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About Me

Digital Project Manager | Client Success Manager | Customer Support Specialist

Experience

Web Support Manager

Surefire Local Marketing Cloud
July 2016 to October 2018
  • Managed and maintained 200+ client websites.
  • Developed and drove project timelines, deliverables lists, and managed the expectations of the entire cross-functional project team.
  • Onboard new clients and managed client expectations by communicating clear plans of action and deadlines for web projects.
  • Received, prioritized, documented and actively resolved end-user support requests; managed phone and email queue.
  • Implement website content/template edits and facilitate customer training on Wordpress platform; support and troubleshoot various product offerings.
  • Co­operate with team and facilitate communication to bring projects and shared team work to completion.

Senior AppleCare At-Home College Advisor

Apple, Inc.
February 2015 to June 2016
  • Supported many popular Apple products; provided troubleshooting, technical support and world-class customer experience using technical expertise, creativity, and passion to meet the customer needs.
  • Software technical support for Apple products.
  • Troubleshoot OSX, iOS, watchOS, tvOS
  • Answered calls and greeted customer or partner sales representative.
  • Created and reviewed ticket in customer service tracking application.

Senior Solutions Engineer

Support.com
April 2010 to December 2014
  • Delivered high level of remote, break-fix technical support and customer service through a virtual call center setting to customers in North America, Canada and the United Kingdom.
  • Hardware / Software technical support
  • Troubleshooting OS X and Windows Platforms to the registry level
  • Home networks (wire and wireless) using multiple network technologies such as switches, routers, printer, etc
  • Networking technologies TCP/IP, DNS, Firewalls
  • Internet connectivity using cable, DSL, satellite, dial-up
  • Consumer/business peripherals – printers, scanners, fax, -MP3 players, digital cameras, cellphones, PDAs

Special Asst. to Chief of Staff

City of Los Angeles - Office of Councilmember Bernard C. Parks
September 2007 to January 2010
  • Provided superior support to Chief of Staff for the Office of Councilmember Bernard C. Parks, District 8.
  • Assigned to coordinate special projects, media relations and public relations coordination.
  • Managed and updated LA District 8 website.

Skills

  • Manage projects from inception to completion including cost, budget tracking, scope, schedule, resourcing and delivery.
  • Excellent critical thinking, problem solving, and interpersonal skills
  • Ability to accurately review and complete detail oriented information and projects.
  • Proficient at taking responsibility and functioning under minimal supervision.
  • Team Player who easily works well with a wide range of people.
  • Web, CMS, CRM, Email, eCommerce
  • Project Management Tools; MS Project, Jira, Omniplan, Fasttrack, Trello
  • Slack, Salesforce, Zendesk, Asana, HelpScout, Zapier
  • Microsoft Office & Mac OS productivity applications (Pages, Keynote, Numbers) proficient
  • Google Apps (Gdrive, Docs, Sheets, Slides, Calendar)
  • HTML, CSS, Wordpress, Shopify, Magento
  • Extremely tech savvy
  • Fervent Troubleshooter, Tactful, Adaptable and Strong at Assessing Client Needs
  • Great Listener, Empathetic and Patient
  • Positive Attitude with Superior Presentation and Communication Skills

Education

Bachelor of Science, Technological Entrepreneurship and Management

Arizona State University
March 2014 to May 2017

Relative Coursework: Start-up Workshop, Enterprise Operations, Design Methodology, Principles in Tech Communications, Creativity in Business Innovation, Technology Venture, Technology Entrepreneurship, Enterprise Strategy & Innovation

Cumulative *3.67 GPA; Graduated Spring 2017