Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
JFrogTechnical Support Specialist
Mar. 2026
NetflixRemote support Specialist
Jul. 2017 - Nov. 2024
NetflixRemote Operations Support Specialist
Jul. 2017 - Oct. 2024Support requests via tickets, email, chat, video hangouts, phone calls, and automated alerts. This position involved a multitude of operational and some project based tasks such as supporting cloud applications, remote troubleshooting, account and system administration, provisioning/deprovisioning accounts, training on applications and security practices, automating solutions for the team, and documentation. Daily duties can consist of prioritizing, routing, recommending, and resolving all incoming internal technology support incidents and requests. Partner with cross-functional technology and operational teams (security, networking, HR, etc) to ensure requests are being resolved resulting in a great user experience. Forward thinking and coming up with solutions to always be striving to make things better for the business. Familiar with basic IT principles including incident and issue management
Fundamental knowledge in networking protocols and troubleshooting
Experience working with software support tools such as Zendesk, JIRA, Tableau and Confluence or similar products
Familiarity with distributed computing environment concepts; local and network-based user and group accounts and permissions
Experience in analyzing support data to identify trends and priority Knowledge of best practices around data security
Experience supporting Cloud and SaaS Applications and SSO, including Google Apps for the Enterprise Experience with Google G-Suite administration a plus
In-depth knowledge of and the ability to perform remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications including Office (excel, tableau, SQL)
Mobile device support including iPhone and Android
DialpadTechnical Support Representative
Mar. 2016 - Jun. 2017San Francisco Bay AreaSupport: On average, closed 70 tickets daily, and in a quarter answered 389 phone calls, 360 chats, 3000 emails as well as remote session support using our Uberconference application for a total of 3749 resolutions to customers. Assisted with onboarding customers with understanding and providing a walkthrough our VOIP product, provisioning polycom SIP devices to accounts, and setting up their accounts in the backend. Gathered necessary information needed for troubleshooting user issues in order to escalate to Tier 2 in Salesforce Desk/ Zendesk, or for creating tickets for engineering in Jira for Windows, Mac, Android and iOS devices. Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment. Kept customers informed of progress during issue lifecycle and followed-up with calls or communications in a timely manner. Have gone on-site with a customer to determine whether issues were product or hardware related by troubleshooting their Windows 7, 8 10, and Mac OS machines with multiple headset types; bluetooth and USB connected.
Payment Power, IncProduct Support Representative
Oct. 2015 - Feb. 2016Business Analyst/ Software Development Management Worked with customers to build out PayCertify’s software features with our development team in order to increase site performance and user experience functionality.
Managed our development team in setting weekly sprints goals in JIRA, as well as logged bugs found in the system, tested features on PayCertify’s solution that were in deployment, and troubleshooted bugs that were sent in by customers via phone, chat, email or video conference.
Created process documentation in order to increase internal workflow productivity in accounting, sales, and support departments, as well as developed an onboarding process for our customers.
Consulted with customers on holes in their business, and best practices in order to increase their potential revenue, maintain their client base, as well as decrease the amount of revenue being lost by customers charging back products. Technical Writer/Trainer/Customer Support Created software user guides as well as powerpoint presentations for customers, in addition to internal user guides for our support, administrative, and sales departments as a way to scale our training internally and externally.
Trained partners and customers on the entire functionality and integration of our solution. Provided internal training for new hires on the specific Card Not Present/ Ecommerce market, as well as training on the solution itself and how to use or sell it.
Supported partners by providing any necessary documents needed from our clients for integration purposes.
RetailNextSupply Chain Coordinator
Mar. 2015 - Sep. 2015RetailNextInventory Procured a range of inventory from a 500 product SKUs list in Netsuite through a Purchase Order driven process for Purchase Orders ranging from $200 to $1,000,000 for customer rollouts/ installations. Worked weekly with Finance/ PM teams to correctly forecast for inventory demand planning totaling 6000 inventory items and 60 customers or more at a time. Fulfilled weekly more than 100 orders, 1 order possibly having as much as 50 inventory SKU items being fulfilled, as well as inventory reconciliation between multiple warehouses in order to stay on a consistent billing cycle. Assisted with managing/inventorying corporate equipment equalling up to 3000 pieces of hardware, restocking depleted inventory from Purchase Agreements or other warehouses. RMA Coordination Worked with support to accurately assess RMA requests from customers to determine warranty as well as acquire new Purchase Order with the Sales Dept. for hardware no longer under warranty. Worked with staging department to stage new hardware as well as organize/log all equipment returned in order to test for defectiveness. Completed an RMA testing project of 90 devices, all of which 80 were reusable, adding $68,000 worth of hardware back into refurbished inventory. Provisioning/Logistics for International and Domestic Shipments
Worked with PM and Staging Team to provision hardware for domestic and international warehouses, set expectations on head count needed for hardware staging and shipping as well as priority levels. Gathered necessary information needed for international shipments such as, HTS codes, ECCN codes, Commercial invoices, Certificates of Conformity, VAT fee calculations, Manufacturer's Hardware Data Sheets as well as type of filing if HTS code exceeded $2000. Assisted customers in order to clear shipments through customs by requesting necessary information such as shipping brokerage rights, Tax Identification Numbers (TINs), and correct receiver's information.
