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New RelicTechnical Impact Manager
Feb. 2023 - Aug. 2024• Supported customer adoption and retention by aligning New Relic observability product capabilities of with nonprofit customer needs.
• Evaluated cloud computing platforms (AWS, Azure, GCP) to implement observability solutions.
• Acted as Subject Matter Expert for internal and customer-facing teams, creating detailed guides, content, and live training sessions to promote retention and success.
• Led onboarding, orientation, and office hours for the discounted nonprofit cohort, improving the customer journey and strengthening partnerships.
• Developed KPI frameworks and tracked key performance indicators (KPIs) to inform product analytics and data analysis, resulting in actionable insights on nonprofit engagement and outcomes. Defined and monitored Key Performance Indicators (KPIs) to extract product usage insights; leveraged Salesforce, SQL, Snowflake for data analysis, generating platform usage reports to inform strategy.
• Designed and facilitated a pro bono training program advancing the mission of 30 nonprofits annually, developing SOPs using Asana, coordinating volunteer staff via Slack and Zoom, and serving as a Subject Matter Expert (SME) for platform tools and processes.
• Identified and resolved barriers in the product discount process and created customer-facing documentation and SOPs, applied root cause analysis and troubleshooting methodologies to remove friction in the product discount flow. • Collaborated cross-functionally with the GTM team to optimize account management, retain customers through demos, tailored support, and policy research-informed decision-making.
New RelicTechnical Support Engineer
Jan. 2021 - Dec. 2023Portland, Oregon Metropolitan Area• Collaborated cross-functionally in a distributed-first environment to resolve complex technical challenges across a broad cloud-based SaaS product suite, utilizing troubleshooting, root cause analysis, and escalated ticket resolution techniques. Ensured SLA compliance and customer satisfaction through tools like ZenDesk, Salesforce, and Slack.
• Applied hands-on expertise with cloud computing platforms (AWS, Azure, GCP), DevOps, and PaaS/IaaS/SaaS models to streamline complex deployments and platform integrations.
• Resolved infrastructure-related issues using Kubernetes, Docker, and a deep understanding of network technologies (TCP/IP, subnets, firewall rules, SSL/TLS), across Linux, OS X, and Windows environments.
• Supported customer integrations using REST APIs, Postman, cURL, GitHub, JavaScript, TypeScript and Python.
• Supported secure authentication and user provisioning for enterprise users using SSO/SAML, Auth0, and Okta. • Developed and maintained reusable documentation content and knowledge resources in line with Knowledge-Centered Services (KCS). Served as a Subject Matter Expert (SME) for both internal and external stakeholders; led software training sessions, delivered technical demos,
• Followed workflows and debugging procedures in Salesforce, Jira, Confluence, and ZenDesk.
• Created documentation content including presentations, WordPress articles, and step-by-step HTML/XML-based guides.
New Relic, Inc.Technical Support Engineer
Jan. 2021 - Jan. 2023Portland, Oregon Metropolitan Area• Collaborated cross-functionally in a distributed-first environment to resolve complex technical challenges across a broad cloud-based SaaS product suite, utilizing troubleshooting, root cause analysis, and escalated ticket resolution techniques. Ensured SLA compliance and customer satisfaction through tools like ZenDesk, Salesforce, and Slack. • Applied hands-on expertise with cloud computing platforms (AWS, Azure, GCP), DevOps, and PaaS/IaaS/SaaS models to streamline complex deployments and platform integrations. • Resolved infrastructure-related issues using Kubernetes, Docker, and a deep understanding of network technologies (TCP/IP, subnets, firewall rules, SSL/TLS), across Linux, OS X, and Windows environments. • Supported customer integrations using REST APIs, Postman, cURL, GitHub, JavaScript, TypeScript and Python. • Supported secure authentication and user provisioning for enterprise users using SSO/SAML, Auth0, and Okta. • Developed and maintained reusable documentation content and knowledge resources in line with Knowledge-Centered Services (KCS). Served as a Subject Matter Expert (SME) for both internal and external stakeholders; led software training sessions, delivered technical demos, • Followed workflows and debugging procedures in Salesforce, Jira, Confluence, and ZenDesk. • Created documentation content including presentations, WordPress articles, and step-by-step HTML/XML-based guides.
ZibaHubWeb Application Developer
Jan. 2020 - Dec. 2022Portland, Oregon Metropolitan Area• Debugged React Native App and developed new features.
Eber HealthWeb Application Developer Intern
Jan. 2020 - Dec. 2020• Worked on React Native App for in-home healthcare.
REACH CDCEconomic Empowerment Coordinator
Jan. 2016 - Dec. 2019Portland, Oregon Area• Facilitated program that grants funds to build assets in housing, education, and business. Participants successfully graduated as first-time homebuyers, business owners, and college graduates.
•Provided regular coaching sessions and check-ins to help participants overcome barriers to goal attainment.
• Conducted outreach for program participants.
• Facilitated class sessions using Popular Education methodology.
• Developed, reviewed and adapted financial education curriculum. Led trainings of financial educators as part of the Oregon IDA initiative.
• Evaluated effectiveness of program using outcomes-based measurements.
• Developed and maintained partnerships with financial institutions and organizations to provide additional support to participants.
Adelante MujeresELD and Volunteer Coordinator
Jan. 2010 - Dec. 2015Forest Grove, Oregon• Developed an educational program for first-generation immigrants and their children. • Facilitated English Language Development sessions using PCC framework.
• Development and recruited for a volunteer program that served preschool-aged English Language Learners.
• Coordinated and developed organization's volunteer program.
Ride Connection, Inc.RideWise Outreach Specialist
Jan. 2008 - Dec. 2010Portland, Oregon • Developed and planned for program that teaches older adults how to use public transportation.
• Recruited volunteers and participants for program by giving presentation and developing outreach materials.
The Daily News Education Reporter
Jan. 2007 - Dec. 2008Longview, Washington
The Daily NewsEducation Reporter
Jan. 2007 - Jan. 2008Longview, Washington
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