Alexa Hill Email & Phone Number

San Francisco, Us

Sydney, Au

Sydney, Au

• Write and maintain internal and client-facing documentation• Assist with testing new apps, plugins, and features• Lead internal trainings, across teams, on products and features• Work with Product Managers and Engineering to troubleshoot bugs and share client feedback• Use Postman to test API endpoints• Meet with clients 1:1, using videoconferencing tools, to integrate Zip products• Work with clients and internal teams to assist with troubleshooting• Mock up integration products and features using HTML, CSS, and JavaScript• Create and run SQL queries• Investigate logs and traces in DataDog• Create reports and track accounts in Salesforce

Boston, Massachusetts, Us

• Provided Tier 3 support to customer-facing teams by triaging, troubleshooting, identifying, and escalating bugs to Engineering.• Created and maintain team internal documentation and SOPs.• Worked with Engineering teams to troubleshoot and reproduce bugs.• Worked with 3rd party software companies to troubleshoot high-level integration issues.• Worked with Product to create and maintain product-specific documentation for integrators, consumers, and clients by writing external help center articles and capturing expected behavior of new features.• Provided insights and resolutions to customer-facing teams about bugs and configuration issues.• Troubleshot integration issues in real time with 3rd party integrators, Account Managers, and clients using video conferencing tools.• Set up subdomains for clients using Cloudflare.• Managed critical situations and urgent and high priority bug reports through issue investigation and coordination of internal workflows and escalation processes with a variety of teams.• Interviewed candidates for Tier 3 Product Support positions.• Wrote internal and external documentation for 3rd party integrations.

Boston, Massachusetts, Us

• Worked directly with clients to troubleshoot product and integration-related issues via live chat, email, and phone.• Collaborated with Implementation and Account Management teams to ensure that configuration issues and bugs raised by clients were reported and resolved in a quick and effective manner.• Filed bug reports in Jira for Engineering to investigate.• Kept internal documentation on product expected behavior and 3rd party integrators up-to-date.

Jacksonville, Florida, Us

• Assisted with client onboarding, training, and implementation• Monitored client accounts and made recommendations for improving engagement• Analyzed large amounts of data and created reports to understand client patterns and behaviors• Managed support channels through phone and email channels, and tracked system bugs• Created, reviewed, and edited knowledge base articles• Participated in product development discussions

Firenze, Firenze, It

• Created, updated, and corrected materials• Provided general support to teachers and school directors• Created and maintained project documentation• Copied and maintained electronic documents and records• Managed and oversaw small teams, projects, and payment• Created didactic content for social media and hours of online training videos• Planned and created company newsletter• Interviewed candidates for teaching positions• Created content for company blog

Firenze, Firenze, It

• Taught grammar and conversational-based lessons• Prepared extra activities based on the needs and interests of the students, including listening and reading comprehension, as well as speaking and writing practice• Attended frequent meetings with colleagues to identify and improve teaching styles and methods• Led classes on a wide range of materials including business-related lessons and test preparation• Planned and implemented English language and culture-related events

• Planned and implemented activities for children and teenagers ages 5 through 15• Provided guidance and mentorship to youth members• Ensured the health and safety of all youth members by communicating club rules and supervising program activities• Participated in suicide prevention and child abuse awareness workshops• Led small group activities related to art, physical activity, and communication

• Responsible for logging and keeping track of computer files and hard-copy files• Assisted in the recruitment of research participants• Recorded and collected data using eye tracker camera and software• Attended regular meetings to discuss data and collection methods• Used MATLAB software to run studies

• Worked with students one-on-one to groom and tack up horses• Assisted with therapeutic riding classes• Cleaned and organized barn equipment• Assisted students in navigating through arena obstacles• Attended weekend intern/volunteer classes to learn how to improve students' riding skills