Ian Laffey

With a steadfast focus on customer satisfaction, my role as a Product Support Engineer at Cognigy leverages my extensive knowledge in API calls, JSON, and cloud solutions to navigate technical challenges. Our team ensures seamless issue resolution through meticulous tracking with Kibana & Grafana, enhancing the customer support experience.

My proficiency in cloud administration and infrastructure as code is demonstrated in the creation and documentation of support processes. This expertise, honed from my previous tenure at Dropbox, contributes to a robust support framework, driving customer happiness and operational efficiency.

Cognigy

Senior Product Support Engineer

September 2022 - Now

Tracking and routing issues using Kibana & Grafana

Guiding customers through an issue resolution process

Documentation of Support processes for Engineering team

Apply working knowledge of API calls, JSON, Redis, Helm, OData, YAML, LLM's and Azure to resolve technical obstacles.

Product Support Specialist

Dropbox

Nov 2021 - Aug 2022 · 10 months

• Achieve expert working knowledge of our products
• Troubleshoot reported bugs through Jira, and clearly document customer feature requests
• Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base
• Respond to the user on the Zendesk ticketing system as quickly and thoroughly as possible and communicate to them that you are working on their behalf to address their issue(s)
• Increase overall customer happiness by meeting and exceeding customer support metrics and service levels

Senior Enterprise Advisor

SAP

May 2020 - Mar 2021 · 11 months

• Primary point of contact for assigned customers, responsible for orchestrating all support activity within SAP to deliver a superior customer experience.
• Collaborate with customers to create goal-based engagement plans that focus on addressing business challenges & help achieve successful business outcomes.
• Empower customers to utilise SAP support features and services.
• Execute and track agreed engagement plan by leveraging relevant SAP tools, services, methodologies and best practices to drive customer success.

Tier 2 Support Analyst

Dropbox

Feb 2019 - Sep 2019 · 8 months

Provide in-depth knowledge and support of the Dropbox Desktop application to users.

Communicate complex technical information to technical and non-technical users

Delight users through reactive support on multiple channels including email, phone and chat

Give guidance to T1 agents on escalated tickets using Zendesk

Provide a high quality and friendly user experience

Reporting of bugs and user feedback to engineers.

IT Support Analyst

TrueCommerce UK

May 2017 - Oct 2018 · 1 year 6 months

Technical support, helping users resolve issues when sending/receiving invoices, orders and other electronic business documents. Trouble-shooting front-end validation.

UAT, training clients on portal functionality and passing client feedback to the Development team.

SQL, finding and updating database information for clients and suppliers.

Documentation and technical writing for portal user manuals, as well as internal support documents.

Remote and on-site training for EDI portal users.

National College of Ireland

BSc (Honours) in Computing, Computer Science 2016 - 2020

Grade: 2:1