Experience

Rave Mobile Safety

• United States
• Software Development
• 100 - 200 Employee

• Senior Support Engineer

  • Dec 2022 - Present

  In addition to my responsibilities as a Support engineer at rave: Providing advanced technical support to customers via phone, email, or chat Troubleshooting and resolving complex technical issues related to the company's products or services Identifying and reporting software defects and working with development teams to resolve them Providing training and guidance to less experienced technical support team members Collaborating with cross-functional teams to improve… Show more In addition to my responsibilities as a Support engineer at rave: Providing advanced technical support to customers via phone, email, or chat Troubleshooting and resolving complex technical issues related to the company's products or services Identifying and reporting software defects and working with development teams to resolve them Providing training and guidance to less experienced technical support team members Collaborating with cross-functional teams to improve processes and procedures

• Support Engineer

  • May 2018 - Present

  Responding to customer email, phone, or web requests for assistance in a timely manner Accurately logging all customer interactions Troubleshooting a broad range of technical issues on the hardware, application, and OS levels Developing a full understanding of all Rave products. Creating and reviewing knowledge base documentation and FAQs based on issue solutions Participation in on-call rotation Deploy Rave911 server to PSAP’s and configure within their network to communicate… Show more Responding to customer email, phone, or web requests for assistance in a timely manner Accurately logging all customer interactions Troubleshooting a broad range of technical issues on the hardware, application, and OS levels Developing a full understanding of all Rave products. Creating and reviewing knowledge base documentation and FAQs based on issue solutions Participation in on-call rotation Deploy Rave911 server to PSAP’s and configure within their network to communicate with workstations. Configure ANI-ALI spill so that the server is receiving 911 call data. Install and configure Smart911 software on workstations Create Rave Alert sites and configure to meet the needs of clients and to match features purchased. Bulk load large data on students, faculty, staff, employees, etc. in order to accurately send alerts.



AG Mednet Inc.

• Support Engineer

  • Dec 2017 - Apr 2018

  Greater Boston Area Provide support on an as-needed basis to existing subscribers reaching the support line. Provides Clinical Trial Set-up support. Respond promptly to customer problems and questions that come in through email, and telephone. Assist with the build of Linux-based servers for deployment at client sites. Works with client IT team to deploy and test servers after installation. Help customers to install, configure and use the AG Mednet network and peripheral systems. Diagnose… Show more Provide support on an as-needed basis to existing subscribers reaching the support line. Provides Clinical Trial Set-up support. Respond promptly to customer problems and questions that come in through email, and telephone. Assist with the build of Linux-based servers for deployment at client sites. Works with client IT team to deploy and test servers after installation. Help customers to install, configure and use the AG Mednet network and peripheral systems. Diagnose, troubleshoot, and resolve portal, transport, and network issues with customers. Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues. Enter customer-related information including case history in the contact tracking database. Proactively work with Software Engineers to provide the Support team with current information on product problems and resolutions. Accurately identify, replicate, and document software defects and customer-requested product enhancements in the appropriate tracking system. On-call rotation assignment. Show less



Best Buy

• Retail
• 700 & Above Employee

• Customer Service specialist

  • Feb 2016 - Feb 2018

  Provide front facing customer service Rectify issues efficiently POS/Cash Handling



LogMeIn

• United States
• Software Development
• 700 & Above Employee

• Technical Support Representative

  • Dec 2016 - Dec 2017

  Greater Boston Area Support LogMeIn Software(Rescue and Boldchat) Provide excellent over the phone customer service Troubleshoot software issues, network issues, windows issues Utilize HTML, CSS, and JavaScript practices with software integration



Geek Squad

• IT Services and IT Consulting
• 700 & Above Employee

• Consultation Agent

  • Aug 2015 - Feb 2016

  United States Front facing customer service Troubleshoot and rectify technical issues Provide accurate and insightful advice



Brightview Senior Living

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Concierge

  • 2013 - Aug 2015

  Customer service. Problem solver. Access control.



Suffolk University

• United States
• Higher Education
• 700 & Above Employee

• Technical Assistant

  • Oct 2014 - Jan 2015

  Greater Boston Area PC installations and troubleshooting Software installation Customer service



Dunkin'

• United States
• Food and Beverage Services
• 100 - 200 Employee

• Crew Member

  • Aug 2012 - Nov 2013

  Peabody, MA Customer service Cash handling and accountability



Suffolk University-ACFE Student Chapter

• President/Founder

  • Oct 2012 - Jan 2013

  Greater Boston Area Created and filed School Charter for the first Student Chapter of the Association of Certified Fraud Examiners. Currently in the process of building and coordinating with the newly appointed Chapter board. This is the first Massachusetts student Chapter as well as the first at Suffolk University. The Chapter is in it's early stages and continues to expand. Includes Business, Accounting, Criminal justice,Law and other students/disciplines interested in joining and exploring the ACFE.



Target

• United States
• Retail
• 700 & Above Employee

• Operations Team Member

  • Jul 2010 - Jul 2012

  Greater Boston Area Processing inventory Replenishment POS/Cash Handling Customer Service



Suffolk University

• United States
• Higher Education
• 700 & Above Employee

• Treasurer, SU Paranomal Investigation Club

  • 2010 - 2011

  Greater Boston Area Student Organization Officer-Treasurer Responsible for budgeting and finance. Document and authorize expenses. Assist in planning and club organization.



Metro Credit Union

• United States
• Financial Services
• 100 - 200 Employee

• Banking Associate

  • Jan 2009 - Apr 2010

  Student Branch Customer Service Cash Handling Account Management Performed duties at the branch located at the high school.