Bremerton, Washington, United States
Collaborated to develop Netflix Production Support, a new team of highly skilled support specialists, from concept to production, including staffing, creation of workflows, curation of business relationships and establishing a paved path to support for internally developed, custom applications as well as 3rd party products used in the production and content creation processes. Responsible for ensuring the delivery of actionable, high quality and accurate bug investigation and feature enhancement reports while also identifying ways to scale the department. Gathered stakeholder and employee insights to design scalable tooling and workflows to maximize data capture to fuel the creation of insights memos and quarterly support reviews. Led or served as a key contributor is several critical organizational projects and programs, including: Creation and launch of NPS, Zendesk Unification, Re-org Realization, N-Tech adoption of Jira for both issue tracking & project management and the development of Domain Specialist (TEDS) role across multiple business segments. Responsible for strategy, design, build and continued improvements of N-Tech Zendesk and Jira workspaces, workflows and peripheral applications. Participated in the design, development, configuration and implementation of the CommonSupportForm, a proprietary Zendesk ingestion application tool, within dozens of supported applications.