Atticus Diamon
FORT COLLINS,CO
Summary
Dynamic professional with over seven years of experience, including 2.5 years as a Senior Program Support Engineer III at Lexia Learning, specializing in Waterfall Project Management, troubleshooting, and client education. Expertise in enhancing user experiences, resolving software issues, and streamlining processes to facilitate seamless product adoption and maximize customer satisfaction. Proven ability to address complex technical challenges, including network configurations and firewall setups, while effectively educating account holders on software functionality. A collaborative approach with clients and internal teams drives process improvements, builds trust, and supports Lexia Learning's commitment to delivering exceptional customer support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Support Engineer Tier 3
Lexia Learning Systems LLC
01.2023 - Current
- Owned and led a 12-month Salesforce Knowledge Base integration initiative approved by Senior Customer Success leadership and Product Owners to standardize customer-facing communication workflows across the Customer Success organization.
- Spearheaded a 3-month technical process improvement initiative to standardize cargo log utilization and server diagnostic procedures for senior support engineers during customer outage investigations.
- Facilitated collaboration between customer success, product engineering, and support operations teams to ensure projects met delivery schedules.
- Directed integration of help center resources into customer case management to enhance efficiency.
- Developed and implemented automated systems to enhance customer communications by integrating troubleshooting guidance and instructional resources from internal knowledge bases.
- Enhanced customer service operations by standardizing response workflows and embedding knowledge resources into communications across support teams, reducing manual effort by ~40% and ensuring all customers are contacted within 24 hours.
- Analyzed and resolved 50–70 complex customer inquiries weekly, supporting user environments and ensuring consistent system reliability.
- Achieved a 30% reduction in manual support effort by implementing effective workflows. Realized a 13% increase in overall case closure rates through targeted strategies. Boosted representative NPS scores by enhancing customer communication consistency.
Senior Program Support Engineer
Lexia Learning Systems LLC
01.2020 - 01.2023
- Directed management of project dependencies within support development and Jira escalation frameworks to facilitate effective implementation and on-schedule deployment of new troubleshooting and diagnostic standards.
- Designed and implemented training initiatives to enhance diagnostic skills and improve Jira documentation quality for development teams.
- Reduced average customer case resolution time by 8% and contributed to an 11% reduction in Jira sprint remediation time by improving triage accuracy and escalation completeness.
- Developed and implements standardized troubleshooting procedures across support teams, improving diagnostic consistency and reducing issue resolution time by ~20%.
- Analyzed customer data and delivered actionable insights to enhance product usage and address recurring issues across 10,500+ accounts.
- Created and manages technical onboarding programs by training and mentoring 20+ team members across multiple teams, strengthening support consistency and improving overall team efficiency.
Primary Support Representative
Lexia Learning Systems LLC
01.2019 - 01.2020
- Facilitated direct customer interactions to troubleshoot concerns and enhance understanding of program features.
- Enhanced understanding of diverse product offerings to support customer inquiries regarding program features.
- Assessed customer concerns promptly to enhance operational efficiency for teachers and students.
- Streamlined communication and teamwork between primary and senior support teams and other departments to optimize the execution of customer solutions.
- Addressed customer inquiries through CRM software to optimize user experience.
- Facilitated seamless operation of educational software through dedicated technical support to enhance user experience.
- Synthesized user feedback to create actionable strategies aimed at optimizing product functionality and usability.
Mortgage Analyst
Reliance First Capital LLC
01.2018 - 01.2018
- Responsible for outreach to clientele in order to facilitate refinance loan parameters and loan program for home loan refinance and debt load consolidation
- Develop clientele base - include extensive outreach, coordination, and communication with diverse population living in NC
- Evaluate personal debt load of all clients, calculate structure of new loan program based off of qualifications, coordinate between clientele, processing, and underwriting departments in order to facilitate loan program implementation and facilitate pay offs where necessary
- Assess housing value in order to create new home loan and restructure program
- Comprehensive federal financial and property law and established market place guidelines
Education
Bachelor of Arts - Business Administration
Berklee College of Music
Boston, MA01-2014
Licensed Mortgage Loan Originator -
Associate of Arts - Music Business
Musicians Institute
Hollywood, CA01-2012
Skills
- Network management
- System administration
- Project management
- Project coordination
- Technical support
- Agile
- Waterfall
Certification
Certified ScrumMaster®
Issued To: Atticus Diamon
Position: Senior Product Support Engineer Tier 3
Company: Lexia Learning LLC
Badge ID: 2198343
Issue Date: 2026-06-14
Accepted at: 2026-06-14 17:29
Active through: 2028-06-14
Course: Certified ScrumMaster® (202604911)
Timeline
Senior Support Engineer Tier 3
Lexia Learning Systems LLC
01.2023 - Current
Senior Program Support Engineer
Lexia Learning Systems LLC
01.2020 - 01.2023
Primary Support Representative
Lexia Learning Systems LLC
01.2019 - 01.2020
Mortgage Analyst
Reliance First Capital LLC
01.2018 - 01.2018
Bachelor of Arts - Business Administration
Berklee College of Music
Licensed Mortgage Loan Originator -
Associate of Arts - Music Business
Musicians Institute