Experience

i3screen

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Operations & Product Support Specialist

  • Jul 2022 - Present

  ● Address internal and external technical support tickets through Zoho and JIRA helpdesks utilizing troubleshooting tools such as Postman, SQLyog, and Grafana. ● Adhere to Service Level Agreements of 4-hour response times while averaging 30+ tickets per day. ● Review and update documentation related to support requests and software navigation via Confluence to aid in training new employees and assist end-users. ● Observe inbound and outbound SOAP integrations to ensure soundness and address errors as they appear. ● Complete functional and regression testing for bi-weekly software releases. Perform testing for bug fixes. ● Monitor support queue following releases for questions/problems reported by end-users. ● Write user stories for new software features. Show less



rater8

• United States
• Software Development
• 1 - 100 Employee

• Senior Implementation & Support Specialist

  • Sep 2018 - Apr 2021

  As the Senior Implementation and Support Specialist at rater8, I helped grow and optimize our support team while also implementing and configuring our software for clients. Using Zendesk and TextExpander, new efficiencies could be created seamlessly to help the team save time and provide a higher-level of support. SQL was also used to investigate and troubleshoot issues as well as create custom reporting options. With these tools and an incredible team, we were able to achieve an NPS score of 85+ year over year which I couldn't be more proud of. Show less



HireScene

• Raleigh-Durham, North Carolina Area

• Dishwasher / Server

  • Mar 2018 - Apr 2019

  As a college student, HireScene offered me flexible hours and unique events that fit with my class schedule along with other part time opportunities that I had been juggling at the time. I worked with several great teams throughout this period that all were excited to have be back each time. As a college student, HireScene offered me flexible hours and unique events that fit with my class schedule along with other part time opportunities that I had been juggling at the time. I worked with several great teams throughout this period that all were excited to have be back each time.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Consumer Lending Intern

  • Jun 2018 - Aug 2018

  As a summer intern with Wells Fargo, I began to grow my professional career and network by learning the ins-and-outs of the standard workplace. I was placed on a team and tasked with identifying an untapped opportunity for the company. As the Team Lead, I helped research Robotic Process Automation (RPA) and we determined that with clear procedures and lean process design that the utilization of RPA could increase Quality Control by 4% for several operation teams. My manager found my documentation to be “of a quality not achieved by most senior analysts.” Even in this new environment with rotating managers and team members, I was able to quickly find my footing and blow everyone’s expectations of the “new intern” right out of the water. Show less



Port City Java

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Barista

  • Aug 2013 - Apr 2018

  Port City Java was my first real work experience. I began as a Junior in high school and shortly afterward I was trusted to work our busiest shifts and count the daily and weekly profits. This was the perfect beginner job, and after moving to Raleigh to study at NC State University, I continued in this position at the locations on campus. I was given the opportunity of Supervising the busiest location and helped at others as well before graduating and moving on to more career-focused positions. Port City Java was my first real work experience. I began as a Junior in high school and shortly afterward I was trusted to work our busiest shifts and count the daily and weekly profits. This was the perfect beginner job, and after moving to Raleigh to study at NC State University, I continued in this position at the locations on campus. I was given the opportunity of Supervising the busiest location and helped at others as well before graduating and moving on to more career-focused positions.



Oliver's on The Cape Fear

• Southport, NC

• Food Expeditor

  • May 2016 - Dec 2017

  Working the busiest hours of the summer, I led the team in the kitchen to ensure that all dishes appeared at the highest possible quality. I communicated with 3-4 cooks in addition to 3-8 servers in order to guarantee that all orders were understood completely and produced in a timely manner. I also volunteered to take on additional roles when our team was short staffed, and I thrived no matter where I was in the kitchen. Working the busiest hours of the summer, I led the team in the kitchen to ensure that all dishes appeared at the highest possible quality. I communicated with 3-4 cooks in addition to 3-8 servers in order to guarantee that all orders were understood completely and produced in a timely manner. I also volunteered to take on additional roles when our team was short staffed, and I thrived no matter where I was in the kitchen.