Experience

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  Drata

  • Technical Support Team Manager

• 

  Drata

  • United States
  • Software Development
  • 500 - 600 Employee

  • Technical Support Team Manager

    • Oct 2023 - Present

    - Driving org changing initiatives that uplevel the function- Leading, mentoring, and coaching the best Tech Support Team in the biz- Fostering a collaborative and growth-oriented environment- Developing top tier support reps by setting clear performance goals, expectations, and KPIs - Handling escalated concerns, providing expert guidance and ensuring thorough and effective problem resolution- Continually assess and enhance processes and with an intent of streamlining operations and enhancing the customer experience.- Collaborate closely with cross-functional teams to address technical concerns and provide input for product enhancements.- Proactively gathering feedback, data, and insights to internal stakeholders to contribute to the continuous improvement of Drata’s products and services.

  • Technical Support Team Lead

    • Nov 2022 - Nov 2023

    - Driving Support Operations leveraging systems like Intercom, Jira, Notion, Vidyard, Retool, to name a few- Handling Daily Customer Inquiries and Escalations- Manager to 9 stellar TeammatesSkills: Identity & Access Management (IAM) · SAML 2.0 · CLI · Datadog · Jira · Azure Active Directory · Amazon Web Services (AWS) · Google Workspace · Human Resources Information Systems (HRIS) · OAuth · VMware · Multi-factor Authentication · Analytics · Log Analysis · Salesforce Lightning · JumpCloud · SQL

  • Technical Support Specialist

    • Oct 2021 - Nov 2022

    - Resolving 400+ live chats/month- Supporting Strategic, Enterprise, Scale customers- Querying, analyzing application logs, JSON to identify remediation steps for customers (Datadog)- Reproducing, escalating UI/UX, Backend API, DB inconsistencies to Engineering, QA (Jira, GitHub)
- Running CLI commands to initiate ad-hoc integration syncs, retests, and DB updates (Terminal)
- Submitting feature requests, summarizing feedback for Product review (Productboard, Jira)
- Navigating, editing AWS RDS/Aurora databases on request (Sequel Pro, PostgresSQL, Retool)
- Recording personalized videos of step-by-step workflows to unblock customers (Vidyard)- Troubleshooting, documenting 100+ integrations, including:

 Okta, Microsoft 365, Google Workspace, OneLogin, AWS, GCP, Azure, GitHub, GitLab, Azure
 DevOps, Intune, Jamf, Kandji, Hexnode, Rippling, JumpCloud (Mac, Windows, Linux), Jira,
 ServiceNow, Asana, Datadog, New Relic, Merge.dev, Gusto, Workday, ADP, Rippling, Paylocity,
 Checkr, Certn, Curricula, KnowBe4

Support Operations
- Introducing attributes, macros, tags for metrics collection
- Surfacing optimizations within inbox for conversation routing via Rules
- Creating custom reports for understanding metrics, ideal hours for 24/5 Agent shifts
- Working with Engineering to deflect 2.5k conversations/year (17% overall volume)Skills: Identity & Access Management (IAM) · SAML 2.0 · CLI · Datadog · Jira · Azure Active Directory · Amazon Web Services (AWS) · Google Workspace · Human Resources Information Systems (HRIS) · OAuth · VMware · Multi-factor Authentication · Analytics · Log Analysis · Salesforce Lightning · JumpCloud · SQL

• 

  GoSite

  • United States
  • Software Development
  • 1 - 100 Employee

  • Technical Escalation Specialist

    • May 2021 - Oct 2021

    - GoSite Product Pro- Bug Hunter- Feature RequestsHandling ticket escalation pipeline for customer-facing teams

  • Product Specialist

    • Sep 2020 - May 2021

    - GoSite Product Pro leading and coaching the team on technical and product inquiries- SEO Savant- Web Guru well versed in DNS, and developing and launching client websites- Constantly analyzing systems, refining processes, and improving workflows so that my team and the GoSite organization can effectively scale

  • Senior Customer Success Specialist

    • Jun 2020 - Sep 2020

    - Identifying Issues that Impact Customer Engagement and Our Workflows

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  Fundbox

  • United States
  • Financial Services
  • 100 - 200 Employee

  • Senior Technical Support Specialist

    • Oct 2019 - Jun 2020

    • Investigate and Dissect Bugs for our Engineers• Produce Product Proposals and Drive Product Changes• Implement Standard Operating Procedure for Technical Team • Produce Educational Resources and Conduct Team Training • Manage Tier 2 Support for Internal and External Teams

  • Technical Support Specialist

    • Apr 2019 - Oct 2019

    • Reduced User Friction when Initiating and Maintaining Data Connections• Debugged Technical Issues• Served as the Internal and External Point of Contact for Technical Issues

  • Customer Support Representative

    • Oct 2018 - Apr 2019

    • Addressed Customer Issues through Email & Phone Contact• Analyzed Customer Conversations to Identify Policy or Product Trends• Developed a Reputation as the Go-To for Technical Support• Put the Inbound Phone Line in a Coma

• 

  Easy Rider Surf School

  • Santa Cruz, California

  • Founder

    • Jun 2014 - Sep 2019
    • Santa Cruz, California

    I started Easy Rider in my backyard. I initiated startup business licensing, established the company's online presence, managed financial accounts, secured radio and print advertising, and carried out private and group lessons for all customers.

• 

  LoaTree

  • Santa Barbara, California Area

  • Content Development Intern

    • Mar 2018 - Jun 2018
    • Santa Barbara, California Area

    - Produced Marketable Content and Managed Social Media Pages for Multiple Clients- Researched, Identified, and Capitalized on Market Opportunities- Performed Occasional Administrative Tasks

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  Associated Students of the University of California

  • Santa Barbara, California Area

  • Cashier

    • Sep 2015 - Jan 2018
    • Santa Barbara, California Area

    • Provided customers with prompt, friendly service• Managed the sale of tickets to various events• Maintained records of sales• Handled cash and credit exchanges

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  Double Tree by Hilton, Santa Barbara

  • Santa Barbara, California Area

  • Service Attendent

    • Jun 2017 - Oct 2017
    • Santa Barbara, California Area

    I worked part-time for the Fess Parker, Double Tree Hotel in Santa Barbara's Downtown waterfront area. As a service attendent, I worked as a Bellman and Valet for the front desk.

• 

  Allterra Solar

  • Santa Cruz, California

  • Marketing and Outreach Intern

    • Jun 2016 - Sep 2016
    • Santa Cruz, California

    • Generated and Qualified leads • Assisted in client targeting campaigns and carried out initial consultations• Maintained regular client relations• Updated and Improved Company Website and blog• Served as representative at various solar fairs and festivals

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  The Peninsula Golf & Country Club

  • San Mateo, California

  • Service Attendant

    • Nov 2013 - Sep 2014
    • San Mateo, California

    • Managed bag room• Maintained relationships with club members• Satisfied caddy requests

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  Dehoff's Key Markets

  • Redwood City

  • Bag Boy

    • Jan 2013 - Oct 2013
    • Redwood City

    • Bagged groceries and assisted customers• Greeted customers and maintained customer relationships• Maintained store cleanliness