Jade O'Brien Email & Phone Number

Remote

Remote

• Provided troubleshooting support and diagnosed real issues vs customer errors or knowledge gaps
• Utilized problem solving and troubleshooting skills to provide beneficial support to customers
• Identified bugs efficiently, escalating to appropriate teams via JIRA when necessary
• Collaborated cross-departmentally with Product, Engineering, Managed Services, and Knowledge teams
• Participated in bug hunts and provided product feedback via focus groups
• Used SQL queries to troubleshoot when appropriate

Dili, Timor-Leste

• Supported multiple programs by collaborating with project managers
• Managed social media accounts and acted as communication liaison between partners
• Wrote and delivered quarterly presentations and reports to donors

Timor-Leste

• Volunteer Liaison Committee: elected by peers and staff to serve as a representative working towards improving the relationship between staff and Volunteers, implementing new rules and regulations, improving.
• Part of the first Education group to work with the Peace Corps in Timor-Leste
• Taught English language classes, reaching 415 middle school students and 365 high school students.
• Co-taught, co-planned, and engaged in peer observation and feedback sessions with Timorese English Teachers
• Organized after-school English clubs, reaching a total of 35 students.
• Camp GLOW: Participated in a camp for youth in Timor-Leste focused on gender equality, reproductive health, and business skillsDue to the global evacuation of all Peace Corps Volunteers based on the Coronavirus.

New York, NY

• Used SQL to investigate, reproduce, diagnose and assess technical issues (widgets, API, integration issues) reported by customers, handling problem resolution and escalation.
• Managed projects independently, tracking tasks, timeline and scope.
• Maintained proper tracking of incident resolution for reference and management reporting.
• Reviewed and updated knowledge base and technical support documentation to reflect current technical information on product.
• Provided feedback on existing support processes and help to refine them.
• Offered suggestions for product improvement as a client advocate.

Stamford, CT

• Completed a three month rotation working with the Global Product Support Team
• Functioned as a product expert and liaison for the Client Services team
• Understood all product updates, changes and tests that impacted Client Services
• Managed product-oriented tasks and investigations to provide timely support to the Client Services team
• Troubleshooted to identify real issues requiring Product or Engineering attention and filter out issues that were expected behavior or user error
• Collected, analyzed and submitted product improvement ideas to the Product team

Stamford, CT

• Worked directly with clients, and supported their pay-per-click (PPC) advertising campaigns
• Consulted with prospective clients as a product expert & assisted with new account setup
• Provided clients with support to achieve maximum ROI through account optimization
• Provided sales team with technical/product support & diagnosed and solved technical problems

Smithfield, RI

• Provided assistance to a psychology professor working on her dissertation
• Prepared research material for an experimental study with a university student sample
• Randomized a sample and implemented pre and post intervention instruments
• Created marketing material for the study
• Pulled, formatted, and analyzed data

Stamford, CT

• Supported and helped my team with requests in order to provide clients with the best possible ROI
• Helped diagnose and resolve technical issues
• Worked on an intern summer project in which I collaborated with sales, client services, and small business clients in order to collect relevant and useful data. Analyzed the data and presented key insights to the.