As a Security Advocate for the Safety & Security Triage Team at Ring, I am responsible for handling internal and external escalations, finding, investigating and resolving Neighbor concerns in regards to Security, Privacy, or Legal escalations. ● Streamlined process for finding unreported Security Concerns saving team members up to 3 hours per month.● Identified non-functional and deficient Splunk Dashboards that were made for S2T2 and worked with the Incident Response team to resolve the existing issues.● Developed Dashboards in Splunk to improve S2T2’s ability to investigate concerns resulting in faster ticket resolutions.● Developed an internal escalation process to function as an intermediary between S2T2 and Incident Response in order to reduce extended escalations, resulting in faster ticket resolutions.● Ring of Excellence January 2024.● Created custom searches for deep diving security and technical related concerns.

As a Neighbor Solution Expert, I was responsible for providing solutions to issues that neighbors may be experiencing with their devices. I would provide internal support to other team members, while always delivering exceptional service through troubleshooting with neighbors. ● Top Performer of 72 Agents for Q4 2021● Ring of Excellence November 2021● Consistently exceeds minimum performance standards month over month● Provide internal support for peers and transferring agents● Provide networking and advanced technical solutions● Identify potential issues needing to be triaged and escalate when necessary● Collaborate with other departments to provide better support for neighbors and help to improve existing tools and processes.

As a Program Manager, I assisted and handled special projects to identify areas of opportunity for improvement within Ring for cost savings and process improvements. The position was designed specifically to utilize my knowledge/technical abilities to identify opportunities to provide solutions, and/or guidance for new processes. At the end of my time as a Program Manager I worked as part of the Hardware/Firmware/Backend QA team. ● Evaluated and corrected documentation for information regarding new product and feature releases.● Evaluated and tested EVT and DVT devices for product readiness● Assisted in evaluating product features as well as identifying the areas of opportunity for improvement● Created internal and external troubleshooting documentation for new and existing devices.● Functioned as a SME for the Instructional Design Team for new products, features, and networking● Ran SQL queries to complete data analysis of call drivers and common replacement reasons● Organized and coordinated roundtable for No Trouble Found (NTF) device failure analysis with CS. ● Performed BAT and STU testing of firmwares for Gelato and Cocoa devices documenting results in TestRail● Flashed firmware for EVT and PVT Devices, and manually flashed PVT devices for bug bashes hosted by L&D● Performed manual and automated firmware and backend testing

Amazon acquisition of Ring on April, 13, 2018.As a Ring Solutions Advisor Team Lead, I scheduled and conducted coaching various team members. I listened to calls to identify areas of opportunity. I managed agent activity in Kustomer and maintained coaching documentation in HQ. Coordinated with Operations management for the direction of the team while consistently answering questions and providing assistance through all communications systems.● Facilitated RSA trainings for agents new to RSA.● Conducted various coaching methodologies.● Helped agents set goals for agent development.● Created comprehensive action plans to improve overall team performance.● Ran Kustomer and Amazon Connect reports for agent. Put together spreadsheets for presentation of team performance and tracking.● Facilitated Q&A and training sessions with Level 1 teams to improve skillsets.

As a Level 2 Community Support Agent, I provided advanced support to a myriad of clientele while maintaining a high level of rapport. Worked with installers, neighbors, and agents by providing guidance through troubleshooting wiring, power, and network requirements for our Ring devices which allowed me to ensure a successful resolution to their issues.● Ran Level 2 training for International Team Member, Neighbor Advocates (Executive Support), new Level 2 Agents, and new Ring Solution Advisor agents ramping up over 50 agents. ● Introduced new aspects of Level 2 training by providing 26 routers of various makes/models to challenge and provide trainees hands-on experience.● Remote accessed Neighbor systems to adjust router configurations.● Updated Level 2 training refreshers and documentation including: Get Meshed, Admin, Basic Networking, Wifi, Hardwiring, Hotspots 101, and Advanced Motion.● Assisted “Ring Partners” such as Samsung, Key, and Linksys to troubleshoot devices used for research and development.● Contributed to the creation and implementation of the Ring SAT for internal knowledge testing which became required for career advancement certifying over 250 agents for promotion.● Authored documentation for troubleshooting various Ring devices and router configurations.● Coordinated with Engineering and Development Teams to author release notes and communicate updated troubleshooting processes.

As a Security Advocate for the Safety & Security Triage Team at Ring, I am responsible for handling internal and external escalations, finding, investigating and resolving Neighbor concerns in regards to Security, Privacy, or Legal escalations. ● Streamlined process for finding unreported Security Concerns saving team members up to 3 hours per month.● Identified non-functional and deficient Splunk Dashboards that were made for S2T2 and worked with the Incident Response team to resolve the existing issues.● Developed Dashboards in Splunk to improve S2T2’s ability to investigate concerns resulting in faster ticket resolutions.● Developed an internal escalation process to function as an intermediary between S2T2 and Incident Response in order to reduce extended escalations, resulting in faster ticket resolutions.● Ring of Excellence January 2024.● Created custom searches for deep diving security and technical related concerns.

