• Onboarded/trained new managers.• Developed/implemented support strategies with leadership on new products/services.• Mentored managers/leaders.• Worked with directors and VPs to push for team changes as well as tackling areas of opportunity based on feedback/data.• Managed global enterprise team, providing support from external teams to assist in high-severity escalations.• Created/maintained internal support guides and SOPs.• Worked with directors and VPs to push for team changes as well as tackling areas of opportunity based on feedback/data.

• Managed global team, maintained KPIs, and provided support to core customers. • Analyzed data to help improve support site, internal systems, and customer experience.• Acted as voice of customers in regard to product bugs/enhancements, partnering up with engineering and product managers to set and manage expectations.• Partnered with marketing and offered customer support point of view regarding messaging customers via email, in product, and via social. Collected feedback and fielded discussions to continue to improve customer lifecycle.• Assisted team members with high-level escalations, pulling in necessary resources to set/manage expectations with involved parties. • Acted as advocate for team, helping to coach and provide guidance in career development path. • Worked with directors and VPs to push for team changes as well as tackling areas of opportunity based on feedback/data.• Helped scale company’s support team from startup to global team in both consumer and enterprise space.• Created/maintained internal support guides and SOPs.

• Led support team for external customers through various platforms, from email to phone support.• Replicated and tested reported issues from customers and provided next steps to internal, cross- functional partners until optimal solution was reached for customer(s).• Created, reviewed, and modified support documentation for support team members to scale and grow support processes.• Trained new members on the support team and served as an ongoing mentor and lead.• Screened and interviewed potential candidates to join team.• Presented and conducted product demonstrations for internal employees to learn and familiarize themselves with product.• Presented and conducted demonstrations of enterprise software for customers.

• Supported small and mighty growing company as it began to break barriers in cybersecurity.• Created virtual domains for testing potential problems and document solutions for software.• Supported consumer and corporate users from basic to advanced solutions for software problems and challenges.• Focused on new releases by testing and escalating potential challenges prior to launch.• Conducted quality assurance testing on builds prior to public release and provided immediate support to triage post release.• Internal IT for employees.

• Performed hardware and software troubleshooting, upgrades, and repairs.• Installed, configured, and troubleshot operating systems.• Installed and configured digital visualizers and a/v equipment.• Windows/Mac PC lab setup.• Networking configuration.• Trained instructors on equipment use.