Technical Support Engineer - Tier 3

• Sep 2022 - Present

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform™ empowers customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is a private company headquartered in the San Francisco Bay Area. For more information visit www.gong.io. Show less

Real Estate Agent

• Mar 2018 - Nov 2022

Software Engineer

• May 2022 - Jun 2022

- Participated in product planning where I was able to provide insight into how customers use the application, peer programming sessions where I was able to work with a senior engineer to learn the codebase and build new features using TypeScript, and code reviews where the team evaluated pull requests in a collaborative environment to improve the code quality.- Analyzed and resolved back end issues using Go and GraphQL to deploy solutions to customers under strict time constraints to meet company requirements.- Updated Notion documentation based on new product requirements to provide necessary information to fellow software engineers when working with the MongoDB REST API. Show less

Lead Support Engineer

• Oct 2021 - May 2022

- Built the Tier 2 Support team by creating scalable operational processes using SCRUM principles and tools such as ZenDesk, Jira, Linear, and Loggly, to ensure the team was successful in reducing the number of tickets escalated to engineering while increasing the level of support quality for customers, successfully reducing the average bug age by 75%.- Read Go, React and TypeScript code to perform quality assurance and document functionality of the software in help articles and Notion to provide the customer success, support, and implementation teams with the information needed to successfully configure and troubleshoot issues.- Identified, verified, and ticketed issues and feature requests by reading the back end Go source code to provide the engineering and product teams with the information required to resolve bugs and make product design decisions. Show less

Implementation Specialist / Technical Support Representative

• May 2021 - Oct 2021

- Collaborated with leadership to successfully implement and onboard customers onto the software and provide solutions to reduce the average onboarding time by 50%.- Participated in 100% migration of the customer base from a legacy database to a MongoDB database, performing manual data migration tasks and validating migration statuses using tools such as Postman and various command line scripts to manipulate data.- Provided support to customers via ZenDesk tickets and Zoom meetings to troubleshoot issues, solve problems, and provide software training, effectively reducing customer churn and increasing overall company revenue. Show less

Software Engineer

• Nov 2020 - May 2021

- Built SQL queries, XML templates and Python scripts to pull information from customer submitted csv data files to populate compliant documents and automate the tax filing processes. - Assisted in migration of the company website using HTML, CSS, and JavaScript, ensuring all pages are clear of bugs, have full functionality and included appropriate data. - Played an important role in interviewing and considering potential candidates and assisted customers with technical support across a variety of products including implementation of Avior’s API into Oracle systems. Show less

Software Engineering Immersive

• Apr 2020 - Jul 2020

- Completed a full time, full-stack program, in a 100% remote setting, gaining experience with the latest front and backend programming languages, tools, and methodologies including: HTML, CSS, SASS, JavaScript, jQuery, PostgreSQL, MongoDB, Angular, Node, React, Express, PHP, Laravel, Git, Github, and Agile/Scrum. - Completed a full time, full-stack program, in a 100% remote setting, gaining experience with the latest front and backend programming languages, tools, and methodologies including: HTML, CSS, SASS, JavaScript, jQuery, PostgreSQL, MongoDB, Angular, Node, React, Express, PHP, Laravel, Git, Github, and Agile/Scrum.

Strategic Account Manager

• Aug 2019 - Apr 2020

- Collaborated with executive leadership to execute strategic territory plans and build successful partnerships with customers for sustainable growth, including gaining and analyzing market data on an on-going basis. - Developed and executed growth strategies to meet and exceed revenue targets for the region by maintaining existing customer relationships and opening new accounts. - Successfully set appointments and met with customers throughout territory by demonstrating ability to work remote and travel 75% of the time. Show less

Real Estate Agent

• Nov 2016 - Mar 2018

Sales Specialist

• Jul 2015 - Feb 2017

- Managed a portfolio of 250 accounts while successfully growing sales 25% in 1 year. - Expanded product knowledge by utilizing product literature, factory representatives, product managers, sales managers and other sales representatives to be able to discuss product options with customers. - Completed a 12 week sales training course focusing on fundamental selling techniques. - Managed a portfolio of 250 accounts while successfully growing sales 25% in 1 year. - Expanded product knowledge by utilizing product literature, factory representatives, product managers, sales managers and other sales representatives to be able to discuss product options with customers. - Completed a 12 week sales training course focusing on fundamental selling techniques.