As a Neighbor Solution Expert, I was responsible for providing solutions to issues that neighbors may be experiencing with their devices. I would provide internal support to other team members, while always delivering exceptional service through troubleshooting with neighbors. ● Top Performer of 72 Agents for Q4 2021● Ring of Excellence November 2021● Consistently exceeds minimum performance standards month over month● Provide internal support for peers and transferring agents● Provide networking and advanced technical solutions● Identify potential issues needing to be triaged and escalate when necessary● Collaborate with other departments to provide better support for neighbors and help to improve existing tools and processes

As a Program Manager, I assisted and handled special projects to identify areas of opportunity for improvement within Ring for cost savings and process improvements. The position was designed specifically to utilize my knowledge/technical abilities to identify opportunities to provide solutions, and/or guidance for new processes. At the end of my time as a Program Manager I worked as part of the Hardware/Firmware/Backend QA team. ● Evaluated and corrected documentation for information regarding new product and feature releases.● Evaluated and tested EVT and DVT devices for product readiness● Assisted in evaluating product features as well as identifying the areas of opportunity for improvement● Created internal and external troubleshooting documentation for new and existing devices.● Functioned as a SME for the Instructional Design Team for new products, features, and networking● Ran SQL queries to complete data analysis of call drivers and common replacement reasons● Organized and coordinated roundtable for No Trouble Found (NTF) device failure analysis with CS. ● Performed BAT and STU testing of firmwares for Gelato and Cocoa devices documenting results in TestRail● Flashed firmware for EVT and PVT Devices, and manually flashed PVT devices for bug bashes hosted by L&D● Performed manual and automated firmware and backend testing

As a Ring Solutions Advisor Team Lead, I scheduled and conducted coaching various team members. I listened to calls to identify areas of opportunity. I managed agent activity in Kustomer and maintained coaching documentation in HQ. Coordinated with Operations management for the direction of the team while consistently answering questions and providing assistance through all communications systems.● Facilitated RSA trainings for agents new to RSA.● Conducted various coaching methodologies.● Helped agents set goals for agent development.● Created comprehensive action plans to improve overall team performance.● Ran Kustomer and Amazon Connect reports for agent. Put together spreadsheets for presentation of team performance and tracking.● Facilitated Q&A and training sessions with Level 1 teams to improve skillsets.

As a Level 2 Community Support Agent, I provided advanced support to a myriad of clientele while maintaining a high level of rapport. Worked with installers, neighbors, and agents by providing guidance through troubleshooting wiring, power, and network requirements for our Ring devices which allowed me to ensure a successful resolution to their issues.● Ran Level 2 training for International Team Member, Neighbor Advocates (Executive Support), new Level 2 Agents, and new Ring Solution Advisor agents ramping up over 50 agents. ● Introduced new aspects of Level 2 training by providing 26 routers of various makes/models to challenge and provide trainees hands-on experience.● Remote accessed Neighbor systems to adjust router configurations.● Updated Level 2 training refreshers and documentation including: Get Meshed, Admin, Basic Networking, Wifi, Hardwiring, Hotspots 101, and Advanced Motion.● Assisted “Ring Partners” such as Samsung, Key, and Linksys to troubleshoot devices used for research and development.● Contributed to the creation and implementation of the Ring SAT for internal knowledge testing which became required for career advancement certifying over 250 agents for promotion.● Authored documentation for troubleshooting various Ring devices and router configurations.● Coordinated with Engineering and Development Teams to author release notes and communicate updated troubleshooting processes.

As a Level 1 Community Support Agent, I provided excellent customer service by effectively communicating with neighbors (customers) to ensure resolutions with the proper troubleshooting steps. I also consulted with neighbors to uncover additional product needs while completing all data entry required.● Handled inbound calls documenting activity in ZenDesk● Using Internal tools, I worked with neighbors to thoroughly troubleshoot their devices● Identified calls that needed to be escalated to the proper departments

Owner of the company which provides computer repair, network installation, web design and technology support to various clients and small businesses in the valley.

• Provided live call queue management to maintain SLA.• Performed QA Call analysis and attached coaching's to agents files. • Adjusted schedules to accommodate call volume and agent shrink. • Posted IVR messaging on Avaya's IVR management console for approved outages. • Consulted client's on-call staff to report suspicious call behaviors for outage reporting and mitigation. • Supported 10 clients simultaneously including military and state government contracts via phone, chat and email. • Authored documentation to improve processes and assist other agents. • Server monitoring using Cisco's Tidal and Orsyp for SAP batch job processing. • Remote desktop support for various clients.• Managed Active Directory and Oracle CRM accounts and password resets for multiple clients. • Utilized both internal and external ticketing systems including ServiceNow, Sysaid, SharePoint and Deloitte’s AMPM.

• Door to door sales• Cold calling leads • Marketing via social media • Removed incompatible equipment • Installed 2Gig alarm panels, sensors as well as 3P sensors (EcoLink/Honeywell) • Programmed alarm system and coordinated testing with CMS • Trained users on use of the panel as well as the mobile application.

• Assisted as temporary management for multiple valley locations • Responsible for opening and closing the store • Managing the till as well as balancing credit card transactions • Managed orders, refunds, warranty requests and change orders. • Completed reports for corporate based on store performance. • ABO Certified and NCLE Certified. • Responsible for selling contact lenses and eyeglasses • Trained patients in proper insertion, care and use of contact lenses • Assisted onsite optometrist to ensure patients Rx were properly implemented. • Troubleshot eyeglass and contact lens Rx's when necessary to improve the functionality or comfort. • Worked with patients for proper measurement of frames and lenses for Rx.