Looking for a job

Ira Cooks

@iracooks

Message

I resolve technical product issues and turn customer needs into actionable engineering outcomes.

United States

Message

What I'm looking for

I'm looking to solve complex customer and product-support problems in a fast-paced environment, collaborating with engineering and cross-functional teams to improve workflows, automate troubleshooting, and deliver practical technical solutions.

At Nuu Inc, I serve as the primary customer contact, resolve inquiries and escalations, test prototype devices with engineering, and use customer feedback to recommend product improvements.

Previously at ZixCorp, I supported connectivity across mobile devices, workstations, servers, and applications, troubleshooting API and SaaS platform issues involving Google Workspace and Salesforce. I also led remote assistance sessions, managed phone, messaging, and ticket queues, and partnered with engineers and QA to investigate bugs, validate design changes, and improve software operations.

I'm motivated by fast-moving technical problems, practical automation, and translating customer needs into clear solutions across cross-functional teams.

Experience

Work history, roles, and key accomplishments

Current

Product Support Manager

Current

Nuu Inc

Feb 2024 - Present (2 years 7 months)

Provides exceptional customer service by addressing inquiries and resolving issues, acting as the primary point of contact for customers. Collaborates with internal departments and engineering to ensure timely resolution and conducts testing on prototype devices.

Automation Conflict Resolution Product Implementation Workflow Design Technical Documentation