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Work Background
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
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.
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.
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.
CitrixGlobal Customer Support Coordinator
Apr. 2010 - Apr. 2015Goleta, CA1st contact technical support.
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