Trond Makonese

• Helped spearhead a new tiered client-facing technical support team within the
  Invoca SaaS organization
• Acted as a guide, coach, and mentor for other technical support personnel
• Focused primarily on escalated integrations and API related technical issues,
  debugging and troubleshooting
• Wrote and maintained technical and operational documentation for technical
  support teams; project management
• Managed a technical escalation point for all customer success and support
  teams, including - all teams in all areas of the customer life cycle, including
  onboarding, services, enablement, customer support, and technical support

• Lead and resolved escalated technical client calls; validated and mapped data
  between multiple CRM systems
• Offered context for identified defects to internal SaaS teams to facilitate product
  / development work prioritization
• Troubleshooting for Webhooks, APIs, Google Analytics, Google Ads, Search Ads
  360, Google Campaign Manager, Adobe Analytics, Salesforce, Facebook Ads, Bing
  Ads.
• Worked cross functionally with internal teams, and a variety of customer
  stakeholders, utilizing excellent verbal and written communication skills
• Acted as a technical liaison across technical services and customer success groups for complex issue troubleshooting, including issues in Javascript and Ruby on Rails.

• Worked with a team to create an MVP for a software to be used by law professionals
• Implement an e-commerce portion using Stripe
• Built on an existing database structure with Firebase

• An intensive program focusing on Front-End software development utilizing JavaScript and associated frameworks/libraries.
• Project-based curriculum builds skills with pair programming, test-driven development and object based programming.

Tech Stack: JavaScript | ES6/7 | React | Redux | React Router | JQuery | HTML5 | CSS3 | SASS/SCSS | Vue