RetailNextQA Team Lead for the Deployment Team
Jun. 2014 - Mar. 2015downtown san jose caQuality Assurance
Utilized RetailNext’s data infrastructure through VPN by accessing regional and server networks in order for testing and for data pulling. Tested up to 60 IP QA video audits pulled per week from a FTP network and adjusted cameras through back end configuration settings in order to get 95% accuracy levels. Lead Management
Trained 10 people using RetailNext’s GUI as well correctly testing and adjusting the IP cameras in order to achieve a 95% passing accuracy standard. Oversaw/Lead a team of up to 10 people in order to meet testing/configuration goals of a total of 1500 QA audits per month for up to 25 customers at a time. Managed largest and highest grossing accounts during the busy season, which accounted for approximately 800 of the 1500 QA audits per month that were completed. Created representational data metrics for upper management in order to show progression and efficiency of all goals met by the team as well as historical trends.
GoogleMobile Support Technician
Jun. 2013 - Feb. 2014User Support As an Administrator of Google’s iPass connectivity software, supported over 2000 Google employees each week by resolving tickets and providing superior customer service, including sending links to relevant help documents and other information Utilized GUTS (Google's main internal ticketing system) to assign or answer 20 tickets or more a day in order to assist client needs ranging from hardware requests, to corporate account information, network connectivity within buildings and mobile device policies. Manually Pre-tested Moto X before its release in order to check functionality of apps, Google Play Experience, and overall functionality of device in order to report on any bugs. Data Analytics Utilizing Google Sheets, analyzed over 60,0000 pieces of data each month in order to provide critical information about Google’s mobile fleet management including device types, operating system versions, device policies, etc. Assisted in troubleshooting programming issues with corporate devices syncing to the internal network. Created representational tables and graphs to analyze future projections based off of historical trends. Supported a deprecation project of an outdated mobile operating system by analyzing past device sync data and creating a GANTT chart which contributed to tracking key deliverables and deadlines. Project Management Utilized Google Sites page in order to create and manage an intranet site for the Mobile Operations Team to accurately represent supported links, project updates, documentation, on call schedules, team contact information, and any other prevalent information needed. Provided high level security escort services for multiple Mobile Carrier Vendors around the Google campus in order to allow them access to the IDF Server rooms for installation of DAS hardware. Inventoried DAS hardware and entered it into internal database in order to track installed/uninstalled or malfunctioning hardware across the Google campus.
Family & Children's ServicesAdministrative Assistant
Jul. 2012 - Mar. 2013-Created monthly, up to 10 marketing flyers and managed a workshop/event calendar, which was sent to over 300 youth in order to create and increase interest/ attendance of said workshops. Workshop attendance was vital to youth awareness of services available to them as well as representing the need for the organization as a whole. -Provided direct administrative back end support for an office of about 30 people by the means of doing basic Microsoft application and network connection troubleshooting, as well as office supply orders and the organization of over 1000 old physical client files. -Assisted monthly in organizing receipts to both youth and employees for in order to be prepared for auditing by the county. -Worked directly under the Program Director in order to help organize and plan budgets and venues for events or workshops. Also assisted in program management in creating innovative workshops for youth to attend in order for them to gain the necessary information needed for them to emancipate from the system at 18 and be legal adults. -Provided supervision and management for up to 60 youth and also transportation for youth to workshops or events.
Intch is a Professional Networking App for the Future of WorkSee more people like Lynnea on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
884596 people
22
Data Entry
15
Virtual Assistant
15
Freelancer
308318 people
22
Data Entry
15
Freelancer
17
Assistant manager