Pip Science Lafleur
20238 37th Ave NE, Seattle, WA 98155 | 253.336.4848 | pip@themagi.net
Objective
A dynamic and meaningful job in a fast-paced environment where I have the authority to optimize the issues I’m responsible for.
Employment Highlights
7/2013-10/2017
User Experience Designer
Tableau Software
Worked hand-in-hand with Product Managers to plan and scope feature work within the company’s wider strategic framework
Worked with engineers and made adjustments to designs as technology required
Worked with Visual Experience team to maintain visual consistency, and develop new visual design patterns as needed
Used Balsamiq, Illustrator, and InVision for creating mockups
Brainstormed, created designs, gathered feedback, and iterated until we got the experience we were aiming for
2/2012-7/2013
Technical Support Engineer
Tableau Software
Responsible for troubleshooting and resolving customer cases: Server Queue
Investigate, reproduce, and resolve technical issues in Tableau Server
Interface with Engineering to resolve defects in the software
Update team wiki: corrections and new content
Interface with KB and documentation department to improve customer self-service
Mentoring new team members
Other ongoing projects: Customer rewards program & SDK/API
Queue Lead: responsible for awareness of issues in queue to prevent escalations
KCS Coach: Mentoring teammates in the KCS documentation process
11/2010-7/2011
Customer Advocacy Project Manager
Cisco
Managed new product introduction process
Responsible for launch readiness across multiple support departments
Provided timely and actionable feedback in the first months of a new launch
Ran meetings, kept schedules, knew all the answers
Position eliminated by Cisco’s Consumer Division restructuring
8/2008-11/2010
Consumer Software Support Manager
Cisco
Maintained responsibility and autonomy over Network Magic Support after acquisition
Starting in Fall of 2009, transitioned and integrated Pure Network’s processes to Cisco’s infrastructure.
Worked with IT to migrate Pure Networks Ticket system to Cisco’s services
Assisted in training material development for Cisco’s global support network
11/2005-8/2008
Support Manager
Pure Networks
Started as support agent responsible for email and phone support
Promoted to Manager in the Spring of 2006
Responsible for all Tech Support and Customer Service for all products including Port Magic, Network Magic, and Speed Meter Pro
End of the escalation path - I was the highest authority customers could speak with
Managed online documentation
Hired, Trained, and Managed a small, local support team that grew to 5
Interfaced with development to resolve customer issues and provide feedback
Acquired by Cisco in 2008
2002-2005
CS / PTA Pilot / DBM / Customer Communication Specialist
Speakeasy
Phone, email, and web-based technical support for Internet service
Chosen as one of 2 for a special support model pilot program
I was personally responsible for the support of 1,000 residential accounts
Personal Technology Assistant pilot program feedback changed the support model
Moved to elite business account management support with 500 business accounts
As Communication Specialist was responsible all content in the RSI emails system that sent install and support automated emails
Education
1999-2001
Seattle University, Seattle WA
Computer Science and History Major
1997-1998
1997-1998
Albertson College of Idaho, Caldwell ID
Computer Science and History Major