Experience

Leadpages

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Engineer Tier 2

  • Sep 2021 - Present

  Minneapolis, Minnesota, United States Verifies escalated bug reports for accuracy. Maintains internal troubleshooting documentation. Compiles a list of the top tickets reported in a given week and supplies it to the Product and Development teams. Mentors junior members of the Support team to improve efficiencies and customer satisfaction. Edits and Produces The Lead Generation Podcast for the Marketing team weekly.

• Support Applications Specialist

  • Apr 2017 - Sep 2021

  Greater Minneapolis-St. Paul Area Triaged potential in-app bugs or pain points found by support agents and end-users. Provided solutions to these as applicable. Partnered with the Product and Development teams to resolve escalated bugs and user-experience issues. Developed and maintained internal resources utilizing HTML, CSS, and Javascript to assist the troubleshooting efforts of the Support team. Streamlined Support investigations by creating URL debugger and Domain Status tools.

• Technical Support Specialist

  • Jun 2015 - Apr 2017

  Greater Minneapolis-St. Paul Area Utilized three different forms of communication to engage with customers, including email ticketing, live chat, and phone calls. Created videos to engage with and educate customers by examples. This helped resolve technical issues in a constantly evolving SaaS product and rapidly growing company. Independently provided support for Rapidology WordPress plugin via public support forum throughout product life-cycle.



NowDocs

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Analyst

  • Apr 2014 - Jun 2015

  North Mankato, Minnesota, United States Investigated issues regarding InDesign and XML functionality within projects. Helped facilitate monthly after-hours site deployments. Completed manual QA testing during deployment to ensure the stability of the release.



Navitor Inc

• United States
• Printing Services
• 100 - 200 Employee

• Communications Specialist

  • Nov 2012 - Apr 2014

  North Mankato, Minnesota, United States Was the Administrator of an Avaya telephony system for 30+ corporate partners. Managed incoming support requests via phone and email tickets. Recorded voice-over for the phone tree of several companies on an ongoing basis. Coordinated deployments of service to new sites. Assisted with installation of switches, servers, Private Branch Exchange, and Power over Ethernet phones. Educated end-users on the use of phones and accompanying software.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Coord II

  • Dec 2008 - Nov 2012

  Mankato, MN TCP/IP Troubleshooting on Mac and PC for cellular data modems. Resource utilization outside of company provided documentation. Remote troubleshooting of multiple device OS (iOS, Android, Blackberry, Windows Phone). Ticket management and resolution.



Hy-Vee, Inc.

• Retail
• 700 & Above Employee

• Produce Clerk

  • Aug 2008 - Dec 2008

  Mankato, MN Stocked and rotated inventory on the sales floor. Cashiered and bagged customer purchases. Answered all customer questions to the best of my ability.