● Tested and reported defects in the software with each release, contributing to a 20% improvement in overall software reliability. ● Triaged incoming tickets to proper teams for time-sensitive and company-urgent issues resulting in decreased resolution time● Aided in the resolution of escalated tickets, resulting in a 15% enhancement in overall support efficiency. ● Increased support team efficiency by 30% through the strategic implementation of macros in Zendesk. ● Increased customer satisfaction by 20% by effectively communicating complex issues through written and visual aids for frictionless engagement● Subject Matter Expert for kobiton in troubleshooting the software for clients that bring forward bugs and limitations ● Increased testing efficiency by 80% by setting up devices for sandbox use with our legacy software ● Utilizing python and appium environment to test 85% of customers automation for their app in 100s of devices ● Achieved 80% device availability through meticulous device management and environment set up in the Data Center. ● Replicating upwards of 20 tests a week to address bugs or concerns from customers as they utilize the software with their automation test ● Increased client satisfaction by 20% through the creation of accessible and publicly available documentation for enhanced client self-service.

Pushing the growth of individuals through hands-on training in areas of their interest so that they may move up in the company or forward in working with the specific software or hardware. Looking for that task or interest that brings them joy in the office or while working from home so that have a sense of purpose in their role and bring other creative ideas to the company for better efficiency.Utilizing Docker and kubernetes to analyze our software and troubleshoot services and containers ran in the system to better analyze resolution and escalate for root cause analysis

● Contributed to a high volume queue of 20+ tickets per week for API-related issues, while also performing side duties to maintain a robust relationship, fostering trust between the company, clients, and banks. ● Remotely examine and respond to clients within 2 hours of incoming tickets creation and resolve tickets in 72 hours. ● Demonstrated consistent high productivity, achieving a daily resolution rate that led to a 50% improvement in support resolutions. ● Ensured 100% accuracy in current accounts and ledgers on a daily basis, resulting in a 15% enhancement in financial data integrity and processing efficiency. ● Troubleshooting APIs via Postman and API libraries. ● Achieved a 30% turnaround increase by effectively utilizing Fireblocks, ensuring seamless and efficient movement of assets across various platforms

• Contributed to a queue of 20+ tickets per week for API-related issues, while also performing side duties to maintain a robust relationship, fostering trust between the company, clients, and banks.• Demonstrated consistent high productivity, achieving a daily resolution rate that led to a 50% improvement in support resolutions.• Ensured 100% accuracy in current accounts and ledgers on a daily basis, resulting in a 15% enhancement in financial data integrity and processing efficiency.• Troubleshooting APIs via Postman and API libraries.• Achieved a 30% turnaround increase by effectively utilizing Fireblocks, ensuring seamless and efficient movement of assets across various platforms.

● Successfully transitioned high-level client tickets to Tier 2 support within 5 days, resulting in a 50% improvement in overall support teamperformance. ● Successfully facilitated the API transition, resulting in a 20% internal support response increase for a seamless and efficient switch as the old mediation group was becoming deprecated. ● Provided valuable insights and suggestions for improvement, resulting in a 15% compared to previous quarters for enhanced operational efficiency and service quality. ● Reviewed an average of 45 tickets monthly from clients regarding their Google AdMob account

● Increased internal communication by 100% by working with my peers in other teams during the development of JIRAs, summaries, and testing steps to further enhance the Software● Taking note and documenting reoccurring issues from clients to expedite product development and quality● Reduced the touches on tickets needed to resolve the ticket by 40% by leading triage calls to review all open tickets, and closing gaps in information. ● Increased customer relationships and knowledge of hardware 50% by visiting customers on-site across Georgia, Tennessee, and South Carolina to assist in onsite setups ● Increased the effective of the product 30% by testing and generating JIRAs to clearly outline defects in the the product

● Closed an average of 75 cases per quarter through black and white box testing, achieving a 100% target goal reached for overall resolution time. ● Produced in-house technical documents increasing internal knowledge by 70% to increase efficiency in resolving client issues within ● Maintained 100% efficiency in issuing add-ons, licenses/extensions, in absence of sales team members by cross-training. ● Reduced training of new hires 10% by aiding in the new hire onboarding process, providing hands-on involved information and documentation created internally for ramp up.

● Improved efficiency in map auditing and publishing, by creating a manual resulting in spending 80% less time training support in house purchasing workflow. ● Reduced overall line count by 10% decrease in line count ensuring faster, smoother, and more fluid code execution. ● Improved divisional performance by providing timely and relevant data, resulting in a 40% interdepartmental communication for enhanced job effectiveness. ● Maintained detailed documentation of identified properties, resulting in a 20% increase in testing for more effective code quality assurance.

While I participated in the program I spoke to, onboarded, and ramped up potential candidates for being a part of the Year Up journey that was before them. This role required reviewing why applicants were considered for the program and inviting them to rounds of interviews to get to know them and their backgrounds. Semi-annually the team of ambassadors for the program cold-called applicants, set appointments, and ensured the next class of students was well prepared for the program.

Attending to customers and making sure their needs are met as they go about the store with questions and concerns, ultimately making their visit the best it can be.I consulted with both team members and customers to better the experience that we had to offer. Meeting at least 80% of the quotas we had monthly and increasing the experience of the customer by hosting midnight releases of games, game tournaments, and receiving positive feedback from 100% of all our customers.