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Work Background
Technical Escalation Engineer
Revenue.ioTechnical Escalation Engineer
Jul. 2021Denver, Colorado, United StatesI write bash scripts, reproduce bugs, build reports, and generally try to make life easier for the teams around me. * Escalation path for Intelligent Dialer, Conversation AI, Moments app, integrations, etc * bash scripting for updating settings not managed through UI * writing custom reports for customers or their success managers in sql * Infrastructure volunteer learning aws, terraform, circleci, newrelic, etc
Senior Product Support Engineer
LogMeInSenior Product Support Engineer
Feb. 2017 - Jul. 2021Remote, Denver, COEscalation point for GoToMyPC and LastPass In both roles, I am one of the best connected team members. If I don't know the answer, I know who does. For LastPass, I review, reproduce, and prioritize escalated bug reports. By helping support team members resolve issues, I've helped reduce escalations rates to our development teams by almost half. I facilitate transparency with customer facing teams so they can set expectations with customers. I use my scrummaster training both to help product managers prioritize fixes as well as to help other teams understand how our development teams work. For GoToMyPC, I take on customers most challenging technical problems after Tier 1 and Tier 2 have exhausted all other options, usually coaching Tier 2 through solving the issue to develop their skills. I trained initial L1 batch of our offshore partner team. I reproduce and isolate bugs, then write up bug reports and help the engineering team prioritize bugs. I test software updates before they go live, and act as a customer advocate. I write detailed client instructions and contribute toward the internal Knowledge Base and Customer Care wiki page.
Sr Technical Support Specialist
CitrixSr Technical Support Specialist
Apr. 2016 - Jan. 2017Santa Barbara, California AreaEscalation point for GoToMyPC. I take on customers most challenging technical problems after Tier 1 and Tier 2 have exhausted all other options, usually coaching Tier 2 through solving the issue to develop their skills. I reproduce and isolate bugs, then write up bug reports and help the engineering team prioritize bugs. I test software updates before they go live, and act as a customer advocate. I write detailed client instructions and contribute toward the internal Knowledge Base and Customer Care wiki page.
Customer Care Engineer
CitrixCustomer Care Engineer
May. 2015 - Apr. 2016Goleta, CAResolve escalated tickets for GoToMyPC, escalating to tier 3 as needed. Train and then continue coaching tier 1 through resolving customer issues, in person and in chat rooms. Act as backup for tier 3 when they're away/training/on vacation/etc. Attend meetings with engineering to develop deeper understanding of product, bugs, and relationship between customer care and eng team.
Global Customer Support Coordinator
CitrixGlobal Customer Support Coordinator
Apr. 2010 - Apr. 2015Goleta, CA1st contact technical support.
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