• Managed key relationships by partnering with customers & external developers leveraging the Zendesk platform (APIs, Apps Framework & mobile SDKs) to educate and ensure success • Instructed global Customer Advocacy teams in web technologies & tools as they related to supporting Zendesk products through documentation & live presentations • Bridged the gaps between customer-facing & engineering teams to improve understanding & communication Key Achievement: • Co-authored the Zendesk Certified Developer examination

• Led global team of Tier 3 technical support engineers, coached in day-to-day work, personal improvements & long-term projects • Held daily stand-ups & weekly technical talks • Maintained a high standard of excellence in communication & technical acumen within Technical Support & Engineering • Held bi-weekly 1 on 1 reviews with team members to recognize achievements, build skills, achieve goals & turn liabilities into assetsKey Achievement: • Brought ticketing queue wait time from ~1.5 weeks to 1 day, maintaining a 95%+ CSAT

• Engage in effective communication of the most complex issues seen by Customer Support at Zendesk between primarily our Engineering and Product teams• Identify, reproduce, and fix or escalate urgent issues quickly with clear escalations to Engineering/Operations• Outline, produce & execute scalable internal content for global support advocates• Expert with the Zendesk REST API & its various wrappers: -Python, C#, PHP, Ruby, ObjC• Email expert level troubleshooting: -SMTP, IMAP/POP3, MTAs, Email server/headers configuration, Email header analysis, DKIM, SPF• Expert knowledge of debugging certain authentication types including: -SAML 2.0 -JWT -Implementing with AD• Advanced knowledge of UNIX commands & Bash scripting• High proficiency with many current web frameworks -HTML, CSS, SASS, LESS, JavaScript, JQuery, handlebars.js, underscore.js, node.js -Fluent in reading Ruby on Rails syntax -JSON/XML -Advanced OAuth 2.0, Basic Auth & Token authentication methods skillset• Networking, SSL, TCP/IP, HTTP, Websockets • Point of contact at Zendesk globally for subject matter expertise on our mobile app, API & telephony

Customer Advocate who thrives on providing support through many different channels of communication – including: email, phone, chat, forums and social media such as Twitter. Excellent troubleshooting skills & instincts; driven to help customers and dive deep into a variety of issues that might arise in our product.

Design & perform tests on a wide variety of pumping/cooling systems utilized by nuclear power plants and compliant with IAEA/NRC regulations

Developed, installed & monitored environmental controls to reduce waste, & pollution, and to minimize injury on large-scale construction sites