As a Technical Support Escalation Specialist, my job involves handling more complex Tier II technical issues that need extra attention. I manage and track ongoing technical problems, update our help documentation, and coordinate with outside services when we need extra support.I also lead the process of adding new features to our existing systems and making sure they run smoothly by fixing any bugs and keeping them up-to-date. My responsibilities include managing backend systems, helping users with platforms like Google Workspace, Canvas LMS, and Zoom Admin, and taking care of hardware shipping and asset management. I also work on improving our public Help Center and internal guides to make them clearer and more user-friendly.- Google Workspace- Canvas LMS- Zoom Admin- Slack- Python- GCP- GAM- Postman

Furthered my knowledge to become a full-stack software developer! The Tech Academy is an immersive boot camp with over 600 hours of study content and activities. Languages learned: Python, JavaScript, HTML, CSS, SQL. Includes a Live Project that focuses on Python, resulting in real-world development experience. This Bootcamp covered front-end and back-end web and software development.Programming experiences: Python – Developed, using PyCharm, and IDLE, applications with Python 2 & 3 along with Django, Tkinter. Applications included a phonebook GUI with ADD, EDIT and DELETE, and a live project with software designed to help hobbyists keep track of their collections of items, as well as interact with APIs and use DataScraping to get up to date information on things related to those collections and hobbies. The live project was built using Python, Django, SQLite, and HTML/CSS.MS SQL - Developed relational database for zoo management system cataloging Animalia, class, care, nutrition, habitat, specialist, and species inventory.

● 100% remote work helping answer customer emails through ZenDesk● Monitor the FB group page by accepting/declining pending posts thatfollowed the group guidelines, as well as monitored the comments. Answered the declined posts via private message to the original poster and helped with customer support.● Manage the FB business page and Instagram page by creating and posting content.● Monitor the comments from the social media posts and helped answer messages● Set up the Shopify store to social media accounts● Update subscriptions on Shopify● Create graphic for monthly rituals● Search for influencers to connect and collaborate with a review of theproduct● Took the FOUNDR’s Premium Instagram Course and learned how togenerate a predictable flow of highly engaged, motivated Instagram followers and customers for the business● Converse with coworkers via Slack and Zoom for meetings

- 100% remote work for two sister companies: Nectar Sleep and Dreamcloud- I helped answer customer support questions via email (ZenDesk), live chat, and phones. - Issued cancellations/refunds and arranged return appointments for customers either through charities/donations, or pickups from FedEx.- Made sales - Juggled between Nectar Sleep and Dreamcloud customers- Multi-tasked with up to four customers at a time through live chat for customers whether it was a sale, return, or questions regarding warranty/mattress materials, etc.- Helped de-escalate situations with customers with empathy and understanding.- Worked in a very fast-paced digital work environment.

* Answered Customer Support using: Help Scout, Intercom, Postmark,Chatra, Work Email* Creating short support or instructional screencast videos.Writing/editing help guides and creating help videos with Camtasia 2 anduploading in Wistia.* Customer research (included phone calls to interview existingcustomers)* Online marketing research and analysis* Writing/editing newsletters and blog posts on WordPress* Testing the web application

For BODYARMOR SuperDrink, I designed and erected booths, organized coolers for better product placement, and pushed the product. I used my customer service skills and product knowledge to attract potential buyers into trying a sample. At this point, I would explain the features and benefits of the sports drink and convince people to buy. I was consistently promoting this product in person or on social media. I helped my district, by using keywords to develop an audience, by posting status updates to keep that audience, and by taking and editing photographs to document and display successful events on Facebook.

I had to catch the customer's attention by using silly and/or inviting catch phrases to attract the customer to my drawing easel. Once interested, I would have the guest sit in my chair as I drew a quick 5-minute sketch, fully colored face, or themed body drawing. Afterwards, I would continue to use my salesmanship and up-sell mats and frames to help protect their art. I also drew demos, framed them, and hung them up to display my skills and entice new customers.