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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
Responsibilities completed
  • 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.
Company Description

Formerly Sequoia IMS Technologies

Senior AppleCare At-Home College Advisor

Apple, Inc.
February 2015 to June 2016
Responsibilities completed
  • 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
Responsibilities completed
  • 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