Tony Mayse

Sales Engineering

Account Management

Customer Success

Developer Advocacy

503-444-0309
8015 SE Flavel Street Portland,OR 97206
Summary
A gifted professional richly experienced in API technologies, product integration, and design specification who wields a solid understanding of web & IT technologies, as well as the finesse to inspire all levels of management & technical staff by delivering targeted presentations and pragmatic solutions.
Career Accomplishments
  • Transformed API and integration support delivery twice.
  • Led a reactive "computer repair" business through transformation into a proactively managed service provider (MSP) with stable recurring revenue.
  • Created and deployed a business-critical domain specific language.
  • Created an AdWords campaign with sustained & metrics:
    30% click-through rate (CTR) with 10% bounce rate. 
  • Reduced technical escalations to API engineering to absolute zero.
Experience
Solutions Consultant
Healthnotes Portland Oregon Apr 2016 to Feb 2018
Tools & Technologies
  • Google Analytics, Google Data Studio, Salesforce (user), Sharepoint, TFS
  • PowerPoint, Excel, Word, Outlook, Google Sheets, Join.me, WebEx, Paint.net
  • HTTP, TLS, CORS, cURL, Chrome, webpagetest.org, email
  • JavaScript, CSS, HTML, REST, Ajax, JSON
Roles & Responsibilities
  • Prepared and presented visually appealing and persuasive technical proposals for clients.
  • Troubleshot and resolved web application issues escalated from customer support and other departments with a 100% success & customer satisfaction.
  • Led the monitoring and reporting on website traffic and performance, SEO & keyword performance and trend analysis for dozens of sites.
  • Developed website mock-ups for clients to ensure quality control and client satisfaction before project development phase.
  • Guided project managers and developers through integration, testing, deployment, and monitoring.
  • Acted as the Voice of the Customer to translate & communicate needs to internal product teams.
  • Analyzed key performance indicators to measure product engagement.
  • Gathered and analyzed corporate & market information then used findings to inform product & sales/renewal strategy.
  • Planned various product configurations to meet diverse customer needs.
  • Kept current on the practices associated with regulatory laws: DSHEA, FSMA, HIPAA
  • Assisted sales team in defining customer requirements and expectations while providing practical achievable solutions.
Sales Engineer
SurveyMonkey Portland Oregon Nov 2013 to Jan 2016 Tools & Technologies
  • Salesforce (user, admin & application support)
  • G-Suite: Google Docs, Google Sheets, Outlook.com
  • Python, Flask, Jira, Confluence, JavaScript, Sublime, Jenkins
  • Splunk, New Relic, Virtualbox, vagrant, Ansible
  • HTTP, TLS, CORS, cURL, Chrome, webpagetest.org
  • JavaScript, CSS, HTML, REST, Ajax, JSON
  • REST, OAuth, SSO/SAML, JSON, git, GitHub, Stack Overflow
Roles & Responsibilities
  • Created API proofs of concept that reinforced trust, increased security and made it easier for customers to do the right thing instead of the easy thing.
  • Conducted design and code reviews to share knowledge with the development team, product management, and customer support.
  • Developed courses & training materials targeted internally and externally.
  • Established requirements for new systems and modifications.
  • Worked on large enterprise and business-critical Salesforce integrations.
  • Developed and maintained private API endpoints necessary for routing support cases.
  • Provided transactional support for API-related cases and eliminated escalations.
Technical Support Engineer
New Relic Oregon Sep 2012 to Oct 2013
Tools & Technologies
  • Salesforce (user), Zendesk
  • G-Suite: Google Docs, Google Sheets, Gmail
  • Ruby, Ruby on Rails, Jira, Confluence, JavaScript, Sublime, Jenkins, Travis CI
  • HTTP, TLS, CORS, cURL, Chrome
  • JavaScript, CSS, HTML, REST, Ajax, JSON, XML, SSO/SAML
  • REST, SOAP, OAuth, JSON, git, GitHub, Stack Overflow
Roles & Responsibilities
  • Mentored new support engineers in-depth on Application Performance Monitoring technologies, customer service, and process.
  • Mastered composure and patience in face of difficult customer interactions.
  • Closed an average of 30 inbound technical support requests daily.
  • Inspired process refinement to improve customer service and support, reduce escalations, and improve product feedback.
  • Achieved superior department-wide technical and troubleshooting accuracy through case review, bulk case trend analysis, root cause analysis, and training.
  • Top technical escalation point within the support department.
Customer Support Technician
Southerland Global Services Remote Jun 2011 to Aug 2012

