Stephen Dellinger_

Rosetta Stone / IXL Learning | Remote

• Tier 2 Escalation: Part of a two-person Tier 2 team averaging 150+ cases per week across web, iOS, Android, and macOS with a 90% average customer satisfaction rating over 3 years.
• Privacy Compliance Officer: Processed approximately 1,100 GDPR, CCPA, and related data privacy requests in OneTrust, including right-to-erasure, data access, and opt-out submissions, coordinating with legal to keep responses timely and compliant.
• Technical Triage: Diagnosed complex authentication, performance, audio/video, and network issues using Chrome DevTools to capture logs and validate defects before escalation to Engineering.
• Knowledge Base Owner: Built and maintain a 100+ page Confluence wiki as sole author, used regularly by Support, QA, and Engineering. Organized into escalation flows, decision trees, and platform-specific triage guides.
• Engineering Liaison: Primary point of contact for customer-reported defects. Wrote Jira tickets with reproduction steps, DevTools log captures, and environment data that directly resulted in shipped fixes, including a platform-wide speech recognition issue affecting multiple platforms.
• New-Hire Training: Designed and delivered the full onboarding program for incoming analysts, including a multi-week schedule and all core documentation, getting new hires to full-case productivity within 30 days.

Rosetta Stone / IXL Learning | Remote

• Provided Tier 1/2 technical support across web, mobile, and desktop platforms for a SaaS edtech product used by millions of consumers.
• Identified and documented recurring product bugs, building reproducible test cases that accelerated Engineering triage.

Walmart Distribution | Mt. Crawford, VA

ITC Systems | St. Louis, MO

• On-Site Deployment: Traveled to client sites to install and configure access management hardware for institutions including the NY Public Library and Bureau of Prisons, working within strict security and compliance requirements.
• Board-Level Repair: Diagnosed and repaired failed circuit boards using precision soldering, returning hardware to service instead of replacing it outright.
• Network Build-Outs: Racked servers, ran and terminated structured cabling, and configured workstations during office network migrations.
• Hardware Commissioning: Deployed software to endpoints and ran connectivity validation tests before handing systems off to clients.