Andy Marshall

Experience

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  Saratoga TODAY

  Jan 2012 - Apr 2013

  Managing Editor

  Managed a weekly print newspaper, Saratoga Today, serving Saratoga and the surrounding counties with local news, politics, sports, entertainment, and business reporting. Oversaw written submissions, feature assignments, and copy editing for monthly high gloss publications: Simply Saratoga, Welcome Home Community Guide, Equicurean, Saratoga Home & Lifestyle, and Saratoga Christmas.Created content for Saratoga Today and related magazines on Twitter and Facebook accounts, with a 100% increase in followers on both platforms within three months.Originally hired as Sports Editor in 1/12, worked for every department of the paper before assuming Managing Editor duties in 12/12. Show less

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  Wink

  Jan 2014 - Mar 2018

  Tier III Technical Support Agent

  Tier II Technical Support - Jan 2017 to Sept 2017Tier I Technical Support - Nov 2014 to Jan 2017Hired as a part-time Tier 1 agent, I eventually worked my way up to Tier 3. Tiers 1 and 2 were on an intake queue, where if Tier 1 agents had been stuck, they could escalate to another agent for further assistance. Tier 3 acted as the dedicated agent for the lower tiers to consult, as well as the bridge between Operations and Development. Scripted, narrated and starred in several ‘How-To’ style videos for pairing and troubleshooting devices such as smart locks, smart switches, and the Wink Lookout security bundle. Worked directly with engineers to report new issues during weekly meetings. Show less

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  I.AM+

  Apr 2018 - Dec 2019

  Beta Test Coordinator / QA Tester (Wink Acquired by i.am+)

  Completed external and internal beta test programs for Omega voice assistant software and BUTTONS headphones hardware.Responsible for frequent regression testing with full Wink smart home suites on both Android and iOS platforms as a member of Wink’s quality assurance department. Completed and organized the above tasks utilizing JIRA, Trello, TestRail, Zendesk, SendGrid, SumoLogic, Postman, Charles, and NetSuite.

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  DealerSocket

  Dec 2019 - Jan 2021

  Documentation Specialist

  Responsible for maintaining technical documents for dealership customers, internal support teams, and service installers. Maintained user logins for online software university where documents were stored for customer use. Work directly with Product Knowledge Experts and Business Analysts to create new documentation as new releases, enhancements, or fixes are releasedDaily use of the entire MS Office 365 platform (migrated from gSuite platform,) Sharepoint, Snagit, and Adobe Acrobat. Show less

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  Localist

  May 2021 - Jan 2023

  Onboarding Specialist (Localist acquired by Concept3D Sept. 2022)

  The Localist Onboarding Specialist shepherds customers through their platform onboarding,setup and launch. These implementations demand an increased level of project managementand coordination with the customer. Responsibilities: - Act as a dedicated and trusted advisor in event content marketing to best serve and guideeach customer according to their unique goals and needs for increased customersatisfaction. - Be a Localist functionality and feature expert to educate customers. - Gain a deep understanding of customer segments, commonly shared goals, problems andpractical uses. - Acts as an internal customer advocate to resolve roadblocks, provide insight for featureroadmaps and to better optimize user experiences.Services Provided: - Host scheduled calls to kickoff the implementation process and track progress. - Respond to daily inquiries from your implementing customers via email. - Platform customization and consultation during implementation. - Project management - Phone consultation and support / Web conferencing Show less

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  Concept3D Inc.

  Jan 2023 - now

  Serving the Client Success team and related departments as a mentor through daily product instruction, extended training and on-boarding assistance.- Hosting events like webinars and discussions- Documenting internal processes- Troubleshooting technical issues and branding services- Developing and maintaining Knowledge Base documentation- Provide day-to-day ticket monitoring and assistance- Developing and sustaining a broad knowledge of our platform- Taking initiative and ownership to identify opportunities for process or productimprovements- Contributing to the completion of special projects to improve and evolve thecustomer experience- Assisting with marketing materials to inform existing clients of new features, helpfultips and tricks, and creative suggestions Show less

  • Head of Support & Education

    Nov 2023 - now

  • Customer Education Lead

    Jan 2023 - Nov 2023