· Manually reviewing content that advertisers post to determine policy compliance. Identify trends in content being reviewed to help develop automation and refine policy. Cross-team communication of developing policy necessitated by market trends. Account level determination of adherence to best practices. Rapid analysis and distillation of advertiser intent, and structuring procedure to improve categorization.· Image review for violations such as alcohol, nudity, and graphic violence. based on an ever developing policy constantly being developed based on trends we encountered,· Moved to Malicious Ads Impressions tewam after two months. Tagging ads and accounts for degrees of violation of policy, trustworthiness of business practices, and tone they lend to the Facebook brand and environment.· Review of landing pages , both on and offsite, checking contact information, account history, and feedback to determine what action should be taken to maintain user trust.· Debate of review criteria, and intent of advertisements, in the context of the target audience, the internet at large, and global cultures.· Documentation of trends in violations, and issues of categorization, both to serve public taste and as advocate for the advertiser and their medium.· Our team served also as Impressions to guide the further development of computerized analysis and AI targeting of specific ad types.

Customer Service Representative Level III, positioned with Information Technology Services – State Educator Data Systems as Texas Education Agency Login Application Support. Worked closely with Educator Certification Online Systems and Computer Access teams in an initiative to improve public experience in interactions with the state agency through the creation and expansion of a new customer service and helpdesk department, selected to fill a role of consultation on customer service center operations policy and procedure.Answering public questions regarding certification process according to Texas legal code, and assisting with TEA site navigation and application access for user self service.Public and internal support for implementation and integration of new secure login system, TEAL, and documentation and troubleshooting of related emerging software compatibility and permissions issues. Developed training materials and team resources, working in issue and solution documentation, and working to create an unprecedented knowledge base for both internal and external use. Collaborating with several different TEA divisions to create accurate resources and standardized processes for public presentation.

In this position I oversaw two developmental teams of 18 customer support agents, tracking contact metrics, and coaching individual team members to improve overall performance. Contacts were in regards to a major MMORPG release, and handled through phone, chat, and email. During this game release we integrated the implementation of a new software to help track customer satisfaction and emerging issues.

Assisted customers in working with cPanel, MySQL, and FTP. Troubleshooting for errors with Apache, Exim,, and various CMS softwares.

Troubleshooting issues with PC and console games, assisting with account management and billing, reporting developing issues, and training of other team members. Served as last line of customer facing support, and oversaw the release of four years of the complete Electronic Arts portolio of titles.

Kitting, Build, and troubleshooting of desktop PCs. Oversaw smal team collating and organizing incoming PC components, and refurbish and rebuild of specialized systems.