Luke A. Wargo Gilbert, Arizona [email protected]85233 EDUCATION & SKILLS: Masters of Technology in Global Technology and Entrepreneurship Arizona State University Spring 2022 Bachelor of Science in Marketing Barrett Honors College Arizona State University Spring 2015 Associate in Arts (AA) Phi Theta Kappa (PTK) Paradise Valley Community College (PVCC) Spring 2012 Associate in Business (ABUS) – Computer Information Systems Oriented PTK PVCC Spring 2012 Computer Program Skills: Object Oriented Programming, C#, Java, Verilog; SPSS; Microsoft Office; Windows, Mac, & Linux OS; Web Browsers & HTML; Social Media (Tumblr, Facebook & FB Apps, Twitter, Linkedin, Google+, etc.); Media (photos, videos, etc.) Editing Products; fast learner in new software and troubleshooting software & hardware problems. PROFESSIONAL EXPERIENCE: Lemonade, Inc: Systems Administrator, Customer Experience (Scottsdale, Arizona) 08-2019 to Present Planned, designed & maintained CX tools & systems to drive the best possible experience for customers & CX members: CRM, email, text, chat, telephony, booking, CSAT, QA, WFM, SSO, API integrations, data & reporting Provided technical support to end users by diagnosing & resolving problems; helped triage incidents and outages Collaborated with stakeholders; maintained software provider relations; gave data driven insights to management Improved service models & workflows across our global locations via streamlining, automation & new processes GoDaddy: Writer, Editor & Publisher of Everybody Writes (project) (Gilbert, Arizona) 04-2018 to 08-2019 Maintained and expanded internal and customer-facing help articles to align with GoDaddy's content model Utilized several tools and platforms, including Jira, Tableau, Confluence, HTML, OneNote and Help Center Admin Designed and implemented an agile workflow strategy to increase efficiency of the writing team at scale Assisted Customer Experience department in competitor research and improving customer SSL installation guides GoDaddy: Hosting Tech Lead of Global Advanced Operations (Gilbert, Arizona) 09-2017 to 08-2019 Assisted management in developing approaches to address system and service challenges and opportunities Served as a primary technical resource/trainer for customer care, development groups and server administrators Employed programming languages, internal hosting tools and industry standard panels, SSH and Remote Desktop Maintained and troubleshot enterprise level server environments as well as incident management with customers GoDaddy: Hosting Sales & Support Consultant (Gilbert, Arizona) 03-2016 to 09-2017 Discussed individual needs to determine appropriate level of security, complexity and performance Ensured customers had their presence online properly designed and maintained, troubleshooting as needed Utilized several tools and platforms, including CMS sites and email systems, PHP, FTP, MySQL, cPanel and Plesk Coordinated with teams in design, search engine optimization, and expert services to enhance small businesses PolicyCheck, Inc: Director of Marketing (Phoenix, Arizona) 08-2015 to 03-2016 Developed social media strategies for content creation, user engagement, and response protocols Created digital advertising campaigns that utilize Google AdWords, Facebook, and LinkedIn platforms Maintained public relations; managed forecasting and report generation based on research and analysis Achieved financial objectives through budgeting and planning of marketing hires, while managing a team
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Luke A. Wargo€¦ · Luke A. Wargo Gilbert, Arizona [email protected] 85233 EDUCATION & SKILLS: Masters of Technology in Global Technology and Entrepreneurship Arizona State University
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