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Resume

SUMMARY:

    • Extensive industry experience in worldwide SaaS and e-learning platforms
    • A champion of customer advocacy
    • Created and developed multiple worldwide support teams
    • Process-oriented with the ability to see the big picture and break it down into identifiable processes with
    • multiple teams
    • Highly skilled and dedicated customer support manager with twelve years of support experience
    • Exceptional organizational skills and strong attention to detail
    • Managed internal and external infrastructure with Microsoft Azure and Amazon Web Services

    EXPERIENCE:

    Cloud Academy - Customer Support Manager - Remote - March 2020 to Present

    • Managed a team of customer support representatives in three different countries with three languages
    • Administrated Zendesk by creating processes for escalations to multiple groups, tagging, and reporting dashboards
    • Facilitated training in support theory, crafting professional responses, and troubleshooting theory
    • Maintained relationships with department leaders by being proactive and forward-thinking with regular meetings and fearless feedback
    • Provided world-class support for over 3000 tickets per month
    • Acted as the voice of the customers for the organization during project cycles and feature creation
    • Created the learning coach job role and built out the team to be a successful asset for the organization


    Linux Academy - Operations Engineer - Keller, TX - February 2018 to Jan 2020

    • Work with the development team to address bugs identified by support requests by providing duplication steps, expected results, and any other relevant information
    • Provide tier 3 technical support, including content support, technical support, and inventory management for Windows, Macs, iOS, Android, and Linux computers and devices
    • Provide internal and external email, social media, and phone support to resolve issues with accounts, billing, technical, and other related questions or problems.
    • Assist customer support specialists and other team members when questions or problems are escalated
    • Communicate and document learned knowledge to support team members in a professional, educative manner
    • Monitor and respond to questions in public areas such as the Linux Academy community, Slack, and other communication channels.


    Opsgility LLC. - Lead Technical Support Agent - Highland Village, TX - May 2017 to February 2018

    • Lead quality assurance engineer with training materials covering PowerShell, Azure, Linux, SQL, and Windows Server training courses
    • Lead technical support agent on live web chat, phone calls, and email for all training materials, lectures, and hands-on labs
    • Modified and updated PowerShell scripts and templates
    • Generated reports on agents' customer service ratings.
    • Implemented new strategies for website design, lab guides, for customer usability.


    Seed Company - Infrastructure and Security Engineer - Arlington, TX - December 2016 to May 2017

    • Lead engineer on migration and implementation of AWS infrastructure
    • Maintain current internal infrastructure running VMWare and Simplivity
    • Stakeholder for the Support team during Agile sprints and project planning
    • Procurement for DevOps department and reconcile company credit card every month
    • Self-trained for AWS and infrastructure technologies, including PowerShell
    • Created and Maintained Atlassian applications (JIRA, Confluence, Service Desk)

    Seed Company - Computer Systems Analyst - Arlington, TX - April 2013 to December 2016

    • Supported office staff in a Mac and Windows environment with JAMF
    • Helped lead Office 365 migration and rollout
    • Installed and supported technology for end-users (hardware, software, and licenses)
    • Created and maintained information architecture in the company wiki
    • Worked with end-users on troubleshooting problems with hardware, software, and networking issues
    • Managed Active Directory objects and groups
    • Provided inventory support and maintenance as well as purchasing of new equipment


    Apple Inc. - Fort Worth, TX - Genius September 2008 to April 2013

    • Repaired all Apple products (Macs, iPhone, iPad, etc.)
    • Provided hands-on technical support for customers, handling 1,000+ appointments per quarter
    • Managed the appointment queue and matched customers to specific employees based on issues and experience
    • Regularly multitasked with two to six customers at a time providing top-tier support in a quick and timely fashion
    • Provided customers with an excellent level of service, including guidance, knowledge, tips, and training
    • Trained customers one-on-one and in group sessions on both Mac and iOS devices in a workshop and individual setting

    EDUCATION:

    University of North Texas - Denton, TX

    Bachelor of Arts - Communication Studies

    August 2008

    SOFTWARE KNOWLEDGE:

    Zendesk Suite, Amazon Web Services; Microsoft Azure; JAMF (Casper Suite); Office 365 administration; Active Directory administration; Atlassian Confluence and JIRA; Linux administration