Experience

Axure Software Solutions

• United States
• Software Development
• 1 - 100 Employee

• Manager of Customer Success

  • Jul 2022 - Present

• Customer Success Manager/Implementation Specialist

  • Nov 2020 - Jul 2022



MadCap Software, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Manager

  • Nov 2018 - Jun 2020

• Lead Technical Support Engineer

  • Jun 2017 - Nov 2018

• Senior Technical Support Engineer

  • Jun 2015 - Jun 2017

• Technical Support Engineer

  • Jun 2014 - Jun 2015

• Technical Support Analyst

  • Jun 2013 - Jun 2014

  • Business to business technical support and troubleshooting over the phone, chat, and through e-mail• Train incoming Support Analyst Representatives on the use and concepts of the MadCap application suite, technical support practices, and customer service etiquette • Solve immediate problems with extensible, supportable long-term solutions• Assist the sales department in pre-sales technical support and walkthroughs of how to use the suite of MadCap products• Exhibit the confidence to escalate only the most urgent problems• Learn from the incident to prevent similar customer escalations in the future Show less



Twinkle Tub Dry Cleaner

• Office Assistant/Driver

  • Nov 2011 - May 2012

  • Handled order creation and entry • Suggested and demonstrated upgrades to point of sale system and order processing • Educated customers on how to order and ways to improve order efficiency • Delivered orders and accurately turned in customer requests to office administrator • Handled order creation and entry • Suggested and demonstrated upgrades to point of sale system and order processing • Educated customers on how to order and ways to improve order efficiency • Delivered orders and accurately turned in customer requests to office administrator



United Plant Growers Inc

• United States
• Manufacturing
• 1 - 100 Employee

• Vendor

  • Sep 2010 - May 2011

  • Set up and designed display space at major hardware retailer • Consulted with store manager and suggested best use of product space to effectively showcase product • Explained benefits of showcasing high profit items to managers in order to maximize company profits • Interacted with retail customers and answered product specific questions • Set up and designed display space at major hardware retailer • Consulted with store manager and suggested best use of product space to effectively showcase product • Explained benefits of showcasing high profit items to managers in order to maximize company profits • Interacted with retail customers and answered product specific questions



California Center for the Arts, Escondido

• United States
• Performing Arts
• 1 - 100 Employee

• A/V Technician/Banquet Server

  • Sep 2009 - Sep 2010

  • Set up sound and video equipment for a wide variety of events including business meetings, conventions, and weddings • Operated soundboards and mixing equipment • Handled client and event coordinator requests in order to leverage existing hardware and software • Trained new hires on existing hardware and software protocol and usage • Worked as server in corporate and charity events • Set up sound and video equipment for a wide variety of events including business meetings, conventions, and weddings • Operated soundboards and mixing equipment • Handled client and event coordinator requests in order to leverage existing hardware and software • Trained new hires on existing hardware and software protocol and usage • Worked as server in corporate and charity events