  • This was a simple, part-time no-brainer transitional job providing high-speed internet support & customer service, PC & Mac troubleshooting, and service dispatch.
Owner & CEO
High Tech House Call Tryon North Carolina Jun 2011 to Aug 2012
Tools & Technologies
  • Mentored new support engineers in-depth on Application Performance Monitoring technologies, customer service, and process.
  • Mastered composure and patience in face of difficult customer interactions.
  • Closed an average of 30 inbound technical support requests daily.
  • Inspired process refinement to improve customer service and support, reduce escalations, and improve product feedback.
  • Achieved superior department-wide technical and troubleshooting accuracy through case review, bulk case trend analysis, root cause analysis, and training.
  • Top technical escalation point within the support department.
Roles & Responsibilities
  • Mentored new support engineers in-depth on Application Performance Monitoring technologies, customer service, and process.
  • Mastered composure and patience in face of difficult customer interactions.
  • Closed an average of 30 inbound technical support requests daily.
  • Inspired process refinement to improve customer service and support, reduce escalations, and improve product feedback.
  • Achieved superior department-wide technical and troubleshooting accuracy through case review, bulk case trend analysis, root cause analysis, and training.
  • Top technical escalation point within the support department.
Owner/Operator & CEO
The Historic Melrose Inn Tryon North Carolina Aug 2006 to Nov 2008

  • Marketing: web pages, AdWords, various print
  • Front desk, customer service, reservations, facility maintenance
  • Staffing for events, restaurant & lodging workforce (hire/fire)
  • Event planning, chef, much more (everything else)
Electronic Data Systems (EDS)
Miramar Florida Jan 1996 to Aug 2006
IT Problem Manager
Jan 2001 to Jan 2006

  • Critical response: vigilance & response to critical, high business impact & high visibility IT infrastructure degradations & outages
  • Broad IT knowledge: responsible for understanding any & all technology employed across the entire enterprise
  • Distributed server architectures, mainframe computing, and embedded systems
  • Resolution coordination: when problems weren't being resolved, my team engaged the appropriate teams.
  • Information coordination: keep management and end-users informed of progress toward problem resolution.
  • Collaboration leadership: connected dissimilar teams to solve unusual problems
Technical Assistant (team leader)
Jan 2000 to Jan 2001

  • Mentoring & Quality Assurance: supervise & train team members to ensure quality & continuous technical and service improvement as well as career development.
  • Tech support escalation: 2nd tier in a 2-tier support structure�
  • General oversight: time recording, general coaching & guidance
  • Quality assurance: call monitoring, case review
  • Customer service mentoring: train team members to ensure continuous improvement
Technical Support Engineer
Jan 1996 to Jan 2000

  • First level tech support: single point of contact for travel-related technical systems
  • Extensive troubleshooting: LAN & WAN, client/server, mainframe access, printer trouble
  • Customer service: clear & repeated process, de-escalation, clear expectations, complete follow-through.
Application Developer/System Programmer
Ticketmaster South Orlando Florida Sep 1993 to Dec 1995

  • Pascal & Visual BASIC Application development: In-house needs & special client requests
  • Day-to-day data center assistance: networking, troubleshooting, Micro-VAX & RS-232.
Additional Areas of Expertise
  • Sales support
  • PowerPoint mastery
  • Renewal analysis & planning
  • Careful listening & reflection
  • Tone matching, Semiotics, De-escalation
  • Motivational psychology: methods & analysis
  • Business research & analysis
  • Customer engagement management
  • Policy & procedure development
  • Master Troubleshooter
  • Documentation development & maintenance
  • Root Cause Analysis (RCA)
  • Clear persuasive communication
  • Conference command & control
  • Extensive varied experience
  • SaaS, Startup, end-to-end web application & internet technologies
  • Requirements analysis, Performance monitoring
  • Negotiation, Leadership, Enthusiasm, Integrity, Tact
  • Problem Resolution, Team Building, Strategic Planning