Profile
I'm an Email Postmaster at ONTRAPORT, a rapidly-growing Business and Marketing Automation software company in Santa Barbara. I manage our email servers, build tools, and prevent email abuse by our clients. If you try to spam using our servers, I will find you, and I will ban you.
Experience
- Administrate PowerMTA mail servers, and track config changes in Bitbucket
- Maintain positive emailing reputation for public mailing IPs by following best practices
- Monitor accounts for signs of abuse, and ensure clients follow CAN-SPAM compliance
- Set up dedicated mailing IPs for clients as they are requested
- Provide Email Delivery coaching to clients
- Troubleshoot and answer tickets escalated from Level 1 support
- Provided support for our API, integrations, and other advanced features
- Determined if a bug is systemwide and performed appropriate testing
- Developed internal training documentation
- Mentored Level 1 representatives and provided peer leadership
- Provided exceptional frontline support to our customers via phone, chat, and email
- Fielded on average 160 tickets per week
- Communicated clearly and effectively on how complex features work
- Provided triage for issues coming in, troubleshooting issues quickly and efficiently
- Led the team 2016 stats in both satisfaction (97%) and tickets solved (4,700)
- Provided helpdesk support for both Windows and OS X
- Administrated G Suite among other SaaS apps
- Maintained and built out network infrastructure as needed to accommodate growth
- Purchased and provisioned IT equipment and SaaS accounts for all new employees
- Provided helpdesk support on an all-Windows network
- Administrated Active Domain, MS Exchange, and keycards
- Spearheaded project to upgrade remaining XP workstations to Win7 before XP's end-of-life
- Upgraded Exchange, SQL, and file server from Windows Server 2003 to Server 2012