Michael Reilly

Background

About Michael Reilly

As a highly motivated and experienced Customer Support Engineer, I have over 8 years of experience providing technical support and troubleshooting to customers in various industries. I am skilled in using SQL to query and update data, and I have extensive knowledge in database management, API, REST, OpenAPI, and knowledge-based articles. Throughout my career, I have consistently demonstrated my ability to provide top-tier technical support to customers. In my most recent position at Applause Inc, I supported the Level 1 team by taking on challenging issues that were outside their level of support. I also created training documentation and videos to help support off-hour outages for EU employees. Additionally, I assisted in transitioning to the ServiceNow platform and reduced overall caseload after being brought on for their sole support engineer. In my previous roles at Bottomline Technologies, Mineraltree, CA Technologies, and Tangoe Inc, I provided end-user technical support, coordinated with implementation and engineering teams, and maintained and grew knowledge-based articles. I was also designated as the KCS Coach and VOE, where I audited published KB articles to ensure quality standards were met and attended meetings with executives to improve the customer experience. My technical expertise, coupled with my excellent communication and collaboration skills, make me an asset to any team. I am always eager to learn and adapt to new technologies and processes. I am seeking new opportunities that will allow me to continue to grow and provide exceptional technical support to customers.