Erica Shackelford
About Erica Shackelford
Erica Shackelford is a Technical Support Engineer with extensive experience in data management and client support. She is currently pursuing a Bachelor of Science in Computer Science at the University of the People and has a background in full stack web development.
Work at Emplifi
Erica Shackelford has been employed at Emplifi as a Technical Support Engineer since 2021. In this role, she provides technical assistance and support to clients, focusing on troubleshooting and resolving issues related to the company's products and services. Her responsibilities include executing routine data update requests and managing product feed issues. Erica's expertise in using tools such as JIRA and Zendesk facilitates efficient issue resolution and enhances client satisfaction.
Education and Expertise
Erica is currently pursuing a Bachelor of Science in Computer Science at the University of the People, with an expected graduation in 2024. She also completed a Full Stack Web Development Program at General Assembly in 2018, earning a certificate. Her educational background supports her technical skills, which include data importing and exporting, troubleshooting, and customizing client widgets and email templates using HTML, CSS, and JavaScript.
Background
Before joining Emplifi, Erica held various positions in the technology sector. She worked as a ServiceNow NextGen Extern in 2023, where she gained experience in a remote setting. Prior to that, she served as an Information Technology Help Desk Analyst at HumanTouch, LLC from 2017 to 2019, and as an Application Support Developer at Betty Blocks for five months in 2019. Erica also worked as an Application Support Engineer at OneTrust from 2019 to 2021.
Technical Skills and Tools
Erica possesses proficiency in several technical tools and programming languages. She is skilled in using JIRA, Zendesk, and Guru for real-time issue investigations. Additionally, she utilizes SQL for creating custom analytical reports and identifying trends. Her understanding of User-Generated Content (UGC) and moderation strategies further enhances her ability to support clients effectively.
Mentorship and Training
In her current role, Erica takes on the responsibility of training and mentoring new engineers. She shares her knowledge of complex concepts and systems, helping to develop the skills of her colleagues. This mentorship role underscores her commitment to fostering a collaborative and knowledgeable team environment.