Experience

NoRedInk

• United States
• E-learning
• 100 - 200 Employee

• Accessibility Lead

  • Jan 2022 - 2 years

• Quality Assurance Specialist

  • Aug 2019 - Jan 2022

  - Manually tested new updates before release - Performed deployment tasks - Lots of miscellaneous task and project management - Learned and used Cypress for automated testing, building up our very first automated test suite with my two teammates - Spearheaded and encouraged good, discoverable and searchable documentation across the org, especially within QA and the Engineering department - Continued to actively mentor and support the Customer Support team - Helped to onboard… Show more - Manually tested new updates before release - Performed deployment tasks - Lots of miscellaneous task and project management - Learned and used Cypress for automated testing, building up our very first automated test suite with my two teammates - Spearheaded and encouraged good, discoverable and searchable documentation across the org, especially within QA and the Engineering department - Continued to actively mentor and support the Customer Support team - Helped to onboard and train new QA teammates - Spearheaded and did most of the work on overhauling and saving our "Hack Day" process, which was threatened to be canceled - Became an expert in key areas of our site, including Back-to-School related features, third-party integrations, Premium licensing, and more. Wrote docs, recorded demos, and ensured learning materials were discoverable and usable by non-experts.

• Volunteer Information Technology Support

  • Aug 2017 - Jan 2022

  - Alongside my full-time role, I worked part time doing IT for the organization, ranging from small tasks to project management for larger projects, with a focus on security and user education

• Temporary Part Time Project Manager

  • Apr 2020 - Sep 2020

  - Stepped up to fill the role of a PM for crucial summer projects for one of our engineering teams - Projects were focused on a major third-party integration and the needs of our Customer Support and Customer Success teams. I was able to successfully lead and manage these projects largely due to the expertise I had gained working with this integration, our Premium product, and the Support and Customer Success teams during my time on Support and QA

• Customer Support Team Lead

  • Nov 2018 - Aug 2019

  - Back on Support full time after the resignation of a Support staff member - Designed and ran new Support hiring interviews - Mentored and onboarded new Support team members - Worked closely with new Support team members to implement processes with Zendesk, Slack, Asana, Zapier, and more.

• Customer Support Specialist & Quality Assurance Analyst

  • Jul 2018 - Nov 2018

  - Transitioning from Customer Support to QA

• Customer Support Specialist

  • Aug 2017 - Jul 2018

  St. Augustine, FL - Temporary role assisting the Customer Support team with building infrastructure with plans to move to QA when the Support team is more established - Reworking Zendesk usage from near-scratch, implementing useful triggers, macros, webhooks, and more. - Streamlining CSAT processes. - In addition to creating processes and tooling for the team, operating as a full-time Customer Support Specialist, responding to customer requests via email, reporting on ticket data, and interfacing with… Show more - Temporary role assisting the Customer Support team with building infrastructure with plans to move to QA when the Support team is more established - Reworking Zendesk usage from near-scratch, implementing useful triggers, macros, webhooks, and more. - Streamlining CSAT processes. - In addition to creating processes and tooling for the team, operating as a full-time Customer Support Specialist, responding to customer requests via email, reporting on ticket data, and interfacing with the Product and Customer Success team to organize, surface, and research customer bugs and feature requests - Assisting with many I.T. support tasks internally across the company, including managing I.T. projects



Flagler College

• United States
• Higher Education
• 400 - 500 Employee

• Assistant Director of Institutional Research and Effectiveness

  • Mar 2017 - Aug 2017

  St. Augustine, FL Managing department projects and maintaining internal documentation of tasks and reports Managing design and distribution of Qualtrics surveys, forms, and workflows Producing instructional documentation and training for IRE software products Supervising Data Specialist/Report Coordinator Coordinating all student assessments and course evaluations Creating and managing all IRE website content Assisting Director with accreditation, program assessment, and data analysis tasks

• Research Analyst and Report Coordinator

  • Nov 2014 - Mar 2017

  St. Augustine, FL Collecting and reporting data to IPEDS, external organizations, and internal constituents Managing design and distribution of Qualtrics surveys, forms, and workflows Producing instructional documentation and training for IRE software products Coordinating all student assessments and course evaluations

• Instructor/Trainer and Curriculum Designer for Professional Development

  • 2009 - 2015

  Saint Augustine, FL Wrote curriculum for and led staff & faculty development trainings for the following: * Excel Data Management (Intermediate-Level) * Electronic Forms Creation and Distribution with Adobe Acrobat * Mail Merge with Microsoft Word * Technology Services Orientation * Email, Contacts, and Calendar Management with Microsoft Outlook * Lync Instant Messenger

• Macintosh Administrator

  • Jul 2011 - Nov 2014

  St. Augustine, FL Managing fleet of approximately 150 Mac computers and 2 Mac servers Maintaining entire Tech Services website, ticket system, and outbound communication from Tech Services to all stakeholders within the college Providing technical support to all college users on a variety of operating systems & devices Designing training materials and informational signs regarding software and hardware in computer labs

• Helpdesk Support Technician

  • Feb 2010 - Jul 2011

  St. Augustine, FL Providing technical support to all college users on a variety of operating systems Writing, organizing, and maintaining all Tech Services website content from the ground up, including FAQs, tutorials, new student and new employee checklists, and more Managing all campus-wide communication from Tech Services department Configuring and managing HelpDesk ticket system

• Helpdesk Administrator

  • Aug 2008 - Feb 2010

  St. Augustine, FL Providing technical support to all college users on a variety of operating systems Hub for answering support phone calls, emails, and in-person visits Managing software and hardware orders, licensing agreements, and budget



CVS Pharmacy

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Photo Lab Technician

  • Sep 2006 - Aug 2008

  St. Augustine, FL



YMCA of the USA

• United States
• Civic and Social Organizations
• 1 - 100 Employee

• Camp Counselor & KidZone Staff

  • May 2004 - Sep 2006

  Orange Park, FL