▪ Orchestrate collaborative efforts across technical teams, customer support, customer success,and internal stakeholders to effectively mitigate incidents and ensure transparentcommunication during critical incidents.▪ Manage incident communication channels, including email updates to the whole company,status page updates, AppCue messaging within the product, and support team updates.▪ Collaborate closely with the Support Operations Manager to design and refine an IncidentManagement playbook, consistently enhancing incident response procedures.▪ Successfully implement updates to the status page and utilize AppCues to streamlineinformation dissemination and case deflection during active incidents.▪ Conduct in-depth post-incident reviews and root cause analyses, helping to uncoverfundamental issues and driving proactive enhancements across infrastructure and codebase.▪ Help minimize future incidents by identifying and addressing underlying challenges.▪ Compile comprehensive incident metrics, trends, and improvement insights to provide reportsto my manager, contributing to presentations for the Senior Leadership Team.

▪ Facilitated weekly JIRA standup meetings to enhance the quality of JIRA issue creation,address any information gaps, uncover potential workarounds, and identify issues necessitatingheightened prioritization within R&D▪ In my role as Support Technician II, I continued to fulfill all responsibilities from my previousposition as Support Technician while also undertaking new and expanded duties.

▪ Engaged in consistent communication with external stakeholders, adeptly diagnosing andresolving complex technical software issues to ensure seamless user experiences.▪ Delivered prompt and effective technical assistance to customers across a diverse portfolio ofover 30 software products, fostering customer satisfaction and loyalty.▪ Collaborated seamlessly with cross-functional team members and internal stakeholders tothoroughly dissect and address customer inquiries, ensuring accurate and timely resolutions.▪ Demonstrated leadership by mentoring new team members and spearheading comprehensivetraining sessions covering product functionalities, workflows, and essential soft skills.

Part Time

▪ Prioritized delivering an outstanding customer experience by actively listening to customer concerns, effectively troubleshooting issues, and providing efficient resolutions that exceedtheir expectations.▪ Engaged with customers and prospects across diverse channels, including phone, email, andchat, adeptly addressing technical challenges and promptly responding to inquiries.▪ Communicated intricate concepts to customers, breaking down complex information intoeasily understandable terms. Empowered customers to impart knowledge to their own staffand volunteers.▪ Conducted tailored training sessions for both new and existing customers, ensuring their adeptutilization of KidCheck's software solutions to meet their unique operational needs.EXPERIENCERemote▪ Assumed a leadership role in training new support team members, crafting comprehensive support documentation, and designing training scenarios to facilitate seamless onboarding.▪ Demonstrated a commitment to continuous improvement by compiling and presenting support team statistics and customer issue trends during weekly staff meetings.▪ Research, diagnose, and troubleshoot issues to come up with viable solutions for complex technical challenges, enhancing overall user experiences.▪ Navigated across Windows, Mac, iOS, and Android environments, leveraging an array of applications and tools such as Microsoft Office Suite, GitHub, Jira, Trello, AnyDesk, JoinMe, Loom, AliveChat, Livezilla, Wiki pages, and Dymo to provide comprehensive technical support.

▪ Commercial and Residential window cleaning, power washing, and gutter cleaning.▪ Led a crew of 2-4 people to complete work orders in a quality, efficient, and safe manner.▪ Trained new team members in various skills of window cleaning, power washing, gutter cleaning, etc.▪ Utilized problem-solving skills to overcome obstacles including hard to reach windows,difficult ladder placement, equipment issues, etc.▪ Maintained a great attention to detail ensuring that no spots are missed on the windows,invoices correctly filled out, estimates done accurately, etc.

▪ Managed the inventory lifecycle, receiving orders from vendors, methodically rotating stock,and organizing products.▪ Orchestrated the complete order fulfillment process, from pulling the right products fromthe warehouse shelves to preparing shipments for outbound deliveries. Ensured productaccuracy checks before shipments.▪ Operated warehouse equipment, including forklifts, pallet jacks, and dollies, to facilitate themovement and storage of merchandise and products within the warehouse.

▪ Recruitment, training, and mentorship of a dedicated team of volunteers for diverse weekly,monthly, and bi-monthly events. Cultivated relationships with volunteer leaders, offeringconsistent guidance and direction to ensure meaningful student engagement.▪ Created a new middle school program for 5th and 6th grade students by conceptualizing andimplementing weekly services, service opportunities, and engaging monthly events.▪ Nurtured and sustained relationships with both students and parents, fostering a sense ofbelonging and active involvement. Maintained consistent communication channels to keepfamilies informed about activities and encourage ongoing engagement.▪ Drove event planning initiatives to enhance student and family participation. As middle schoolprogram director, conceptualized innovative event concepts, effectively coordinating venue bookings, group transportation arrangements, leadership organization, and comprehensive scheduling.▪ Collaborated closely with senior church leadership to articulate, communicate, and uphold the ministry's vision. Introduced fresh perspectives and innovative strategies to engage with families.

▪ Executed food prep, crafted coffee beverages to order, blended customized shakes.▪ Demonstrated a positive attitude and dynamic personality with a strong work ethic.▪ Ensured cleanliness in a fast paced customer focused environment.

▪ Created a positive and energetic atmosphere for every guest.▪ Responsible for preparing all high quality coffee beverages, and having knowledge of all product options and communicating those to customers.▪ Responsible for maintaining all corporate standards and representing the company’s standards and guidelines.

▪ Leader of Vacation Bible School program during summer months.▪ Coordinated preparation before program began, working alongside church and youth ministry staff and volunteers to ensure all event preparations were in order.▪ Guided, mentored and advised small group leaders for daily meetings and interactions with students.▪ Responsible for directing all volunteers, program schedule, communicating all daily activities and items, preparation work necessary.▪ Coordinated volunteers and assisted in preparing for what needed to be done for each day’s program.