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About Me

Refined relationship-building skills. Experienced at juggling multiple & varied tasks while harmoniously working collaboratively with cross-functional teams and clients.

Experience

Web Support Manager - Remote

SureFire Local
July 2016 to October 2018
  • SaaS Digital Marketing - Supported and maintained 200+ WP small business websites. Hybrid position which involved account management, customer success, support, and consulting.
  • Managed Customer Success Activities:
    -Project Management
    -Client Onboarding
    -Training
    -Customer Support
  • Strong empathy for customers AND passion for revenue and growth.
  • Developed success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Worked as a liaison between cross-functional teams to reach internal goals.
  • Kept clients informed of the process and procedural changes.
  • Established a trusted advisor relationship that works to ensure customer’s overall satisfaction with our digital products.

AppleCare College Advisor - Remote

Apple, Inc.
February 2015 to June 2016
  • Supported all Apple consumer products; provided troubleshooting, technical support and world-class customer experience using technical expertise, creativity, and passion to meet customer needs.
  • Troubleshoot OSX, iOS, watchOS, tvOS
  • Answer calls and greet customer or partner sales representative.
  • Thoroughly document all customer interaction taking on full ownership of each case until completion.

Solutions Engineer Tier II - Remote

Support.com
April 2010 to December 2013
  • 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 issues escalated from Tier I level support.
  • Troubleshooting escalated 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

  • MS Windows OS, MAC OS, Linux/Unix OS
  • iOS, Android, Windows Smartphone devices
  • Website & Content Maintenance, PHP, HTML, CSS, WYSIWYG, ASP, MySQL
  • Working knowledge of web hosting: TCP/IP, IP routing, DNS, FTP, HTTP/S, Email, Firewalls, SSL
  • Content Editors: Wordpress, Shopify, Weebly, Wix, Magento
  • Troubleshoot, diagnose, identify issues.
  • Install & Support Software & Apps.
  • Microsoft Office Suite, SalesForce, Zendesk, Asana, Slack, Quick Learn
  • Email Marketing, Social Media Marketing & Management.
  • Customer relationship management, account management, project management, client implementation.
  • Actively working on coding skills in freecodecamp.org
  • Strong leadership skills, entrepreneurial spirit & attitude, self-managed, self-motivated, empathetic and patient.
  • Positive demeanor with superior presentation and communication skills.
  • Dedicated and fervent problem-solver, tactful, adaptable and strong at assessing client needs.
  • Highly responsive with the ability to deal with change and excel in high-stress situations.

Education

Bachelor of Science, Technological Entrepreneurship and Management

Arizona State University
March 2014 to May 2017

Excelled in relative coursework: Start-up Workshop, Enterprise Operations, Entrepreneurial Finance, Design Methodology, Principles in Tech Communications, Creativity in Business Innovation, Technology Venture, Technology Entrepreneurship, Enterprise Strategy & Innovation