-Develop system for feedback loops in close collaboration with the Product team-Create and regularly update internal documentation of our products and process-Train the broader Support teams on our products, new features and best practices-Maintain open communication channels within the broader Support and Product teams-Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering-Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements.

-Provide exceptional day-to-day support to customers, addressing their inquiries and resolving any issues promptly and effectively.-Write informative and engaging articles, tutorials, and user guides to enhance customer understanding and promote self-service options.-Conduct comprehensive training sessions for customers, ensuring they are equipped with the necessary knowledge and skills to effectively utilize the product.-Identify and report software bugs and other technical issues to the development team, providing clear and detailed information to facilitate prompt resolution.-Collaborate with cross-functional teams to troubleshoot complex customer problems and find appropriate solutions.

- Supported Cloudvirga’s most significant client by providing email and phone support.- Performed manual bug testing of Cloudvirga’s flagship software.- Created internal process documents to help with weekend patch testing.- Wrote knowledge base articles for client needs. - Conducted twice weekly client calls to review current issues in production and UAT environments.

- Set up the office network using the Ubiquiti hardware suite.- Provided technical Mac support to all users within the organization. - Conducted maintenance on 4 Linux servers throughout the month.- Maintained 4 Websites owned by Bethel Austin, conducting weekly backups and updates to the site.- Created countless internal processes for cross-departmental use.- Worked with Zapier to create automation within the organization's processes. - Wrote bash scripts to automate server maintenance.

- Acted as a subject matter expert on Logi Analytics software through the sales and post-sales processes.- Redesigned and created the training curriculum for Logi Analytics' flagship product Logi Studio.- Conducted 25 onsite and remote training sessions in 2019, with class sizes ranging from 5-30 people. - Helped the renewal team by performing sales demos of Logi Analytics’ tool set. - Worked as a lead Logi developer creating Data dashboards for service engagements. Wrote SQL scripts and designed and developed a data analytics dashboard to embed within the client's web application.- Executed hands-on development, including data management, aggregation of relational databases, and web services.- Performed customer implementations by gathering requirements, analysis, and design.

- Led weekly, monthly and quarterly meetings with clients to review their technical issues and future updates. - Maintained relationships with 300 accounts through email and video calls. - 80% of my accounts renewed their contracts.- Provided tier-three support to my accounts. - Acted as a technical liaison for all my accounts.- Performed technical demonstrations of Logi’s tool set for clients.- Conducted onsite visits to meet with stakeholders.- Provided technical guidance to clients through the sales process to production.- Advocated for and supported Logi’s OEM customers, including software companies and strategic logos.- Led all onboarding sessions for new accounts within my scope.

• Actively Managing support tickets.• Develop Food Pantry Manager using HTML, CSS, SQL/MySQL, JavaScript, PHP, and NodeJs• Debug and develop new and existing functionality within Food Pantry Manager