Providing on-site and remote support for small businesses, alleviating the need to staff full-time for their IT demands.Customers supported include Civil Engineers, Social Media Marketers, Healthy and Beauty Service providers, and Residences.Areas of support include applications (Office 365, G Suite, MindBody, Shopify, Adobe CC) office and home technology (Windows/MacOS, networking, printers, NAS, VoIP), and basic electrical.

Delivering solutions for Customers using Jaunt products and technology that fulfills their immersive needs!My day-to-day revolved around providing exceptional support to Customers across the entire Jaunt suite, including legacy products (ex: the Jaunt ONE cinematic 360º camera) and recent offerings (Publishing and Distribution platform, SDK, and volumetric capture). Often the go-to for product knowledge for internal and external stakeholders. Tools utilized:-Zendesk (Administrator) - ticketing system and knowledge base-G Suite-JIRA (Administrator)-Slack-Adobe CC (Premiere, Photoshop, Lightroom, Media Encoder)-FFMPEG-All major VR systems (Oculus Rift, Oculus Go, Gear VR, HTC Vive/Vive Pro, Windows Mixed Reality, PlayStationVR)-Mobile application support (iOS and Android)

All things CS, Community, and Quality Assurance. Bringing the WOW to the Gaming Industry! While at Blue Crystal Labs, I created the Customer Service, Community, and Quality Assurance testing divisions within the slot machine mobile application startup. Daily duties consisted of testing daily builds on test devices (platforms supported: iOS, Android, Amazon, and Windows mobile and TV products), supporting our growing Customer base, and rolling up my sleeves to keep the startup starting!Applications and tools used:-FreshDesk-JIRA-Google Apps-Final Cut Pro 10

Provided phone, chat, and email technical support for escalated issues impacting Customers of the Jobvite Applicant Tracking System platform. Worked closely with Product and Engineering teams to surface new issues and to campaign for feature development aligning with Customer needs. Assisted training of Technical Support Level 1 representatives.Managed 5 Enterprise Customer accounts in a transitory role while new AM's were sourced and trained.

Leading Customer Service operations for Zynga's flagship online social game application -- Zynga PokerPrimary duties consist of:-delivering excellent service and satisfaction to millions of Zynga players-manage Customer service agent team (50+ members)-drive development and improvements in game studio to benefit players-drive process change within agent team-share and cultivate best practices with peers servicing other Zynga applications-maintain Zynga Poker online support site content-develop training for Customer service team additions and new features-increase positive metrics (Net Promoter Score, Customer Satisfaction, First Contact Resolution)-decrease alternative metrics (handle times, escalations, and repeat contacts)Applications and tools used:-Salesforce, RightNow, Zendesk, LivePerson-Splunk, Tableau, JIRA-expert in Excel-advanced in Power Point, Visio, Word, and Outlook-macro, automations, scripting

Supported all IT operations for company, including CSR workstations, database servers, Avaya IP telephony, and assorted secondary systems/devices. Provided all facets of IT support to call center representatives, managers, shipping operations, and executive staff.Originally hired as a Customer Service Representative to assist Customers with selecting the best product for their business and/or personal needs.

Tier 2 inbound Lead for broadband internet Customers and mentor for new-hire representatives. Learned a strong foundation in supporting subscribers via phone and email for all @Home products. Support and troubleshooting of:-Network (TCP/IP, DNS, DHCP)-Hardware troubleshooting (NICs, USB Ethernet, cable modems)-Software (Windows, Mac, and @Home provided applications)Promoted to QA Tester for an internal Tools Engineering team. Primary role included writing test plans and performing all phases of the testing life cycle.