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A TECHNICAL CREATIVE

My background in Corporate SaaS Product Support and Development, Customer and Technical Training, and Public Education has allowed me to develop expertise in designing engaging learning experiences for diverse learners. I am also an avid problem solver that loves to bridge the gap between technical content delivery and creativity!


Please feel free to contact me with any inquiries.  I am looking forward to working with you!

About: Text

RESUME

Work Experience

Bank Shot                                                                                                                                                      April 2022 - Present

TECHNICAL SUPPORT SPECIALIST / PRODUCT SUPPORT SPECIALIST

  • Use company portal data to identify and surface product insights and trends from user interactions.

  • Improve internal and external product documentation using Confluence to optimize product resolution workflow.

  • Use Confluence to develop training resources and troubleshooting guides for internal and external use.

  • Use email, phone, and CRM support channels such as Zendesk and HubSpot to manage and automate product and customer support inquiries and technical requests.

  • Demonstrate product knowledge and customer service skills to provide technical and non-technical guidance to solve product related inquiries and problems.

  • Increase customer retention by maintaining customer satisfaction and advocating for customers through product optimization requests sent to the development team.

  • Assist development team with technical configuration, product integration, and implementation.

  • Facilitate product demos for sales, product, and customer success teams using virtual conferencing software such as Zoom, Google Meet, and Microsoft Teams.

  • Use project management tools such as Jira and Basecamp to keep track of status updates in Agile FinTech SaaS Work Environment.

  • Used Zendesk support ticket data to identify customer gaps in product knowledge and guide content creation.

  • Used Zendesk support ticket data to identify product support and software KPIs.

  • Worked in cross-functional teams to collaborate with subject matter experts to assess customer needs and improve customer experience.

Outschool                                                                                                                                                 June 2020 - April 2022

E-LEARNING DEVELOPER / ONLINE TRAINER  / ONLINE INSTRUCTOR

  • Used e-learning authoring tools such as Articulate Storyline 360, Adobe Illustrator/Affinity Designer, PearDeck, Zoom, Procreate, and Notability to create effective and engaging learning solutions for self-paced and instructor led training.

  • Trained over 2500 students, delivered over 500 Virtual Instructor Led Training Experiences, and earned over 500 Positive Customer Reviews.

  • Used Affinity Designer, AdobeSpark, CanvaPro, and Microsoft Office to develop 6th-12th STEM curriculum.

Teachers Pay Teachers                                                                                                                                   Jan 2019 - Present

INSTRUCTIONAL DESIGNER / CURRICULUM DEVELOPER

  • Remotely answered customer product inquiries through phone, online chat, and email.

  • Resolved customer issues remotely through email and online chat.

  • Designed and secured educational resources using software such as Affinity Designer, PowerPoint, and Adobe Acrobat Pro DC.

  • Used social media to increase traffic to online store and increase sales.

  • Used SQL to create databases and run queries to perform data analysis. RDBMS used is PostgreSQL.

  • Explained technical subject matter to non-technical audiences

SANDY CREEK HIGH SCHOOL                                                                                                    July 2019 – December 2019

CTAE HIGH SCHOOL ENGINEERING TEACHER/ TECHNICAL TRAINER / LMS ADMINISTRATOR

  • Trained students how to operate machine tools and instruct students on engineering practices and manufacturing techniques.

  • Maintained engineering lab equipment and regularly perform quality and functionality assessments. Requisition new hardware and software as needed.

  • Trained students how to conduct maintenance and troubleshooting of equipment.

  • Prepared and delivered lessons to students on engineering topics such as the engineering design process, thermodynamics, fluid mechanics, circuit analysis, and engineering materials.

  • Trained students how to use CAD and EXCEL software (SolidWorks/Autodesk Inventor/Microsoft Excel).

  • Established professional relationships with local engineering companies and organizations.

  • Created instructional manuals to operate manufacturing equipment.

  • Answered complex questions regarding manufacturing equipment.

  • Trained students in Algebra, Algebra II, and Precalculus concepts.

  • Demonstrated strong interpersonal skills while working with students and faculty members.

BAY CREEK MIDDLE SCHOOL                                                                                                      September 2018- May 2019

6TH- 8TH MIDDLE SCHOOL MATH TEACHER

  • Developed and prioritized short and long-term instructional objectives based on district 7th Math AKS curriculum.

  • Analyzed student work and assessments to determine instructional needs.

  • Prepared written lesson plans to support instructional objectives of the 7th Math AKS curriculum for all students.

  • Monitored behavior and provided appropriate feedback to students.

  • Organized and arranged classroom to facilitate learning.

PAUL DUKE STEM HIGH SCHOOL                                                                                          August 2018- September 2018

CTAE HIGH SCHOOL ENGINEERING TEACHER

  • Trained students how to operate machine tools and instruct students on engineering practices and manufacturing techniques.

  • Maintained engineering lab equipment and regularly perform quality and functionality assessments. Requisition new hardware and software as needed.

  • Trained students how to conduct maintenance and troubleshooting of equipment.

  • Prepared and delivered lessons to students on engineering topics such as the engineering design process, thermodynamics, fluid mechanics, circuit analysis, and engineering materials.

  • Trained students how to use CAD software (SolidWorks/Autodesk Inventor).

DODGE COUNTY HIGH SCHOOL                                                                                                      August 2017- May 2018

9TH - 12TH HIGH SCHOOL MATH TEACHER/ SAT AND ACT PREP TEACHER

  • Assisted in SAT/ACT preparatory course curriculum development.

  • Conducted individual and classroom tutoring sessions on a regular basis.

  • Instructed and facilitated STEM Research course where students learned principles and conducted projects pertaining to programming, SolidWorks, robotics, bridge, and vehicle design.

  • Instructed and facilitated Geometry course where students learned and applied Euclidean principles on assessments.

REAL IMPACT GIRL POWER SUMMER STEM CAMP                                                                                                 July 2017

STEM CAMP COORDINATOR/ COUNSELOR

  • Instructed and guided students on simple circuit analysis, design, and construction.

  • Introduced students to electronic textiles design principles and guides students how to develop soft circuit accessories.

  • Established and enforced rules for behavior and maintaining order in the classroom.

MERCER UNIVERSITY SUMMER STEM CAMP                                                                                                          June 2017

STEM CAMP COORDINATOR/ COUNSELOR

  • Instructed and guided students on simple circuit analysis, design, and construction.

  • Instructed students on bridge engineering design principles and supervised students’ projects.

  • Instructed and guided students how to assemble circuit boards and program microcontrollers and Arduino Genuino Unos

  • Introduced students to vehicle design principles and supervised students’ vehicle construction projects.

  • Established and enforced rules for behavior and maintaining order in the classroom.

ADVANCE AUTO PARTS                                                                                                                             Jan 2015- May 2016

SALES ASSOCIATE

  • Provided customer facing support and answered product related inquiries.

  • Provided GAS3 selling experience for DIY customer visits and phone calls.

  • Achieved personal sales goals and collaborated with team members to help the store reach its sales goals.

  • Provided DIY services including battery installation, testing, wiper installs, etc.

  • Maintained store product and operational standards.

  • Responsible for inventory processes including truck put away, shoot outs, cycle counts, Back stock, etc.

  • Maintained Store Cleanliness including floors, bathrooms, facing, dusting, and parking lot.

  • Performed General stocking including truck stocking and back stock

  • Safely delivered parts to customers as needed.

About: CV
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