support Engineer 4
Twilio
02.2021 - 03.2023
- Improved team SLA achievement rate by designing and developing a notification app that integrated with team scheduling software
- Consistently achieved among highest results in team productivity and CSAT scores
- Supported APAC TSEs by answering their questions and reviewing their tickets in a weekly office hours meeting
- Ensured customers problems were solved whenever possible even when that required adapting solutions outside of runbooks
Technical Support Manager
LG-MRI
06.2020 - 02.2021
- Served as the primary conduit between Technical Support and Software Engineering for debugging and feature improvement
- Worked directly with clients' management to improve response times and SLA achievement rates
- Developed automations in Power Automate to ensure RMA processes were efficient and completed within promised turnaround times
- Worked with software engineering to build a query tool in Power BI that gathers disparate Product, Inventory, and Customer information from numerous sources and presents it to support agents in an easy to access and filter view, which significantly reduced the time to respond to many customer inquiries
- Successfully maintained SLA Achievement rate and customer satisfaction after a department reduction of over 50%
- Developed new system for managing upcoming onsite field service repairs to allow for better planning and delivery of consistent results for clients
- Reviewed new hardware products with engineering to ensure they could be effectively field serviced
Senior Technical Support Engineer
LG-MRI
07.2012 - 06.2020
- Streamlined RMA Processes by designing and developing a Zendesk App to automate workflow and integrate with proprietary systems
- Significantly reduced team workload by developing Python and Selenium scripts to perform repetitive and bulk tasks
- Increased Product reliability by developing a tool in C# to monitor critical USB devices on remote IoT devices, notify the NOC of issues, and attempt to automatically correct any problems
- Managed and designed the transition from a JIRA ticketing system to a Zendesk Support Ticket system
- Managed and coordinated retrofit and field repair
tasks by: determining failure resolution, driving
manufacturing processes, overseeing logistics, and
traveling to conduct the repairs - Remotely troubleshoot network communication and hardware accessibility issues in IoT devices using creative backdoors to avoid the expense of dispatching field repair technicians
- Developed an online knowledge base to allow customers to find solutions to problems without needing to contact the support team. Wrote dozens of comprehensive articles on our products' systems, fault paths, and common failure modes. Acted as the Subject Matter Expert for the rest of the documentation team
Education
Bachelor of Science - Technical Communication
Mercer University
Macon, GA Aug 2006 - 12.2010
Skills
Problem Solving
Customer Support
Communication
C#
JavaScript
Selenium
Python
Automation
Documentation
Training and Mentoring
Program Management
Timeline
Technical Lead, Support
Twilio,
03.2023 - Current
Technical Support Engineer 4
Twilio
02.2021 - 03.2023
Technical Support Manager
LG-MRI
06.2020 - 02.2021
Senior Technical Support Engineer
LG-MRI
07.2012 - 06.2020
Bachelor of Science - Technical Communication
Mercer University
Aug 2006 - 12.2010
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