Experience

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  Charter Communications

  • Santa Monica, California, United States

  • Desktop Support Specialist

    • Jun 2022 - Present
    • Santa Monica, California, United States

    In charge of all hardware devices within assigned to region. Responsible for maintaining hardware, device assignment, inventory, and stockroom.

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  HealthNet

  • Customer Support Representative

    • Jan 2022 - Jun 2022

    Took customer inquiries regarding their insurance plans, helped locating Doctors and explaining services related to their insurance.

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  Media Temple

  • United States
  • Technology, Information and Internet
  • 100 - 200 Employee

  • AWS Dev Ops Engineer

    • May 2018 - Apr 2021

    Working with AWS platform to maintain enterprise level web hosting solutions for Customers. Main point of contact for any issues or troubleshooting for their applications on AWS.Created assets and infrastructure in code with AWS CDK using Python and JSON. Troubleshot issues with an ASG of EC2 instances, session information in DynamoDB and MySQL on RDS and addressed any issues with their hosting on the fully managed service provided, or helped locate issues within the application and provide next steps for resolution of the issue.

  • CloudTech Support Agent

    • Nov 2017 - May 2018

    Provided white glove technical support for 100+ VIP customers with $500 or more monthly recurring revenue and fees. Completed migrations, restorations, configuration changes to LAMP stack and web hosting control panels (Plesk and WHM/cPanel), and software installations on demand and under SLA.A point of escalation for issues that lower level techs regarding policy and available services under the CloudTech and general company scope. Interacted with customers using ticketing, phone, and live chat mediums maintaining the 90%+ SLA of previous position.

  • Customer Support Tech

    • Jan 2015 - Nov 2017

    Solved issues for an average of 21 customers per day across phone, chat, and ticketing interactions with an average customer satisfaction rating of 93%. During my time as a Customer Support tech I worked overnights which had a lighter customer live interaction load, but had any requests and tickets that were not addressed throughout the day. I often addressed these out of SLA and/or difficult requests to clear the queue, sharpen my teeth on Linux, and meet the contact requirements. I was known to set proper expectations and policy limitations with customers when their issue was not something we were able to cover. Most of these issues I was able to provide steps to address but always made sure that the customer was aware that I was providing the information but we couldn't support it. While the customers I worked with often were waiting extended periods for their issues to be addressed, some not able to be addressed by our team, I was still able to maintain my high satisfaction rating.Fellow employees sometimes referred to me as "Citizen Snips" as I had a snippet for most responses, scripts to fix, and troubleshooting steps that I often shared and were requested by members of the team. Assisted clients and coworkers with QA and testing issues, often with repeatable steps to assist with troubleshooting.

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  Stereo D

  • Burbank California

  • Depth Artist

    • Jan 2014 - Jul 2014
    • Burbank California

    Converted filmed scenes to three dimensional finalized scenes for distribution. Worked on several major AAA releases, including Need for Speed, Godzilla,Guardians of the Galaxy, and TMNT. All work was completed while under NDA in a studio environment.

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  iD Tech Camps

  • Rollins College

  • Instructor

    • Jun 2013 - Jul 2013
    • Rollins College

    Summer Camp overnight counselor teaching kids 8-18 different technical and artistic skills within digital media.Classes taught: Level Design using UDK, Minecraft, and Hammer, and Robotics using Lego Mindstorm.

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  AMC Theatres

  • Lake in the Hills 12

  • Film Crew

    • Jun 2004 - Dec 2010
    • Lake in the Hills 12

    Projectionist