I provide expert technical assistance and issue resolution advice to internal co-workers and customers via phone, online, chat, and email.I drive complex issues to resolution. This may require cross-functional collaboration with Engineering and Product resources in order to do so.I create a training documentation with resolution steps, small video tutorials, screen grabs and collaborate with product and engineering teams to share Root Cause Analysis on the incidents so that they can take further steps to enhance the Product.I am influential in improving procedures and processes that improve our efficiency and effectiveness.I act as a coach and mentor for the respective product suite and collaborate with operational teams to guide them on to root cause analysis of the incidents, patterns of the incidents. Provide any process improvement training with screen capture, small videos during resolution process to enhance the product operational work-flow.I provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same.I help other TSEs identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Ensure that issues reported to R&D as bugs are accurate and complete, and work with others to reduce errors and improve effectiveness in the bug reporting process. Work with R&D, Product Management and other organizations to ensure that our products are easy to use and support.

As an Entrata HelpDesk Specialist, I am on a team of highly specialized, top tier performers, supporting customers who pay for a higher level of support. I work with property managers and corporate level employees to help resolve questions they have as they work in Entrata's software. I work within a domain, Entrata's Marketing product, but I take on tickets from other domains as well. I work hand in hand with other departments, including software developers, the implementation team, the training team, and others.Responsibilities-Work with the high level property and corporate staff to overcome all questions, challenges or other needs that arise through the use of our software-Represent the company and the product as a true subject matter expert-Work with internal departments to recognize issues and direct resolution-Form trusting relationships with key contacts-Manage relationships with key accounts through a support and project management perspective-Act as a liaison for the client, other client facing teams, and development-Perform on-demand support primarily via ticket system, chat, telephone and E-mail for internal and external customers-Research, resolve, and record all levels of product related questions and issues from customers within given support guidelines-Effectively communicating procedural and routine technical issues to internal and external customers in a fast paced and customer-critical environment-Ability to multitask and monitor/track multiple service tickets, to include regular status updates to customers within a contractual Service Level Agreement-Ability to work well in a fast paced and high-pressure environment with dynamic products and processes

Train youth and adults in improv for creative and personal development. Direct improv shows for community and private institutions.

Teach adult and youth improv classes.

Perform in regular shows at Unexpected Productions, like the Improv Happy Hour and Theatresports. Also perform in season and specialty shows, like Genre House and Piggyback.

Simulate a patient for medical professionals, working on communication, empathy, and de-escalation skills.

I have experience directing improv shows. In 2015, I co-directed "Improv Happy Hour: The Musical," which ran for five shows at Unexpected Productions. I also directed "Everleigh Estates," which had five shows at UP North (Black Box Theater, Lynnwood, WA).

Assist the Managing Director with maintaining facilities at Unexpected Productions and its school.