Audrey Irwin

About Audrey Irwin

Renowned for my exceptional technical and communication skills, I possess a deep-seated commitment to resolving complex technical issues swiftly. I consistently excel in aligning business objectives with the technical needs of clients and customers. As a technical operations leader and problem solver I focus on WOWing people, a philosophy which centers on:1. Listening Without Preconceived Notions2. Understanding the End Goal3. Thinking Broadly for Consistent Technical Solutions4. Empowering a Problem-Solving CultureBy focusing on these four pillars, I deliver the WOW factor. Clients leave my meetings with a deep understanding of the solutions provided and how those solutions can support their actions moving forward. They leave with a smile on their face because they know they’ve been listened to, focused on, and acknowledged. And when the next issue pops up, they’ll come to my company because of the exceptional service they’ve received.How these pillars work in practice: Listening.I begin by actively listening, with no preconceived notions, to gain a comprehensive understanding of technical challenges.Understanding.I always keep the ultimate technical objective in sight when tackling complex issues.Thinking Broadly. I delve deep to identify consistent and long-lasting technical solutions, looking beyond the “error message.” Empowering.I foster an environment where individuals are empowered to troubleshoot and resolve technical challenges.But you don’t have to take my word that this philosophy is effective. Here’s what my Director of Technical Support had to say upon my one-year anniversary: “Audrey Irwin, today we celebrate your First Year. From day one, your incredible experience with leading Enterprise and Database Teams has been invaluable in helping us build out our Americas Technical Support Team. You hold everyone (myself included) accountable. Your infectious level of excitement can only be matched by your favorite life tool: Lists. Everyone has a List. Because of this, we are improving our Processes, Procedures and Documentation. As we move our Global Technical Support Team to the WOW Level, it is directly related to your direction. Thank you for joining our EDB Family! You are Totally Way Cool!”

Experience

1. Senior Manager, Technical Support

   EDB

   Jun 2022 — Present

   I oversee the technical support team delivering services for a $150M global technology enterprise providing complex database solutions. I’m the key technical support manager for EDB’s top client. GLOBAL LEADERSHIP Lead up to 20 international team members, including 10 direct reports. Work globally, including US, LA, APAC, and EMEA. Coach team members to diagnose and resolve technical issues above and beyond expectations. Ensure team has foundation on product capabilities, business solutions, and technical operations. 24/7 TECHNICAL OPERATIONS Achieve and maintain 96% customer satisfaction rate. Originate SME role for technical support expectations and goals. Streamline use of Zoom phones in technical support. Integrate Ultipro for goal tracking and reviews in collaboration with human resources. Assess and improve various shift scheduling tools. STRATEGIC PROCESS IMPLEMENTATION Introduce WOW! to technical support organization. Build KPIs. Develop intra-region and global inter-region ticket handoff processes. Establish 2023—2024 technical support engineer goals for ~60 levels. Utilize Tableau and SQL to analyze business metrics. Realize global client satisfaction tracking process. Create Advanced Customer Service Program. Increase customer survey response rate 183%, from 160 in FY22 to 453 in FY23 (to date). EXCEPTIONAL SERVICE DELIVERY Increase first response service level objective (SLOs) 2.42%, from 94.8% in FY22 to 97.1 in FY23. Attain 98% of remedy SLOs. Resolve 93% of tickets within technical support organization. Support escalation resolution across leadership. Partner with cross-functional teams, including development, sales, and customer success teams.

Education

• Mountain Goat Software

  Agile Project Management

  2012 — 2012

• University of Delaware

  Bachelor of Arts (B.A.), Major: Communications; Minor: Business Administration

• Coaches Training Institute

  Co-Active Coaching Fundamentals

  2017 — 2017

Skills

• Business Process Improvement
• Supply Chain Management
• Leadership
• Cross-Functional Team Leadership
• Agile Methodologies
• Management
• Strategic Planning
• Change Management
• Enterprise Software
• Project Management
• Process Improvement
• Customer Service