The responsibilities of my position are fluid. They fluctuate between managing the personnel and technology needs of the company. My responsibilities can include at least the following:<\/p>\n
If you need to escalate an issue, always reach out to Frankie Guiliano first since hes my support manager. Generally that means he has a faster pulse to current issue and may be able to resolve your issues faster. If you’re unable to reach a resolution you can email me. Now I only make one request, link me to your ticket that includes diagnostic information. This will allow me to trace the issue technically or if it\u2019s a situation involving one of my employees.<\/p>\n
Once I get an email, the first thing I do is go through the ticket since it allows me to review the details of the actual problem myself. I think we can all agree that once we’re frustrated with a situation our judgment becomes cloudy and we get short sighted, it’s human. So I like try to gain a non-angry perspective from the facts available, which I like to assume are part of the ticket. From there, I have to decide how to remedy the situation, which may include: making platform changes, employee reprimands, saying something close to “no” in as few situations as possible.<\/p>\n
If you’re running into a situation with our platform that you’re finding falling short, please let me know. Some changes take more time than others, but I can assure you that I will look into the changes and if they’re workable, I’m willing to make them. One of the things that I offer as a differentiation point when I speak with folks, we will always to fit what your needs are for your clients.<\/p>\n