Experience

Pallet

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Product Support Specialist

  • Oct 2023 - Present



Reprise

• United States
• Software Development
• 1 - 100 Employee

• Customer Support Engineer

  • Jan 2022 - Jan 2023

  Remote - Provided support to clients through Intercom/Zendesk ticketing systems with internal SLA targets prioritized - Utilize HTML/CSS/JavaScript to troubleshoot customer-reported issues and deliver solutions. - Initially triage incoming reported bugs to confirm reproducibility and potential causes before escalating to the proper teams. - Created and reviewed both internal and customer-facing documentation to better define processes and enable customer success… Show more - Provided support to clients through Intercom/Zendesk ticketing systems with internal SLA targets prioritized - Utilize HTML/CSS/JavaScript to troubleshoot customer-reported issues and deliver solutions. - Initially triage incoming reported bugs to confirm reproducibility and potential causes before escalating to the proper teams. - Created and reviewed both internal and customer-facing documentation to better define processes and enable customer success. - Worked closely with the Customer Success team along with engineering/product teams to both maintain customer sentiment and gather necessary information for problem resolution. Show less



ExecOnline

• United States
• E-Learning Providers
• 100 - 200 Employee

• ESC Agent / Tier 1 Customer Support

  • Aug 2021 - Dec 2021

  - Provided support to C-Suite and management-level role customers as the first point of contact for support-related inquiries through Salesforce - Utilized internal documentation to ensure consistent support response - Target SLA response times for efficient support experience.



General Assembly

• United States
• Higher Education
• 700 & Above Employee

• Software Engineering Fellow

  • Feb 2020 - May 2020

  New York, New York, United States - Participated in 500+ hours of applied training in software engineering and web development concepts focusing on frontend and backend development - Built skills and fluency in HTML, CSS, Javascript, Node, React, and other web development frameworks - Worked with UX Designers and Software Engineers to create full-stack web applications for clients



WebServes

• United States
• Information Technology & Services
• 1 - 100 Employee

• Digital Marketing Intern

  • Jun 2018 - Apr 2019

  - Participated in weekly digital marketing meetings aimed to design and launch marketing material for use on website and social media platforms - Developed blogs and supporting visual content to increase audience engagement with the organization's website - Collaborated with higher management to create a brand style guide - Helped to increase membership of the Nonprofits That Code (NPTC) MeetUp group by ~20% through relaunching material and joint programming with technology… Show more - Participated in weekly digital marketing meetings aimed to design and launch marketing material for use on website and social media platforms - Developed blogs and supporting visual content to increase audience engagement with the organization's website - Collaborated with higher management to create a brand style guide - Helped to increase membership of the Nonprofits That Code (NPTC) MeetUp group by ~20% through relaunching material and joint programming with technology based non-profits. Show less