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Luke McCandless

Technical Support Engineer @ Plaid

Customer Success | Fintech Developer Support | Client Engagement

San Francisco Bay Area

Ranked #1,113 out of 22,260 for Technical Support Engineer in United States

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Luke McCandless's Email Addresses & Phone Numbers

Luke McCandless's Work Experience

Plaid

Technical Support Engineer

San Francisco Bay Area

Bank of America/ West Corp

Mortgage Loan Originator

May 2008 to April 2009

Spokane, Washington Area

Northwestern Mutual

Financial Representative

December 2007 to May 2008

Luke McCandless's Education

Western Washington University

B.A., General Studies

Luke McCandless's Professional Skills Radar Chart

Based on our findings, Luke McCandless is ...

Friendly
Engaging
Scheduled

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Based on our findings, Luke McCandless is ...

52% Left Brained
48% Right Brained

Luke McCandless's Estimated Salary Range

About Luke McCandless's Current Company

Plaid

Frequently Asked Questions about Luke McCandless

What company does Luke McCandless work for?

Luke McCandless works for Plaid


What is Luke McCandless's role at Plaid?

Luke McCandless is Technical Support Engineer


What is Luke McCandless's personal email address?

Luke McCandless's personal email address is l****[email protected]


What is Luke McCandless's business email address?

Luke McCandless's business email addresses are not available


What is Luke McCandless's Phone Number?

Luke McCandless's phone (**) *** *** 190


What industry does Luke McCandless work in?

Luke McCandless works in the Financial Services industry.


Who are Luke McCandless's colleagues?

Luke McCandless's colleagues are Kevin Hu, Carl Tremblay, Pouya Fatemi, Dan Morgan, Erin Symons, Keith Dunckel, Madylyn Thorn, Charley Ma, Soroush Pour, and Harvey Multani


About Luke McCandless

📖 Summary

Technical Support Engineer @ Plaid San Francisco Bay AreaMortgage Loan Originator @ Bank of America/ West Corp I was responsible for working with a borrower to complete a mortgage transaction, while being the main point of contact throughout the entire home loan process. From May 2008 to April 2009 (1 year) Spokane, Washington AreaFinancial Representative @ Northwestern Mutual I was responsible for organizing client meetings and creating actionable financial goals and comprehensive financial planning. (Obtained Series 7 and 63 licenses) From December 2007 to May 2008 (6 months) Branch Manager @ College Works Painting - Owned and operated an independent branch of a painting business- Managed a team of eight employees- Generated revenue of greater than $45,000 over a 3 month period- Personally responsible for sales, hiring, production, and customer service From February 2003 to October 2003 (9 months) Greater Seattle AreaProduct Support Manager - Tier 3 Escalations @ Netflix ♦ Senior Technical Specialist - Tier 3 Escalations Lead (February 2014 ­ - August 2017)Responsible for managing escalated casework, bringing technical investigations to closure within established service levels, and handling all major requests from ISPs, while managing a global team of 60-90 Tier 2 Support Specialists (80,000 tech support calls per day).• Successfully documented, investigated, and drove resolution of complex global technical issues which impacted business tools and customers. (Managed the resolution of 1189 Product Issues in 2016).• Collected and analyzed multiple levels of employee and stakeholder feedback while driving improvements to tools, methods, and operations (Efficiently managed and resolved 678 Service Outage events in 2016).• Utilized data-driven product expertise to analyze casework data and identify issues and global trends.• Effectively developed Tier 2 escalation tracking processes for issues with providing customer account credits.• 24HR NOC Support – responsible for Crisis management, ticket creation, managing help-center notifications, issue prioritization, high-priority issue hand-offs, tool management, payment processors/vendors, Knowledge Base (KB) posts, Partner Network Support i.e. functionality, billing & payment issues; basic IT Support.♦ Global Technical Support Representative - Tier 2 (October 2012 ­ February 2014)I was responsible for handling all tier-2 technical escalations from the global customer service network.• Supported engineers regarding customer impact and error reporting for expansion in 190 countries.♦ Global Customer Service Representative (November 2011 - October 2012)• Specifically selected to aid in the initial creation of the global support center and international expansion.♦ Customer Service Representative (February 2010 - November 2011)• Performed as a point of contact for all major streaming, billing and service outages. From February 2010 to August 2017 (7 years 7 months) San Francisco Bay Area


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In a nutshell

Luke McCandless's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

2 year(s), 5 month(s)

Luke McCandless's Willingness to Change Jobs

Unlikely

Likely

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Luke McCandless's Social Media Links

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