Modify software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment, requiring extreme care and attention to detail.Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environmentThoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelinesProvide great customer support through direct customer contact, including by phone, email, and case documentationResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.Manage an individual open case queue, while monitoring the team escalation queueRegularly receive escalated cases from management, and prioritize accordinglyDocument and report product/application defects to Development team and escalate unresolved problems to the appropriate resources in accordance with published guidelinesEstablish relationships with other partner teams that impact technical support (e.g. tool teams, third level team, QA, Development)Follow internal change control process to implement any required product modificationsParticipate in rotating quarterly “on call” support coverage for escalated issuesProvide technical support training and guidance to customers and other team members.Contribute to a knowledge/FAQ database for supported software

Application Support Analysts handle inbound calls in a fast-paced environment from external customers seeking technical support for the Q2 Solution. The Premier team works with 28 banks that pay for our support services. At the L1 level, we provide application troubleshooting and support. This requires me to utilize my strong communication and organization skills and attention to detail to assist my customers in a descriptive and timely manner. My history in public relations assists me with de-escalating customers, establishing relationships with CSRs and aligning expectations with our processes and timelines on our cases.

Owner of a multipurpose company that provides communications, photography, web design, massage and consulting services. Over the years I have also provided consulting services for: Jim Kelly,Inc. - Marketing & Communications ConsultantShanti Yoga Studio - Yoga Instructor, Photographer & Social Media Manager Serasana - Licensed Massage Therapist, Yoga Instructor & Social Media CoordinatorSherwin Alumina Company - Public Relations and Communications ConsultingBelow are examples of my past website designs

Under Alexander Katrompus, a seasoned pro in the computer science industry, I learned to structureand create efficient,loosely coupled, readable code. Professor Katrompus always stressed theimportance of command prompt usage,knowledge of IDEs,useful commenting, understanding andutilizing GitHub for managing large team projects and making sure we utilized Git to track and saveour work.● Web Development: Developed skills in mark-up and scripting languages. Studied structureand object oriented programming design. Web Application development concepts includingweb architecture, client-server relationship concepts, JavaScript and server-side andclient-side scripting. Emphasis focused on server-side development, architecture, enterprisedevelopment and advanced client-side development.● Programming: Topics included software development methodology, data types, controlstructures, functions, arrays, and the mechanics of running, testing, and debugging. Furtherin the curriculum we studied the object-oriented programming paradigm, focusing on thedefinition and use of classes along with the fundamentals of object-oriented design includingbasic analysis of algorithms, searching and sorting techniques, and an introduction tosoftware engineering.● Databases: Applications development in MySQL using database programming techniquesemphasizing database structures, modeling, and database access.

(Temporary position while we recruited a new Director. Once training and policy manual was complete I stepped down)Managing the Admissions department for TLC. - Generating, working and converting leads for monthly classes that max at 30 students through phone, email and text campaigns- Conducting campus tours, interviews and enrollments - Training staff on the enrollment and loan processes- Creating processes to assist staff in supporting the Admissions Department - Coordinating with Marketing on monthly efforts to fill 500HR program, CEUS and Intro Classes- Managing scholarship process

Assisted the Admissions Director with cold calling, interviewing, touring and processing prospective and new students for the massage school.

Assisted teaching a 500hr massage therapy for a year long program.

Team member supporting a writing campaign to increase the SEO of Blue Osa and Costa Rica. Also provided photos for articles, resort Instagram and more. Successfully published on MindBodyGreen, Yoganonymous, elephant journal, BlueOsa.com and Yoga Trade.Taught yoga classes and privates for resort guests and volunteers.

General DutiesLead Spokesperson for the companyPress ReleasesStrategic Business PlanningDeveloping and Implementing Community Donation strategies Internal/External CommunicationsWeekly Newsletter Developing Communications policies and procedures including crisis management, under supervision. Creating and monitoring Budgets Establishing relationships with the surrounding community government officialsGenerating marketing materials for internal/external purposesFacilitating yearly United Way and American Diabetes Association CampaignsEvent Planning Generating press releases and lead Spokesperson for the company Designing/updating company billboards PhotographyVideo shooting, editing and producing

Recruitment/Testing/Interviewing/Hiring for Salary and Hourly positionsGenerate and standardize all internal and external communicationsEvent Planning (e.g Health Fairs, Volunteer activities, United Way Campaigns and other various plant activities)Community donations and relations Meeting coordination Press releases as needed Generate and monitor budgetGenerate and research content for weekly electronic NewsletterCollege Recruiting Photography for the newsletter and communication material MSHA Certified DDI Interviewer Maintains job descriptions

Organizing Community Service Projects and opportunities for the Young Business Professionals of the Coastal Bend. Examples: Adopt-A-Park, Rock The Vote!, Camp Clean-ups and more. Responsibilities: Conducting monthly meetings, organizing projects, developing relationships with area businesses/organizations and keeping accurate notes of meeting content.