Fixer

• 2020 - Present

Vuln testing, development, photography, copy editing, technical support & consultation.

Tier 2 Customer Success Specialist

• Jan 2018 - May 2019

Daily Tasks:Diagnosing issues within the Shopify theme and the Pixel Union apps used by merchantsRepairing app and theme code with HTML, CSS, Liquid, AJAX, JS, jQuery and SQL.Researching issues with app conflicts, external code injections, theme modifications, bugs and feature requestsWriting code on the fly for merchant design requests, fixing incompatibilities, identifying and fixing bugs, and integrating app code into the theme codeDocumenting repair… Daily Tasks:Diagnosing issues within the Shopify theme and the Pixel Union apps used by merchantsRepairing app and theme code with HTML, CSS, Liquid, AJAX, JS, jQuery and SQL.Researching issues with app conflicts, external code injections, theme modifications, bugs and feature requestsWriting code on the fly for merchant design requests, fixing incompatibilities, identifying and fixing bugs, and integrating app code into the theme codeDocumenting repair steps, fixes and troubleshooting guidesMentoring others on the inner working of the apps and making the information bite size for easy customer digestionSuccesses:When the apps were first acquired from a third party, I read through the app code manually to gain a higher understanding of the potential issues, especially logic and rendering issues. From that, I created a repair and diagnosis process to keep troubleshooting and repair times within the strict time frame. For the first three months, I was the primary tier 1, tier 2 and tier 3 contact and worked with a number of different in house departments to usher in a number of long term fixes, training processes, documentation solutions and general knowledge of the inner workings of the app. Show more Show less

Independent Contractor

• Aug 2016 - Jan 2018

My work for clients often entails copy writing and editing, front end web development and/or testing, video editing, photo editing and photography.

Assistant Editor

• Apr 2016 - Aug 2016

Student

• Sep 2015 - Apr 2016

New Media Specialist

• May 2014 - Apr 2015

Student

• Sep 2013 - May 2014

Desk Side Analyst

• Aug 2012 - Aug 2013

Using the ServiceNow ticketing system to prioritize and respond to clients technical issues• Software and hardware troubleshooting within the Cenovus environment• Use of Active Directory and remote response applications such as VNC and dameware to complete tasks forclients• Basic system imaging using a pre-existing isolinix system• Working closely with clients, my team, and other work groups to make sure tasks are completed properly and tothe clients satisfaction•… Using the ServiceNow ticketing system to prioritize and respond to clients technical issues• Software and hardware troubleshooting within the Cenovus environment• Use of Active Directory and remote response applications such as VNC and dameware to complete tasks forclients• Basic system imaging using a pre-existing isolinix system• Working closely with clients, my team, and other work groups to make sure tasks are completed properly and tothe clients satisfaction• Utilization of a verbose knowledge base in order to inform clients of information pertaining to an increasinglybroad range of hardware and software systems• Using the ability to translate technical terminology into laymen’s terms so that clients do not feel uncomfortablewith the break/fix process Show more Show less

Support Technician

• Mar 2012 - Jul 2012

Merchandiser

• Jan 2011 - Mar 2012

Hardware Specialist

• Jun 2009 - Jan 2011

Leveled up to Hardware Specialist June 2009 – Ended employment January 2011Userful learned that I was able to learn and complete complex tasks efficiently, my duties grew once again.• Building, maintaining, and supporting a VOIP server that supported the office and call center• Giving tier 1, 2 & 3 hardware support advice to the phone support staff• Building and upgrading all servers• Building reports and hardware specification sheets for the sales team• Hardware… Leveled up to Hardware Specialist June 2009 – Ended employment January 2011Userful learned that I was able to learn and complete complex tasks efficiently, my duties grew once again.• Building, maintaining, and supporting a VOIP server that supported the office and call center• Giving tier 1, 2 & 3 hardware support advice to the phone support staff• Building and upgrading all servers• Building reports and hardware specification sheets for the sales team• Hardware research and development for two long term system releases• Taking care of all inventory and purchasing of electronic hardware• Basic network administration• Quick response and repair of internal server and office catastrophes• Communicating and working with vendors to achieve mutual satisfaction• Sourcing and purchasing hard to find items• Assisting the sales staff with hardware solutions for customers. • Assisting the testing staff with hardware and software support. Show more Show less

Electronic Production Engineer

• Nov 2006 - Dec 2008

Voodoo was bought out November 2006 – Ended employment December 2008HP purchased VoodooPC and used the old staff as high end support for the HP side of business and to continue buildingand repairing Voodoo systems.• Advanced computer repair and diagnostic skills for a wide range of software and hardware issues on a largevariety of customized Desktops and Laptops.• Tier 1 - 3 technical support on phone, e-mail, and “walk in” customers.• Mentoring and training of the other… Voodoo was bought out November 2006 – Ended employment December 2008HP purchased VoodooPC and used the old staff as high end support for the HP side of business and to continue buildingand repairing Voodoo systems.• Advanced computer repair and diagnostic skills for a wide range of software and hardware issues on a largevariety of customized Desktops and Laptops.• Tier 1 - 3 technical support on phone, e-mail, and “walk in” customers.• Mentoring and training of the other in house technicians on system repair and phone support while maintaininga steady level of PC throughput.• Working in teams to develop solutions for engineering core technology.• Working in Citrix and databases to input customer data and support calls. Show more Show less

Service Technician

• Sep 2005 - Nov 2006

I was started in the build section of VoodooPC. They had me moved over to service after a month of building due to mytroubleshooting capability.* Building and repairing high end, highly customized, systems with very high end parts. Making custom liquidcooling systems, the “Voodoo wiring”, and chassis modifications.* Assisting in the chassis design and functionality for both the Voodoo Omen and Voodoo Rage.* Working in teams or alone with little to no supervision to implement… I was started in the build section of VoodooPC. They had me moved over to service after a month of building due to mytroubleshooting capability.* Building and repairing high end, highly customized, systems with very high end parts. Making custom liquidcooling systems, the “Voodoo wiring”, and chassis modifications.* Assisting in the chassis design and functionality for both the Voodoo Omen and Voodoo Rage.* Working in teams or alone with little to no supervision to implement creative and innovative ideas and put themto use in a technical and operational manner.* Assisting customers with technical issues over the phone in a highly professional and friendly manner.* Working with HP in HP Labs Cupertino on the HP/Voodoo flagship, the Blackbird. Show more Show less