PromoteIQ | Ad Tech | Bing Ads• Manage an important base of customers (including the largest retail customer for Microsoft Retail Media Program), providing solutions to challenging technical issues including initial deployment and on-going optimization of customer specific implementations. • Work with sales, account management, and product teams to ensure the successful delivery and implementation of PromoteIQ solutions within client organizations. • Perform sophisticated technical troubleshooting, drive resolution of incoming support tickets for product issues, and be accountable for the follow-up on action items from product incidents as areas of improvement and growth identifiers. • Lead status update meetings around bugs, crafting awareness for leadership and peers around relevant issues negatively impacting our customer’s experience. • Introduce new PromoteIQ products and features to clients and provide education on best practices.

Azure Logic Apps and BizTalk Integration• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., swarming)• Identify cases that require escalation (either technically or strategically)• Create and maintain incident management requests to product group/engineering group.• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.• Provide ramp activities, knowledge sharing, documentation, troubleshooting guides, blog articles, technical coaching, and mentoring.• Drive technical collaboration & engagement outside of CSS for example with Azure Logic Apps Product Engineering Groups.Collaborate across teams and across technologies by working with resources from other groups as needed to resolve customer issues. Collaborates with other Technical Advisors and escalation resources when appropriate.• Act internally as a customer advocate and collaborate with Product Engineering groups to help improve the product and make the experience better to the customers.

• Launched, led design and redesign of customer-facing microservice and customer onboarding.• Used React, Typescript combined with MobX to develop front end code and components.• Work on RESTful APIs and JSON objects.• Worked on Mobile Development using React Native• Used PostgreSQL for databases and AWS for cloud service• Collaborate with Customer Success to understand pain points of the customers and optimize the software and write specs and set OKRs.• Decreased page load time by 2.2 seconds by: reducing file sizes, lazy loading fonts, deferring nonessential JavaScript, and identifying back-end performance optimizations.• Worked in Agile development environment using advanced Scrum methodologies with tools such as JIRA for organizing and prioritizing tasks

• Lead a team of analysts to provide technical assistance to Texas Tech Community over a wide range of issues including hardware, software, network, troubleshooting, and account management.• Collaborate with multiple IT departments to assist customers with both on-site and over-the-phone support.• Create and modify troubleshooting solutions from the askIT knowledge database used by technicians and customers

Worked at the front desk of TTU library helping patrons in checking out books and other digital equipment and thus gaining excellent communication skills