Experience

Create.com
• France
• Advertising Services
• Support Manager

  • Nov 2020 - Present

Percepta
• United States
• Outsourcing/Offshoring
• 700 & Above Employee
• Customer Service Manager

  • Jan 2020 - Nov 2020

HCA IT&S
• 1 - 100 Employee
• Senior Service Desk Analyst

  • Jun 2018 - Jan 2020

Self-employed
• Real Estate
• 1 - 100 Employee
• Self Employed

  • Nov 2017 - Jun 2018


Hostgator.com

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

• Supervisor

  • Dec 2009 - Nov 2017

  HostGator is a global provider of web hosting and related services. In this role I managed up to 30 support agents as direct reports with overall responsibility for managing and motivating a total team of ~100 agents to ensure they met metrics and KPIs, using awards and leaderboards as motivational tools. I also handled escalated client issues and provided technical assistance to web hosting clients on Linux servers by identifying and troubleshooting code including Python, Ruby, JavaScript, Perl, SQL, and PHP. My hands-on work included hardware, computer setups, password changes, and training agents on Linux. My team was also trusted with several beta testing and pilot programs before software or procedures were implemented in larger teams. I led weekly meetings with a third party product vendor to report sales, traffic, and resolve issues, and I served as interim manager for the supervisor team when the director was unavailable. I also represented HostGator at recruiting open houses, job fairs, and conventions. Trusted by management as beta tester for multiple new initiatives and pilot programs including new software and policies. Show less



San Marcos Baptist Academy

• United States
• 1 - 100 Employee

• IT Department

  • 2008 - 2009

  San Marcos Baptist Academy is a private college preparatory boarding school for grades 4-12. At SMBA I maintained a secure network for all students and staff. I also facilitated new fiber installations and repairs to older installs, set up an internal server system to improve methods for staff to submit help desk tickets to IT, and installed cable lines through new buildings or remodeled areas where previous lines were removed. San Marcos Baptist Academy is a private college preparatory boarding school for grades 4-12. At SMBA I maintained a secure network for all students and staff. I also facilitated new fiber installations and repairs to older installs, set up an internal server system to improve methods for staff to submit help desk tickets to IT, and installed cable lines through new buildings or remodeled areas where previous lines were removed.



Cook Middle School

• United States
• Artists and Writers
• 1 - 100 Employee

• Technical Assistant

  • 2006 - 2008

  Cook Middle School is a public middle school in Houston. Here I developed a ticketing system for Cook staff and resolved all tickets in a timely manner. I also analyzed incident history to identify trouble spots or trends and implemented solutions or increased training for staff to improve efficiency. When needed I would volunteer for school-related projects and mentoring programs. Cook Middle School is a public middle school in Houston. Here I developed a ticketing system for Cook staff and resolved all tickets in a timely manner. I also analyzed incident history to identify trouble spots or trends and implemented solutions or increased training for staff to improve efficiency. When needed I would volunteer for school-related projects and mentoring programs.