Micheal Tiea
Verified Expert in Engineering
Technical Expert and Developer
Washington, DC, United States
Toptal member since January 2, 2025
Micheal is an experienced professional who helps cultures grow and build meaningful client connections, driving transformation, simplifying processes, and empowering customers to be independent. He focuses on operational scaling and thrives on fostering positive, collaborative teams where individuals feel supported and motivated. Whether managing complex projects or guiding teams through change, Micheal brings creativity and empathy to every situation.
Portfolio
Experience
- Atlassian Suite - 8 years
- Zendesk - 8 years
- SQL - 4 years
- Datadog - 4 years
- Scrum Coaching - 4 years
- Freshdesk - 4 years
- Okta - 2 years
- Auth0 - 2 years
Availability
Preferred Environment
SQL, Zendesk, Atlassian Suite
The most amazing...
...project I've undertaken brought AI Tier 0 support to Fortune 100 companies in the gaming industry.
Work Experience
Technical Expert
Feeling Great
- Oversaw the launch of the Freshdesk CRM and a support department in two months in preparation for the 2024 app launch for 30,000 users.
- Monitored user feedback and created a feature feedback pipeline for engineering, resulting in 21 features and improvements in three months.
- Developed and executed app store optimization (ASO) for Goole and Apple, resulting in 4+ star ratings maintained since the app launch in May 2024.
Lead Technical Expert
Grow Therapy
- Coordinated three teams in a three-month project to improve self-service customer identity and access management (CIAM) for over 20,000 providers, reducing account recovery time from one week to one hour.
- Centralized standard operating procedures and technical training on platform services in only six months to scale up Tier 1 and Tier 2 support knowledge, reducing resolution times from two weeks to one day.
- Reduced tickets by 63%, triaging to engineering teams through improving support and Tier 0 support automation in Atlassian.
Principal Technical Lead
Netomi
- Implemented Zendesk omnichannel agents in chat and email, SLAs, and automation solutions and hired Zendesk developers for custom apps.
- Integrated an AI chat for financial, travel, and retail Tier 0 support within one month.
- Improved the user-to-AI engineering pipeline, overseeing user feedback and survey meetings for new features and improvements, resulting in 13 new features that significantly increased subscriptions.
Experience
Mental Health App Review Scraper
The initial step was understanding the support tiers offered by others to form the different support profiles we would implement. I had to learn and leverage the interactive Python notebook to scrape app reviews and developer responses. After creating the script, I identified the support CRMs by submitting tickets and identifying SLAs, the language used, and app patch cycles. I also identified key CRMs that handled app reviews, support requests, and social media omnichannel support with only a small team of two members overseeing 30,000 users. This stretched my understanding of app store optimization, faster app development cycles, and how to engage users in multiple social media channels.
Certifications
Certified Scrum Master
Scrum Alliance
Zendesk Admin On-demand
Zendesk
IT Certification in Computer Science
George Mason University
Skills
Tools
Atlassian Suite, FullStory, Postman, Auth0, Retool, LaunchDarkly, Sentry, Miro
Platforms
Zendesk
Storage
Datadog, JSON
Languages
SQL, Python
Paradigms
ITIL
Other
Scrum Master, Intercom, Okta, Scrum Coaching, Freshdesk, NIST, IT, Computer Science, Artificial Intelligence (AI)
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