Experience

Brainshark

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Engineer

  • Sep 2022 - Present

  Waltham, Massachusetts, United States Responsible for utilizing technical troubleshooting skills to analyze data, identify root causes, and provide solutions for customer issues. Directly assist customers with more technical subjects at a Tier 2/L2 level, including third-party and SSO configurations. Serves as a subject matter expert for Tier 1 support reps. Work closely with Engineering teams on troubleshooting escalations and communicating updates to customers, acting as a liaison between the customer and the software engineer… Show more Responsible for utilizing technical troubleshooting skills to analyze data, identify root causes, and provide solutions for customer issues. Directly assist customers with more technical subjects at a Tier 2/L2 level, including third-party and SSO configurations. Serves as a subject matter expert for Tier 1 support reps. Work closely with Engineering teams on troubleshooting escalations and communicating updates to customers, acting as a liaison between the customer and the software engineer. Triage and resolve Site Administration requests (new site setups, existing site configuration changes, etc.) in a timely fashion.

• Associate Technical Support Engineer

  • Oct 2021 - Sep 2022

  Waltham, Massachusetts, United States Responsible for utilizing technical troubleshooting skills to analyze data, identify root causes, and provide solutions for customer issues. Directly assist customers with more technical subjects at a Tier 2/L2 level, including third-party and SSO configurations. Serves as a subject matter expert for Tier 1 support reps. Work closely with Engineering teams on troubleshooting escalations and communicating updates to customers, acting as a liaison between the customer and the software engineer… Show more Responsible for utilizing technical troubleshooting skills to analyze data, identify root causes, and provide solutions for customer issues. Directly assist customers with more technical subjects at a Tier 2/L2 level, including third-party and SSO configurations. Serves as a subject matter expert for Tier 1 support reps. Work closely with Engineering teams on troubleshooting escalations and communicating updates to customers, acting as a liaison between the customer and the software engineer. Triage and resolve Site Administration requests (new site setups, existing site configuration changes, etc.) in a timely fashion.

• Customer Support Representative

  • Feb 2020 - Oct 2021

  Waltham, Massachusetts, United States Responsible for providing exceptional Tier I technical support to clients, acting as a leader in troubleshooting skills and product knowledge to peers and co-workers. Exposure to Tier II responsibilities as well including product integrations, SSO implementations, and technical escalations to Engineering team. Awarded "Support Rep of the Quarter" in Q4 2019 for exceeding customer expectations and helping to lead the frontlines of Support to its fullest potential.

• Associate Customer Support Representative

  • Feb 2019 - Feb 2020

  Waltham, MA



Not Your Average Joe's

• United States
• Restaurants
• 1 - 100 Employee

• Server / Bartender

  • Sep 2017 - Feb 2019

  Acton, Massachusetts Responsible for serving guests of higher-end yet casual style restaurant chain, maintaining a professional yet unique attitude by the company's standards while still exceeding service standards and demands. Began bar training very early in employment, a position typically given based on seniority and experience.



Applebee's Neighborhood Grill + Bar

• United States
• Restaurants
• 100 - 200 Employee

• Server / Bartender

  • Apr 2015 - Sep 2017

  Leominster, Massachusetts Served bar guests along with handling drink-making for entire restaurant, taking and placing to-go orders and communicating insight to management into liquor ordering based on sales data and forecasts. Held multiple monthly and yearly point-of-sale records throughout entire location by promoting top-shelf cocktails (approx. 600 margaritas in 9 months) and encouraging donations to charity. Established quickly and efficiently as a leading member of team.



The British Beer Company

• United States
• Restaurants
• 1 - 100 Employee

• Server

  • Jun 2016 - Aug 2016

  Westford, Massachusetts Served patrons of casual style restaurant specializing in a diverse draft and bottled beer selection.



G.S. Precision, Inc.

• United States
• Aviation and Aerospace Component Manufacturing
• 1 - 100 Employee

• Data Entry Associate

  • Oct 2011 - Apr 2014

  Brattleboro, Vermont Managed converting physical archive documents from inspection department to computerized filing system using computer software (Microsoft Excel, Access) and various physical equipment and tools. Also exposed to additional responsibilities in the department, including component inspection per ISO 9001 and CNC machine operating and maintaining.



Health Care and Rehabilitation Services of VT

• Summer Camp Counselor

  • Apr 2013 - Aug 2013

  Brattleboro, Vermont Guided and supervised young adults aged 10-15 in developmental one-on-one summer camp teaching positive communication and behavior techniques as well as active participation in daily games and activities