Experience

Modern Hire - a HireVue Company

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Engineer

  • Feb 2022 - Present



Modern Campus

• Canada
• Higher Education
• 200 - 300 Employee

• Technical Support Engineer I

  • Jun 2021 - Feb 2022

  Maintains high level use of Omni CMS ‒ proficient in its functionality, implementation, features, and limitations, including all Omni CMS modules.Provides customer service support via all channels in a timely and courteous manner. Channels include but not limited to phone, email, and live chat.Takes ownership & completes required tasks for customer requested DAP projects, including discovery, scoping, implementation, testing, delivery, debugging & communication.Asks appropriate questions and reviews case history to fully understand what the customer is reporting.Trains employees and customers in XSL best practices via Zoom, in-person, and OUTCManages time effectively to prioritize and provide prompt responses to customer inquiries while remaining within established support boundaries on all assignments.Strong customer-first focus with a sense of urgency for priority and time sensitive escalations.Thoroughly documents all relevant information for each case in Zendesk.Identifies and troubleshoots high-level technical issues involving XML, XSL, HTML, CSS, JavaScript, PHP, C#, ASP, .Net, ColdFusion, etc.Follows established escalation procedures and guidelines as appropriate.Applies critical thinking and sound judgment in resolving issues.Acts as a Subject Matter Expert as needed when called upon to answer complex product questions or to advise on technical issues.Performs detailed technical review and documentation of implementations, creating notes for use as reference for the team. Acts as subject matter expert during technical reviews.Uses effective writing, verbal, and presentation skills in composing written materials, responding to emails, and regular interaction to solve work related problems and concerns. Show less

• Customer Support Associate

  • Jul 2019 - Jun 2021

  - Provided customer service support via phone, email and live chat- Product testing, documentation, and validation of features and updates to our OU Campus products- Became an expert and maintain technical expertise and knowledge of products and services offered by the company, including OU Campus and all available modules ‒ proficient in functionality, features, and limitations- Managed time effectively to prioritize and provide prompt responses to customer inquiries while remaining within established support boundaries Show less



CyberTech

• Simi Valley

• Jr Java Developer

  • Feb 2019 - Jun 2019

  • Created APIs to connect to servers • Integrated SAP to physical servers • Analyzed algorithms and their implementation • Created APIs to connect to servers • Integrated SAP to physical servers • Analyzed algorithms and their implementation



Aztec Shops, Ltd.

• United States
• Retail
• 100 - 200 Employee

• Crew Lead

  • Jan 2017 - May 2019

  As a Crew Lead it is my duty to provide the best customer service to our guests as well as make sure our unit runs as efficiently as possible. As a Crew Lead it is my duty to provide the best customer service to our guests as well as make sure our unit runs as efficiently as possible.



San Diego State University

• United States
• Higher Education
• 700 & Above Employee

• Instructional Student Assistant

  • May 2018 - Dec 2018

  Preformed teaching, grading, and tutoring duties in the academic department of Computer Science under the supervision of an instructor. Preformed teaching, grading, and tutoring duties in the academic department of Computer Science under the supervision of an instructor.



CyberTech

• Simi Valley, CA

• Java Developer Intern

  • May 2018 - Aug 2018

  • Implemented proper design patterns in code • Experienced Knowledge with IDE’s and other development tools • Performed an active role in software design, development, and testing • Implemented proper design patterns in code • Experienced Knowledge with IDE’s and other development tools • Performed an active role in software design, development, and testing