Karen Proctor
@karenproctor
Platform & traffic operations manager specializing in real-time troubleshooting and incident resolution.
United StatesWhat I'm looking for
I’m a Platform & Traffic Operations Manager with deep experience owning real-time queue and traffic management for high-demand events. I specialize in research and troubleshooting in fast-moving, high-stakes environments, quickly diagnosing root causes and driving issues to full resolution under pressure.
In my current role, I lead real-time onsale queue and traffic operations for USA/Canada events on AXS.com, supporting millions of concurrent users. I use Sumo Logic, Datadog, Grafana, and executive reporting to translate complex monitoring signals into clear escalations, while proactively identifying platform irregularities before they become customer-facing outages.
Earlier in my career at Ticketmaster/Live Nation, I delivered Tier 2 technical support for a proprietary SaaS platform and built the knowledge systems that keep teams consistent—documentation libraries, recurring pattern escalation, and new hire training. I also held leadership roles across information and contact center operations, managing workflows, implementing real-time call-demand solutions, and overseeing programming delegation that reduced reliance on external support.
Experience
Work history, roles, and key accomplishments
Onsale Manager (Platform)
AXS / AEG
May 2022 - Oct 2025 (3 years 5 months)
Owned real-time queue and traffic management for USA/Canada onsales on AXS.com, supporting millions of concurrent users during high-demand events. Investigated bot activity and anomalous traffic with Sumo Logic, Datadog, and Grafana, resolved Queue-It configuration and edge-case issues in real time, and delivered daily executive summaries and weekly global high-demand reports.
Provided real-time Tier 2 technical support for a proprietary SaaS platform across high-demand onsales (USA, Canada, Mexico, and Australia), reaching root cause quickly through thorough troubleshooting. Troubleshot IVR systems and iOS/Android and web platforms, documented recurring patterns, and built the Event Analyst documentation library while training new hires.
Delivered Tier 1 application support for back-end systems on a proprietary SaaS platform, managing problem tickets end-to-end and driving website issues to resolution. Coordinated investigations with cross-team partners to resolve issues methodically and efficiently.
Information Manager (Ticketmaster)
Served as a subject matter expert for troubleshooting, documentation, inquiries, and programming requests across Event, IVR, Online, PCI, and Programming systems. Oversaw daily workflows of Information Coordinators across four regional offices and managed PCI programming approvals, including partnering to co-develop SEI to reduce reliance on the Phoenix PCI team.
Contact Center Supervisor
Led contact center operations by overseeing agent scheduling, monitoring inbound call volume, and implementing real-time solutions based on demand. Managed escalated customer calls, ensured quality through assurance reviews and test calls, and partnered with customer service teams to address fraud-related accounts.
Education
Degrees, certifications, and relevant coursework
Loyola University of Chicago
Bachelor of Arts, Psychology
Studied Psychology for a Bachelor of Arts with a minor in Business at Loyola University of Chicago and the University of Central Florida.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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