Dennis O.

RentRedi is a comprehensive rental management software for landlords and tenants, using data to enhance operations.

• Reporting to Head of Sales and Support, managing a team of Technical Support Engineers and a dotted-line Software Engineer (Ops Duty), serving as the strategic bridge between Support and Engineering to expedite code fixes and PR generation for user-report
• Streamlined incident management protocols and migrated case systems from Jira to Intercom, resulting in a 30% reduction in time-to-resolution for outages and a 36% improvement in case acknowledgment speed.
• Architected the "Autopay" month-end monitoring rotation to safeguard revenue cycles; utilizing Sigma, Firebase, and GCP Logs Explorer to track revenue data, triage cloud function errors related to payments, and report anomalies to senior leadership and Da
• Expanded team scope to own Google Cloud Platform (GCP) Error Groups and Sentry error logging, linking automated alerts to Jira to streamline bug reporting and accelerate engineering workflows resulting in a 14% increase in case closure rate.
• Developed a specialized technical knowledge base for the Technical Support Engineering team, reducing triage time for known issues by 23%, tying individual goals to knowledge creation.

Bowery Valuation provides fast, tech-powered commercial real estate appraisals in the U.S.

• Reported to CEO, managed SaaS Product Support and IT teams; built a culture of cross-functional collaboration, reducing case backlog by 30% and improving team morale
• Developed departmental structures, SOPs, incident management processes, Business Continuity Plan, Data Integrity Policy, and Disaster Recovery Plan, leading to improved CSAT and user experience
• Created multi-channel case management system with automations, including bots with auto-response, and integrations with Usersnap, Jira, and Slack, improving response times
• Built monitoring and alerts integrated with Slack and email for business-critical software, developed cross-functional incident response team which fostered a proactive approach and improved turnaround for incident response times
• Improved CSAT engagement by 200% through automated offering and direct user interaction

Bowery Valuation is a tech-enabled commercial real estate (CRE) appraisal firm that uses proprietary, AI-driven software to deliver faster, more accurate valuation reports for various asset types.

• Reported to CTO, managed SaaS Product Support team, led with empathy, acted as backup for the team by engaging with users and solving cases
• Created technical onboarding documentation, reducing ramp-up time for new team members from 6 months to 12 weeks, improving SLA’s: time to first response (87% to 100%), reducing time to resolution (96% to 100%), and engineering case deflection (from 70% to 82%)
• Served as liaison for Engineering and DevOps; prioritized bug backlog and feature requests, provided backup for IT and Product Support teams, improving CSAT scores and user engagement
• Created job descriptions, KPIs, and metrics; introduced automations
• Built culture of documentation (Knowledge Base Council) for internal and external articles which increased user enablement and reinforced team knowledge, increased content by 633%
• Instituted quarterly “Bug backlog Burn Down”, reviewed and validated engineering bug backlog, closing 8% on average

ICE Mortgage Technology focuses on transforming the mortgage industry with technology solutions.

• Oversaw global SaaS technical support team supporting enterprise clients in a call center environment; managed Agile sprints and release schedules, achieved 99% customer satisfaction from 2017-2022
• Coordinated software upgrades, defined business requirements, and liaised with Engineering and Operations
• ZenDesk administrator, Five9 administrator, maintained KPI metrics, presented to C-suite and B2B executives
• Generated customer-facing release notes and incident advisories, built up-time status pages for production and pre-production domains, managed vendors

Capsilon builds Intelligent Process Automation software for mortgage companies to improve efficiency.

• Triaged software bugs for SaaS customers, supported multiple applications, developed an internal knowledge base, engaged with enterprise clients, maintained 100% personal CSAT, customer-focused approach.

McKesson Corporation is a leading healthcare services company primarily known as the largest pharmaceutical distributor in North America, delivering one-third of all prescription medications used in the United States.

• Created and tuned SQL queries in Oracle DBMS
• Executed procedure calls via JDBC connections
• Facilitated interfaces between software and multiple third-party vendors
• Monitored database performance and batch processes
• Worked with development team on behalf of customers to facilitate and expedite defect and bug fixes, as well as enhancements to the EnterpriseRx software