Experience

Hotel Engine

• United States
• Software Development
• 400 - 500 Employee

• Senior Production Support Analyst

  • Aug 2023 - Present



Apollo GraphQL

• United States
• Software Development
• 100 - 200 Employee

• Developer Support Engineer

  • Jun 2021 - Dec 2022

  • Spearheaded Apollo GraphQL's developer support operations, establishing an industry-leading SaaS support service • Successfully launched Enterprise and SMB SaaS support operations, achieving 95%+ CSAT, ~2-hour initial response, and ~4-day full resolution times for two consecutive years • Consistently topped performance metrics including monthly cases solved, initial response time, and mean time to resolve, enhancing overall support efficiency • Sustained a remarkable 92%… Show more • Spearheaded Apollo GraphQL's developer support operations, establishing an industry-leading SaaS support service • Successfully launched Enterprise and SMB SaaS support operations, achieving 95%+ CSAT, ~2-hour initial response, and ~4-day full resolution times for two consecutive years • Consistently topped performance metrics including monthly cases solved, initial response time, and mean time to resolve, enhancing overall support efficiency • Sustained a remarkable 92% customer satisfaction rating for over 18 months, demonstrating exceptional service quality • Mastered full stack software engineering through dedicated training, resulting in advanced troubleshooting proficiency for complex cases • Recognized as the backbone of the support function by peers, exemplifying service excellence and commitment to customer delight • Provided top-tier support to both Freemium and Enterprise customers, earning consistent praise and recommendations • Contributed to a 40% increase in Freemium SaaS ARR and a 60% increase in MAU through exceptional support and customer engagement Show less



Adobe

• United States
• Software Development
• 700 & Above Employee

• Campaign Technical Support Engineer

  • Nov 2020 - May 2021

  • Appointed as the support lead for a select group of Premier Customer Accounts, ensuring top-tier service and satisfaction • Fostered collaboration between engineering/product management and customers, advocating for customer-driven product development • Recognized and addressed the real-world implications of issues and defects on customer experiences •Developed a deep understanding of customer businesses and tailored assistance to maximize Adobe Campaign… Show more • Appointed as the support lead for a select group of Premier Customer Accounts, ensuring top-tier service and satisfaction • Fostered collaboration between engineering/product management and customers, advocating for customer-driven product development • Recognized and addressed the real-world implications of issues and defects on customer experiences •Developed a deep understanding of customer businesses and tailored assistance to maximize Adobe Campaign utilization • Actively participated in testing and refining new product features, contributing to continuous improvement • Diligently documented and maintained incident records in line with department standards for efficient resolution • Expertly diagnosed and reported customer-submitted bugs, working closely with Product & Cloud Engineering teams • Collaborated with Technical Account Managers to deliver exceptional outcomes for Premier Support clients

• Marketo Associate Technical Support Engineer

  • May 2019 - Nov 2020

  Portland, Oregon Area • Established as a subject matter expert in Marketo technology, enhancing customer business processes through optimized utilization • Delivered comprehensive business and technical solutions, empowering customers to fully leverage Marketo's capabilities • Exhibited excellent communication skills, both written and verbal, ensuring clear and precise interactions with customers • Retained ownership of cases from initiation to resolution, driving collaboration with other teams… Show more • Established as a subject matter expert in Marketo technology, enhancing customer business processes through optimized utilization • Delivered comprehensive business and technical solutions, empowering customers to fully leverage Marketo's capabilities • Exhibited excellent communication skills, both written and verbal, ensuring clear and precise interactions with customers • Retained ownership of cases from initiation to resolution, driving collaboration with other teams and setting realistic customer expectations • Conducted thorough problem characterization, reproduction, diagnosis, and root cause analysis for effective issue resolution • Worked closely with Services and Engineering personnel to address and rectify product-related concerns • Configured customer systems according to requirements, facilitating smooth integration and operation • Liaised with product management, filing enhancement requests and translating business needs into product requirements for ongoing development



Multnomah County

• United States
• Government Administration
• 700 & Above Employee

• Juvenile Custody Service Specialist

  • Feb 2017 - Feb 2018

  Portland, Oregon Area • Supervising and documenting youth activities and behavior • Providing guidance and group programming • Plan recreational programs and facilitating cognitive groups • Maintaining safety, security and order in the living units • Maintaining routine records; preparing oral and written reports using automated systems



Morrison Child and Family Services

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Youth Care Specialist

  • Jun 2015 - Feb 2017

  Portland, Oregon Area • Supervising and monitoring client progress and activities as needed in the program • Assisting with skill building activities for youth • Providing supervision and support for client and family visits



Portland State University

• United States
• Higher Education
• 700 & Above Employee

• Office of University Communications Student Employee

  • Sep 2012 - Jun 2015

  Portland, Oregon Area • Promoted the Portland State spirit by creating and hosting student events • Outreached to the student body and public using social media platforms • Individually published a monthly blog describing our lives as Portland State students

• Diversity and Multicultural Student Services GANAS Peer Mentor

  • Sep 2010 - Jun 2014

  Portland, Oregon Area • Meet and connect with mentees on a regular basis • Plan events and activities for mentees in the program • Attend meetings, events, workshops, and study sessions held by MRS through the academic year • Maintain and submit monthly mentor activity logs and quarterly mentor journal reflections • Assist in program outreach events • Participate in other programs/events as assigned