Austin, and postage providers (like Stamps, FedEx, and UPS). This	TX (10/2014 - 10/2016)
amount of variety leads to issues quickly becoming complex. I
navigated these complexities, troubleshooting raw data from API	?   Data Analyst
calls and ShipStation's source code, to pin down issues and help	?   Team Lead
make ShipStation a superior product.	?   Solutions Specialist

Data Analyst

?   As a Data Analyst at Trusource Labs, I created reports that gave the management team insight the performance of customer support agents,	AwareManager - Boston,
and which issues were causing support cases to be created.	MA (10/2011 - 6/2014)
?   I put a MySQL server into production, demonstrating to management that the time needed to generate reports could be	?   Business
drastically decreased by using a free, open source system.	Development
Analyst
?   I wrote SQL queries to run against raw data to generate reports.
Using the reports I created, I designed dashboards in Microsoft
TSL Marketing - Quincy, Excel and Google Sheets so the management team could quickly

, I managed tasks for a team of	?   Business
25-30 customer support agents for our client, Dropbox Business. My	Technology
tasks included: Specialist
?   Predicting when customer requests to live support queues would
spike, and moving support agents over to telephone and chat	Education
queues during spikes. This kept us within our client's SLA goals.
?   Monitored Slack and quickly answered all technical questions	University of from support agents.	Massachusetts Amherst
?   When service outages with Dropbox were reported, I gauged the severity of it and whether thousands of users would be affected.	?   Bachelor of Arts in
For critical outages, I reached out to our client's representatives	Middle Eastern
and worked with them to get issues resolved.	Studies (Cum
Laude)
?   Experienced with using SQL, HTML/CSS, Zendesk, Microsoft Excel and Word, Sheets on Google Drive, Amazon Redshift, GoodData, LexisNexis,
and Postman.

Team Lead

Find out detailed information about Adam Dupont,  in Burtonsville, MD

Adam Dupont: in Burtonsville, MD

Adam Dupont

Trusource Labs

Trusource Labs

Trusource Labs