Doozy Solutions

● Acquired a comprehensive knowledge of supported products, and NetSuite and the Doozy Solutions environment in order to troubleshoot and support effectively
● Managed incoming tickets in ZenDesk, route tickets to appropriate resources, and directly respond to
customers
● Diagnosed customer requests to quickly identify the root cause
● Provided customers with reference material to enable their ability to address the issue
themselves
● Identified gaps in product documentation and improve help articles when appropriate
● Created strategies to develop internal training materials for Doozy employees and clients 
● Utilized Trello to organize the training materials development program and trained others on effective use of Trello for project management
● Investigated issues in customer accounts and recreate problems in test environments for
referral to Product and Development
● Communicated with customers in a professional, timely manner to maintain SLAs

● Partnered with Customer Success to follow established guidelines and provide additional
context obtained from closely working with users
● Recognized opportunities and referrals for the Account Management team

Technical Support Analyst

Mountain Freakquencies Productions

Event production company based in Denver, CO. Producing both Intimate and large scale events in both established venue spaces and DIY.
Project Management
Artist management and agency
Tour management/travel booking
Promotions, Graphic design, Canva, social media marketing, experiential marketing
Sound and lighting technician
Costume designer and manager
Brand Ambassador

Owner/Operator

FareHarbor

Provided technical assistance and troubleshooting for customers utilizing API integrations, ensuring seamless integration and resolving any issues promptly.

Collaborated with cross-functional teams in person and remotely via AirTable to identify and implement improvements to API documentation, resulting in enhanced user experience and reduced support requests.

Conducted comprehensive API testing and validation, ensuring the accuracy and reliability of data transmitted through API integrations utilizing the Postman API service.

Acted as a subject matter expert for API-related questions and concerns, delivering effective training sessions and providing ongoing support to internal teams and external clients.

Utilized AirTable to track customer datea

API Connectivity Specialist

Wilhelmina Denver

Brand Ambassador and experiential marketer, leveraging face to face communication to increase brand awareness and reach.
Event coordinator, setting up and tearing down sets for events and coordinating people in their roles.
Trained new Brand Ambassadors on effective experiential marketing techniques for fun, efficient, and successful promotions.
Intimate events and large scale entertainment productions.
Set design and construction including lights and sound set up.
Hospitality professional and event host.

Event Coordinator/ Brand Ambassador

Snapdocs

Operations Engagement Committee Lead 

-Managed workflow of support ticket requests via Zendesk, Talkdesk, and Kustomer CRM platforms
-Examined current systems and monitor performance, reporting all concerns to the Development and Operations Teams
-Created an in-depth post-mortem of a product roll out that highlighted the inefficiencies of the training provided and gaps in training knowledge, which lead to improved training procedures and the assignment of a dedicated product specialist team to handle the quality control offerings to clients. 
-Manage bug reporting from Operations team, sending all necessary issues to the Development Team
-Communicate status updates with necessary parties
-Collaborate with Operations Leads to organize and prioritize feature requests 
-Maintain in-depth knowledge of all systems
-Support the Development team with testing when deployments are launched to ensure operations processes are not impacted
-Test and implement new features and / or systems
-Communicate feature requests to the Development Team
-Report on various metrics regarding technology speed and efficiency
-Complete tasks that require admin permissions in internal systems
-Troubleshoot technology bugs and develop approved work arounds when necessary
- Uploaded and processed loan documents set for digital (e-sign or hybrid) signings by performing a variety of workflow tasks and document processing including E-Note
- Monitored automated annotation work done by proprietary AI systems 
- Collected data and feedback from Lenders, Settlement Agents, and Consumers, for the Quality Assurance team
- Assisted with notary credential verification and hybrid markup/support

Q2 2022 Leadership Development Program

Zendesk, Talkdesk, Kustomer, Trello, Jira, Confluence, Sisense, Guru, Lessonly

Product Operations Specialist 

Product Operations Newsletter Editor

Arapahoe Community College

Part-time work study in multi-platform technical support for students, teachers, and faculty at the college technology desk.

Technical Support Specialist

Hop Alley

A top 20 restaurant in Denver, Colorado featuring elevated and authentic Chinese cuisine with craft cocktails and an elevated wine list.
Offered sophistacted, smooth, and efficient dinner service with wine pairings.
Trained server assistants on proper fine dining etiquette to support the servers, bartenders, and hosts during dinner service.
Offered guidance and support to the business on the implementation and use of the Toast point of sale (POS) systems.

Server

Prohibition- A Speakeasy

Bartender

Lucha Cantina

Technical Support for all POS systems in a large restaurant. Managing the Breadcrumb/Upserve platform across 25 Ipads with backend management. Trainer and implementation wizard for all staff members.

Assistant Manager

The Stadium Inn

Ever curious and striving for constant improvement, passionate about technology systems and the teams that create them. I thrive in spaces where I can create, develop, learn, and innovate particularly in the SaaS environment. Support, training, and implementation for small and large teams utilizing collaborative hands-on learning. Educated in project management, operations management, and IT/CISCO systems and French language and literature. IT/Technical support and customer support roles, office management, and people management and a background in service industry management and event production. 
Champion for the people and a passion for engagement and strong, equitable culture.

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