Shane Case

Technical Account Manager - Developer

Twilio

Aug 2020 - Current (6 years 3 months)

Technical Account Manager

TABLEAU

Jan 2019 - Aug 2020 (1 year 8 months)

Platform Engineer

Avianis, A Portside Product

Jul 2018 - Dec 2018 (6 months)

Technical Account Manager

Indiegogo

Nov 2014 - Jun 2018 (3 years 8 months)

Managed the technical relationships with top tier customers and partners, collaborating on integrated solutions with companies such as Vimeo, Spotify, Arrow Manufacturing and Shopify. Launched the public API product, including creating all customer facing documentation, the developer portal website, tracking of API customer use cases, and technical support. Acted as administrator for the Zendesk CRM. Created an Indiegogo app for Zapier in order to allow campaigners to seamlessly integrate with 3rd party solutions. Restructured and coded the Zendesk customer Help Center, improving discoverability of educational articles. Coded internal tools for the customer support team, reducing agent time spent on tickets and improving ticket analytics. D

T

Technical Support Manager / Frontend Developer

Jul 2012 - Jul 2014 (2 years 1 month)

Created the technical support department from the ground up. Implemented the customer facing trouble ticketing system and bug tracking system. Designed policies and processes for shipping and RMAing inventory. Handling of all customer trouble requests via email, web, phone and on-site dispatches. Coded company website and help center. Assisted QA in testing.

Migration Engineer Consultant

AMI Entertainment Network, LLC

Mar 2012 - Jul 2012 (5 months)

Functioned as part of a small team tasked with migrating the software on a network of 8,000 touchscreen jukeboxes acquired from Ecast Inc. without requiring customers to purchase new hardware. Handled support calls for the legacy software during the transition to AMI software. Was responsible for software release management.

E

Tech Support Manager / Lead Support Engineer

Ecast

Oct 2006 - Mar 2012 (5 years 6 months)

Managed a team of 10 in-house technicians as well as a remote call center. Handled scheduling of employee shifts and on-call rotation. Administered promotions and disciplinary actions to employees. Generated reporting on KPIs highlighting the impacts of the department. Handled customer escalations. Was responsible for packaging software and doing final quality control before release. Scheduled and executed weekly releases of software and content to 10,000 customer devices. Developed reporting queries for Technical Support, Marketing and Sales. Show less

C

Supervisor

Connections Communication Services, Inc.

Jan 2003 - Jan 2006 (3 years 1 month)

Supervised shifts of 12 call center operators. Handled after hours emergency calls including medical and law enforcement emergencies.

C

Technical Support Supervisor / NOC Technician

CTSnet

Jan 2000 - Aug 2003 (3 years 8 months)

Was the lead of the newly created DSL Support department. Supervised 20 technicians responsible for inbound phone support. Troubleshot networking and web hosting issues. Monitored premium customer T1 and T3 connections. Performed system checks and routine maintenance on internal FreeBSD servers. Monitored and assisted customers with their racked collocation equipment. Was responsible for DNS changes and general hostmaster duties.

About

Detail

Timeline

Résumé

Shane Case

About

Detail

Behavioral traits