Summary
Overview
Work History
Education
Skills
Timeline
Work Availability

KYLE FISHER

West Hollywood,CA.

Summary

Technical Support Engineer with 7+ years of experience, helping clients maintain smooth operations. Expertise in Web Services integrations within environments ranging from fast-paced startups to globally-scaled enterprise level organizations. Consistent track record of employing positivity and high-level communication to provide prompt, proactive, and thorough resolutions for a vast spectrum of issues.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist

Emburse
Los Angeles, CA
03.2020 - Current
  • Collaborate with Engineering, Operations, Success and other teams to develop & implement prompt solutions for issues, both novel and recurring
  • Efficiently leverage the resolution of complex technical issues in order to streamline support processes
  • Utilize strong interpersonal skills to better understand and enhance customer satisfaction
  • Conduct root cause analysis of technical issues, avoiding future occurrences through implementing preventative measures
  • Build, organize, and host sessions for both product development sync and new hire training

Technical Support Specialist

LearnUpon
Philadelphia, PA
04.2019 - 02.2020
  • Worked alongside a global team within a Swarm model, closely collaborating with multiple teams to provide industry-leading customer support
  • Diagnosed, documented, tracked & troubleshot errors, bugs & LMS authoring tools issues within a platform of 4m+ active users
  • Analyzed hardware, software, user data, & client-end configurations within the platform

Product Specialist

Yellowdig
Philadelphia, PA
01.2017 - 04.2019
  • Created administrative & student adoption processes at the Philly based Ed-Tech start-up, leading to a churn rate, stable at less than 4%
  • Worked directly with flagship accounts including Harvard and MIT, ensuring successful relationships with personal assistance, ensuring customer success through tailored help documentation and personal training sessions
  • Successfully kept ticket time-to-resolution to 35% less than the industry norm, leveraging an understanding of the ever-changing codebase for efficient use of developers’ time
  • Developed custom scripts to compile and analyze customer data, reducing SLA management & surfacing metrics for internal use

Education

Coding Bootcamp Certification - Javascript // PHP // Drupal

Epicodus, Philadelphia
12.2016

Bachelor of Arts - Painting // Art History

Savannah College of Art & Design, Savannah
05.2008

Skills

  • Product Onboarding
  • SQL // Metabase
  • API // REST & SOAP
  • SSO // Authentication
  • Amazon Web Services
  • Coralogix // Logzio
  • Jira // Confluence
  • Salesforce // Zendesk
  • Boomi

Timeline

Technical Support Specialist - Emburse
03.2020 - Current
Technical Support Specialist - LearnUpon
04.2019 - 02.2020
Product Specialist - Yellowdig
01.2017 - 04.2019
Epicodus - Coding Bootcamp Certification, Javascript // PHP // Drupal
Savannah College of Art & Design - Bachelor of Arts, Painting // Art History

Work Availability

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KYLE FISHER