Technical Support Engineer II Tier 3

• Apr 2022 - Present

Technical Support Engineer Tier 2

• Jun 2021 - Apr 2022

Customer Care Team Lead

• Jul 2020 - Jun 2021

- Maintain 1-on-1s and 15Five review/feedback in addition to other managerial tasks for direct reports (Technical Support Specialists)- Work closely with department head to develop and execute Customer Care strategy and action plans, as needed- Report and analyze customer contact data for trends and to make recommendations for process improvements- Act as second tier for team escalations and working closely with other departments as necessary- Document current team processes, workflow and best practices Show less

Technical Support Specialist

• Jul 2019 - Jul 2020

- Sleuth and triage incoming technical bugs and software requests- Create and manage technical bugs to deployment- Prioritize issues on the bug board (Target Process)- Test fixes for bugs- Write SQL queries for clients to use for data analysis/reporting- Help clients on Zendesk - Answer technical questions (Zendesk, Phone, Slack Internal etc)- Work with other teams (developers, product managers, UX/UI, etc.) to problem solve- Deliver outstanding client experience (as first point of contact) Show less

SUD Health Educator

• Apr 2016 - Jun 2019

- Guide groups through a strategic planning process and timeframe- Gather, assess, and present data to partners- Network on projects with representatives in the community- Implement quality improvement processes concerning compliance check program (37% increase in checks)- Promote prevention processes and programming - Expand county reach through coalition building (40% increase of active coalitions in the past year)

Health Educator (Injury Prevention)

• Jun 2013 - Apr 2016

- Developed and marketed teen driving safety initiatives (average of 15% increase of seat belt use)- Present data and interact with local media (radio and television)- Developed successful marketing materials/campaign for Safe Kids car seat program- Created traditional marketing materials posted in all emission stations located in Salt Lake County

Prevention Specialist

• May 2012 - Jun 2013

- Successfully marketed and organized the Family Fitness Festival 5K Fundraiser (over 100 attendees for first event) - Maintain knowledge and practice through content specific research - Present training to community members (six different programs) - Successfully marketed and organized the Family Fitness Festival 5K Fundraiser (over 100 attendees for first event) - Maintain knowledge and practice through content specific research - Present training to community members (six different programs)

Health Education Intern

• Jan 2012 - Apr 2012

- Developed and implemented an after-school tobacco prevention program - Organized a youth group to plan Kick Butts Day in the county - Verified Utah Clean Air Act stickers among new businesses within the county - Developed and implemented an after-school tobacco prevention program - Organized a youth group to plan Kick Butts Day in the county - Verified Utah Clean Air Act stickers among new businesses within the county