M
Stanley K
McDowell Jr
Certifications:
Diversity
Recruiting
Interviewing a Job
Candidate for
Recruiters
Recruiting
Foundations
Talent Sourcing
SUMMARY
IT Professional with 23-plus years of work experience in various technical and
lead roles. Tactical professional with a background in successfully eliminating
roadblocks and technical challenges for customers by offering solutions to
resolve outstanding issues. Personable and highly knowledgeable in various
IT-related roles focusing on delivering top-tier customer experiences.
SKILLS
Windows, MacOS, Linux
• Networking (TCP/IP, DNS)
• MSSQL. MySQL, Oracle
• JavaScript, Selenium, Java
• Leadership
Salesforce, Jira, ELK Kibana
• C# C++, Python 3.x, Ruby, GoLang
• Cloudflare, Nginx
• DOMO, Tableau
• Team Lead
EXPERIENCE
Customer Success Engineer (Remote)
Charlotte, NC
Paymentus/ Mar 2022 to Dec 2022
• Handle cases raised by customers and or internal teams for issues with the
Paymentus platform.
• Used various tools to do a deep dive into the outstanding issues Web stack
services: Cloud infrastructure, and both rational and non-SQL databases to
determine the root cause of issues arising from financial transactions.
• Fixed back-end problems using an arrangement of tools from Data analytics,
real-time ELK stack Kibana.
• Analyzed logs from Cloudflare, Nginx, ModSecuirty, Firewall, and Web
Applications in the process of determining a root cause for a customer's issue.
• Debugged Front-end applications via JavaScript, jQuery, Freemaker, CSS,
and HTML
• Debugging Back-end applications SQL, Source code
Data Analyst
Louisville, KY
Neustar, Inc/ Aug 2018 to Feb 2020
• Collaborated between departments in identifying opportunities to
reduce operational costs related to KPIs
• Defined and tracked KPIs for existing and new functions/ projects
across all Product Support lines.
• Conducted detailed analysis, generated insights, visualizations,
maintained reports based on company-wide data using both DOMO and
Tableau.
• Telecom, telecom functional reporting, detailed. Identified and
documented detailed business rules and use cases based on
requirements analysis.
• Participated in requirements meetings and data mapping sessions to
understand business needs.
Technical Product Support Specialist
Louisville, KY
Neustar, Inc/ Aug 2016 to Aug 2018
•
•
•
•
•
•
•
•
•
•
•
•
•
Worked with manager/Director of Customer service to proactively ensure
capacity needs (all shifts) are staffed appropriately.
Worked with manager/Director of Customer Service to proactively ensure
schedules are communicated in advance to reps/leads.
With Manager, help reps in areas of opportunity for continuous
improvement.
Understand and utilize reps’ strengths to grow the greater teams' abilities.
Helped Manager maintain a culture of engagement and high ownership
reps for high productivity.
Participate in the new hire recruitment process as needed.
Actively listened to customers' requests, confirming full understanding
before addressing concerns.
Developed and implemented performance improvement strategies and
plans to promote continuous improvement.
Increased customer satisfaction by resolving Marketing services customers'
cases that could be resolved by team, thus reducing escalation time.
Designed, Developed, and implemented cross-training across 10+ product
lines.
Evaluate team's daily workload and adjust accordingly.
Schedule routine 1:1 session with each team member to provide the
following:
▫ Performance feedback and coaching on a regular basis.
▫ Provide ongoing coaching, counseling, direction, and resolution.
▫ Participate in the new hire recruitment process as needed.
▫ Ensure employees have appropriate training and other resources to
▫ perform their jobs.
Webmetrics| WPM| IP -Solutions Specialist Tier 2
Louisville, KY
Neustar, Inc/ Feb 2011 to Aug 2016
•
•
•
•
•
Assist team to meet or exceed service level target, maintain transfer rate,
abandon rate, solid CSAT scores above, and high 1st call resolution.
Assist in taking calls, working emails, responding to Slack requests, to
ensure goals are met.
Acts as a role model and example to others.
Designed, developed, and debugged scripts for monitoring and load
testing scenarios in Selenium Web Application Testing Ruby
Load Test Analysis / API troubleshooting
•
•
•
•
•
Broke down and evaluated user problems, using test scripts, personal
expertise, and probing questions.
Collaborated with outside departments to implement system-wide
improvements.
Created accurate and successful test scripts to manage automated testing
of certain products and features.
Determined server operating limits by conducting weekly load tests.
Tracked, prioritized, and organized defects with JIRA, working with
development team to facilitate timely corrections.
Solutions Senior Specialist - Tier 2
Louisville, KY
Neustar, Inc/ Mar 2010 to Feb 2011
•
•
•
•
•
•
•
•
•
•
Assist team to meet or exceed service level target, maintain transfer rate,
abandon rate, solid CSAT scores above, and high 1st call resolution.
With supervisor, help reps in areas of opportunity for continuous
improvement.
DNS Real-time directory services Manage External Traffic, Directional
DNS {geoIP}, Recursive.
Webmetrics performance monitoring, metrics and RIA scripting and
recording using Watir.
Served as primary point of contact for support relating to owned
solutions and products.
Tracked, prioritized, and organized defects with JIRA, working with
development team to facilitate timely corrections.
Analyzed DNS issues to identify troubleshooting methods needed for
quick remediation.
Explained technical information in clear terms to non-technical
individuals to promote better understanding.
Maintained response times in compliance with internal policies to
support business continuity.
Analyzed customer needs to create and implement appropriate solutions.
EDUCATION AND TRAINING
Master of Science: Information Technology
University of Phoenix Apr 2010
Phoenix, AZ
Bachelor of Arts: Spanish
University of Louisville Dec 2008
Louisville, KY
