Working on the Innovations team to better the support experience for both customers and agents.Duties include:• Being a subject matter expert on the Recharge API and development practices for working with it• Creation of tools for internal use to help make agents more effective in their work and to address pain points in the support experience• Work cross functionally with Product and Engineering to gain a broader understanding of Recharge and to provide customer feedback on the platform• Initiate and handle projects to help the Technical Support org scale to meet customer needs

Supporting developers working to integrate with the Recharge API and help them successfully build subscription services.Duties include:• Troubleshoot errors and resolve technical issues with the Recharge API• Provide advice on best practices to work with the Recharge API• Architect solutions for custom workflows• Provide internal support to others working on issues and solutions involving the Recharge API• Develop custom scripts for solutions using Python and Javascript / Node.js

Front End development with React, Redux, and TypescriptBack End development with Java 11 and Spring Boot

• Connected with developers to show them the Smartsheet platform and using it to empower others by working with the Smartsheet API.• Reported the developer experience to Smartsheet Product and Engineering teams and advocating for improvements to the Smartsheet API and platform.• Maintained a Gatsby/React project for the Smartsheet Developers blog and website to share the accomplishments of Smartsheet Engineering and effective ways of working with the Smartsheet API.• Created code samples using the various SDKs (Javascript, Python, Java, C#, Ruby) and demoing methods to interact with the Smartsheet API.• Provided technical presentations on a variety of topics at meetups, user groups, and conferences.

• Provided support for users of the Smartsheet API as they implement it in their own integrations.• Tested and troubleshooted issues reported by recreating API calls and working with developers to report bugs.• Troubleshoot issues with users of the C#, Java, Python and JavaScript SDKs for the Smartsheet API and work with developers to resolve those issues.• Built automations and tools for the Support team to assist in their daily work using Javascript, Node.js, Express, APIs for various services, and other web technologies.

• Senior member of the Support team I was a go to resource for assisting fellow team members on troubleshooting processes.• Team expert on subjects like SSO/SAML and Smartsheet's integration with Google Apps.• Created documentation on these and other troubleshooting processes to be a resource for fellow members of the Support team.• Took on troubleshooting of difficult cases and helped mentor Support team members on troubleshooting to attempt when known resources have been used.

As a Technical Support Specialist I was the liaison between the customers and the company. My team supports our customers by providing solutions and suggestions that will allow them to use our application to make them successful.While also keeping an eye for support trends that may be indicative of need for an update by the Development team and to keep communication open with all teams so that everyone is aware of the customer experience with bug reporting and regular meetings with Product team.Troubleshooting and dissecting issues to find the root cause behind customer questions. Routinely communicating with customers via email and phone during troubleshooting process. Openly communicating with fellow team members in person and via chat systems like Slack to make sure everyone on the Support team is in the loop on issues.

In my time working for Apple Retail I was at two locations. One in Northern California and the other in Seattle, WA.I worked in multiple positions in the store handling everything from checking in customers to manage who the sales people are helping, training customers in how to use their products, to providing technical support at the Genius Bar.My final position was to help in the management of the repair process of products, delegating priorities on a daily (most times hourly) basis to help focus the team in the most effective strategies possible, resulting in higher productivity and happy customers..

Began as an intern and moved into the position of full engineer. Recorded sessions of all genres of music including latin, blues, and rock. Sessions also included audiobooks and voice over/narration for corporate events.