Emma Dibble Email & Phone Number

Mclean, VA, US

Mountain View, CA, US

• Work with subject matter experts (SMEs), vendors, and program managers to deliver high-qualitylearning experiences that translates identified business and learning needs into variousconsumable learning solutions.
• Maintain measurable and scalable deployment methodology for our educational strategy.
• Evaluate the effectiveness of programs, and iterate based on feedback.
• Familiarization with the digital design and development process, including storyboarding, scriptwriting, and quality assurance.
• Independently prioritize and accomplish multiple projects and tasks within established time frames.
• Demonstrated ability to communicate complex concepts concisely and clearly.

Mountain View, CA, US

• Provided remote Techstop global support on both live chat/phones and asynchronous tickets, withcoverage for all OSs in the Google ecosystem including ChromeOS, gMac, gWindows, gLinux,Android, and iOS.
• Led the overall live support team as the Techstop Operations Coordinator by managingsupport queue health, known issue lifecycle management (creation/updates/closure), and unexpected disruptions to live staffing.
• Completed over 2500+ interactions at a 99% CSAT with highlights in empathy, kindness, rootcause analysis, proactive actions, and problem ownership.
• Reported 95+ bugs impacting Googlers and resolved 40+ bugs reported by others.Citizenship
• Provided guidance to fellow technicians, both senior and junior, over direct ping, public chat rooms,and GVC meetings.
• Trained new hires and junior staffers for TOE Core Duty onboarding and Apprentice ProgramFacilitated Core Duty, engaging the next generation of user support professionals.

Mountain View, CA, US

Waltham, MA, US

Created, reviewed, and monitored the implementation and effectiveness of test plans to meet Product Sprint goals in Azure DevOps. Created data for and tested issues/bugs on various test environments before features go live to Production. Ensured traceability of test cases to requirements and working with the Product teams to ensure all requirements are.

Lakeland, Florida, US

Worked with both employees and external customers to troubleshoot technical issues including but not limited to: using the Summit Holdings website, working with Microsoft Office programs, working with specialty in-house programs, assisting with Windows OS troubleshooting, and advising on other technical problems. I worked together with the Tier 2 support.

Lakeland, FL, US

Assisted faculty, staff, and students in digital media work in the Cyber Gaming Media Lab. This includes: Video and Photo Shoots, Video and Photo Editing, Audio Recording and Editing, VR Device Setup, Game Development Software, 3D Modeling Software, and Organization and Care of Devices and Materials.