Josef G. Email & Phone Number

- Collaborated with a small team of engineering managers to develop and introduce improved incident response processes with a focus on reducing cognitive load for Support and creating a faster and more precise experience for customers- Automated the creation and provisioning of customer training accounts, utilizing Terraform to reduce the amount of manual preparation required of customer trainers- Created, maintained, and executed scripts for customers, interacting with PagerDuty’s API, to import users, update email addresses, and programmatically update objects in an account- Worked in Linux environments to test and set up monitoring tools and ticketing systems for troubleshooting purposes

San Francisco, California, United States

- Developed a Python CLI tool to allow Support agents to automatically generate a fraud score on demand for customer accounts, replacing a manual scoring process, and reducing time per fraud analysis tickets across the team- Trained and mentored incoming support specialists in troubleshooting techniques, tool usage (such as SumoLogic and SQL), and customer communication- Served as a technical expert on video calls with customers and account teams to troubleshoot technical issues in real time

San Francisco Bay Area

- Responded to, troubleshot, and resolved technical customer questions via email, chat, and phone- Worked with engineering to bridge the gap between Product and Customer, by reproducing reported bugs, testing fixes, and communicating between engineering teams and customers

Lexington, Kentucky Area

- Created and edited content for a multilingual driving and public safety ESL pilot program using Powerpoint, Word, Audacity, and Lightworks- Interviewed, trained, and supervised six university and high school interns- Wrote, distributed, and managed a monthly email newsletter using MailChimp, circulated to over 500 readers, including city officials, nonprofit organizations, and interested individuals- Digitized client intake process and data using MySeniorCenter software

Dalseo-Gu, Daegu, Korea

- Developed and implemented lesson plans for 3rd through 6th grades, based on English standards in the Korean national curriculum- Collaborated with coworkers to create English benchmark assessments for students- Organized and taught weeklong ESL summer and winter camps

Greater San Diego Area

- Participated in product design meetings to plan product names, descriptions, and campaigns- Created a newsletter using MailChimp to update stakeholders about developments in the organization- Wrote and edited copy for Learning Equality’s website and crowdfunding campaign, collectively raising over $500,000 in donations- Responded to emails from users and communicated software issues to the programming team

- Recorded and analyzed newspaper tracking data using physical spreadsheets and Excel- Researched, developed, and implemented a system for optimizing newspaper stand placement around campus and reducing waste- Collaborated with engineers to design new newspaper stand prototypes based on user feedback and field research

Bachelor Of Science (B.S.), Cognitive Science W/ Specialization In Human-Computer Interaction

Education record