Erick K. Email & Phone Number

Dotnet, React, Angular web development, client support, debugging, and web dev escalation handling. Aptify software platform and development solutions for membership management features and more as a service for various organizations including unions, non-profits, associations, and K-12 schools.

▪ Chat and ticket support for internal Google employees, bug reporting, new internal app testing in at least one scenario (new software) with enterprise products and services and a complex internal support team network. ▪ Contributed to internal team meetings and chat to support colleagues and new hires via chat, email. ▪ Proposed suggestions, edits for various department and company resources as per expectations- leveraging technical writing skills and detail-oriented application of SOPs and SLO, cross-department bug reporting. ▪ Took initiative on a manager's suggestion/advisement for an IT Ops project and delivered actionable results- improving team performance permanently and creating a template to discern future insights. Attempted to onboard other team members onto project, but due to the volume of information and required time, rigor, and iteration, ultimately deferred to develop the document alone with lead approval. ▪ Improved several IT Ops projects beyond expectations and requirements by cleaning data in a large data document, striving for 1) data unambiguity, 2) collective exhaustivity, and 3) mutual exclusivity in the categorization of data therein, as well as the identification and handling of edge cases. ▪ Technical documentation writing per Google standards with technical writing and documentation graphic design, writing and editing with minor improvements to readability in above mentioned long-term resolution improvement framework.

San Jose, California, United States

Tier 0, 1, and 2 support for the Qbox software for sharing QuickBooks files for Windows and Mac (via hypervisor) in the small startup managed by Coraltree, Incorporated. Operated backend admin dashboards and worked with ZOHO stack. Advised clients on configuration options and setup Qbox single-user and also multi-user via mapped network drives over remote connections in complex business network ecosystems. Troubleshooting local machine, wifi, and network firewalls, often simultaneously, and setting up user's Qbox folder configurations. Assisted business owners, in-house and standalone accountants in troubleshooting and configuring Qbox sync folders and Qbox cloud with the majority of time spent on Teamviewer while simultaneously communicating and instructing clients over Zoom. Technical documentation writing and refactoring of all support resources for the internal knowledge base.In-depth QuickBooks troubleshooting and investigation of the interface between Qbox, QuickBooks, networks and Windows. Documenting the aforementioned investigation of Quickbook's environment issues to prepare clients for Intuit QuickBooks support and incident handling.

Provided first line support for a mixed Windows and OSX environment of about 1,200 law students and faculty. Responsible for full service on-site hardware and software troubleshooting and repair. Specific experience with ExamSoft Softest, Symantec Endpoint Protection, OSTicket and Norton Ghost.