Information Systems & Integrations Engineer

• Feb 2023 - Present

Desktop Support Engineer

• Feb 2021 - Mar 2023

Improve and document existing processes & SOPs. Design and document new processes & SOPs. Identify automation opportunities and design workflows accordingly. Write a high volume of solution articles, both end-user-facing and internal. Become proficient in new software, tools, and services, build and test solutions in said tools/services, then share that knowledge with teammates to enable them to use those solutions -- and the tool/service in general -- effectively. Triage and resolve Helpdesk… Show more Improve and document existing processes & SOPs. Design and document new processes & SOPs. Identify automation opportunities and design workflows accordingly. Write a high volume of solution articles, both end-user-facing and internal. Become proficient in new software, tools, and services, build and test solutions in said tools/services, then share that knowledge with teammates to enable them to use those solutions -- and the tool/service in general -- effectively. Triage and resolve Helpdesk tickets from internal users. Manage physical inventory and inventory database. Triage repairs; liaison with repair shop for hardware repairs, perform software repairs on my own.

Information Technology Support Specialist

• Mar 2020 - Feb 2021

IT Support specialist (Helpdesk) assisting internal end users, managing and troubleshooting Apple devices and software, administrating accounts and services, creating and maintaining automation around existing and new processes, and wearing whatever other hats are needed

Solution Designer

• Feb 2017 - Feb 2020

Use and support proprietary low-code omnichannel automation & communication platform running on serverless cloud architecture (AWS). RPA (Robotics Process Automation) design/implementation. Bot building: design conversational interfaces, design and implement intelligent automation solutions for both internal and external use (e.g. Operations, HR, etc. processes) Regularly work with: JavaScript, Node.js, NLU, AI, RESTful APIs, database management, data analysis, IVR/SMS/Telephony… Show more Use and support proprietary low-code omnichannel automation & communication platform running on serverless cloud architecture (AWS). RPA (Robotics Process Automation) design/implementation. Bot building: design conversational interfaces, design and implement intelligent automation solutions for both internal and external use (e.g. Operations, HR, etc. processes) Regularly work with: JavaScript, Node.js, NLU, AI, RESTful APIs, database management, data analysis, IVR/SMS/Telephony integrations (Twilio, etc.), communication platform integrations (Slack, Facebook, etc.) Show less Use and support proprietary low-code omnichannel automation & communication platform running on serverless cloud architecture (AWS). RPA (Robotics Process Automation) design/implementation. Bot building: design conversational interfaces, design and implement intelligent automation solutions for both internal and external use (e.g. Operations, HR, etc. processes) Regularly work with: JavaScript, Node.js, NLU, AI, RESTful APIs, database management, data analysis, IVR/SMS/Telephony… Show more Use and support proprietary low-code omnichannel automation & communication platform running on serverless cloud architecture (AWS). RPA (Robotics Process Automation) design/implementation. Bot building: design conversational interfaces, design and implement intelligent automation solutions for both internal and external use (e.g. Operations, HR, etc. processes) Regularly work with: JavaScript, Node.js, NLU, AI, RESTful APIs, database management, data analysis, IVR/SMS/Telephony integrations (Twilio, etc.), communication platform integrations (Slack, Facebook, etc.) Show less

Tier I/II Support Specialist

• Aug 2016 - Feb 2017

Provided multiple tiers of customer service to Personal Capital app users and investment clients via email and phone using Zendesk ticketing system. Isolated and researched account issues and escalated bugs to the appropriate teams as needed. Fast-paced and high volume support in a startup environment. Participated in planning and delivery of support training for both new hires and existing employees. Provided multiple tiers of customer service to Personal Capital app users and investment clients via email and phone using Zendesk ticketing system. Isolated and researched account issues and escalated bugs to the appropriate teams as needed. Fast-paced and high volume support in a startup environment. Participated in planning and delivery of support training for both new hires and existing employees.

Genius

• Mar 2015 - Jul 2016

Troubleshooting and repair of Mac computers and Apple mobile devices; provided exceptional customer service while taking technical appointments in a timely and efficient manner in a busy Apple Store. Utilized extensive internal knowledge base and other knowledge resources to devise creative solutions. Thought outside the box to provide options to customers with difficult situations or blockers. Maintained Apple corporate standards of language and stayed up-to-date with company policy and… Show more Troubleshooting and repair of Mac computers and Apple mobile devices; provided exceptional customer service while taking technical appointments in a timely and efficient manner in a busy Apple Store. Utilized extensive internal knowledge base and other knowledge resources to devise creative solutions. Thought outside the box to provide options to customers with difficult situations or blockers. Maintained Apple corporate standards of language and stayed up-to-date with company policy and priorities, as well as new products. Served as a resource for newer employees and helped coordinate and improve repair process. Translated technology for customers and provided personalized and targeted education in every technical appointment.

Family Room Specialist

• Sep 2014 - Mar 2015

Providing exceptional customer service while taking appointments in a timely and efficient manner

Student Media Specialist, Center for Media Production

• Sep 2011 - May 2014

Customer service at reception, in computer lab, and via office phone Facilitated workshops on media production equipment and software Assisted with studio and location multi-cam shoots and lighting setups Software, hardware, and equipment support Maintained and updated database Customer service at reception, in computer lab, and via office phone Facilitated workshops on media production equipment and software Assisted with studio and location multi-cam shoots and lighting setups Software, hardware, and equipment support Maintained and updated database

Counselor/Lifeguard

• Jun 2011 - Aug 2012

Supervised and educated youth ages 8-18 Planned creative learning workshops and events using limited materials Collaborated closely with 40 other live-in staff members Facilitated age-appropriate discussions on difficult topics Supervised and educated youth ages 8-18 Planned creative learning workshops and events using limited materials Collaborated closely with 40 other live-in staff members Facilitated age-appropriate discussions on difficult topics