Testing and deployment of support infrastructure via Zendesk, internal wiki, and WordPress knowledge base. Responded to customer inquiries in an upbeat and timely fashion. Addressed account and billing issues using internal tools, Stripe, and PayPal. Troubleshoot problems and provide explanations to users via email and Zendesk. Trained support agents.
Created and maintained support and technical enduser documentation via internal tools for white-label SaaS. Provided prompt escalated and VIP support. Supervised and trained support agents for email, chat and telephone support.
Trained university student workers in circulation and support responsibilities. Created and maintained circulation training materials. Assisted students with library computers and software usage.
Lead tour groups of historic sawmill town. Designed and edited 'Edgings and Trimmings' newsletter. Maintained website at http://www.forestheritagemusem.org.
BA, History, 2006.
Operated voice communications equipment. Conducted frequency search missions. Operation of direction-finding equipment, transcription of recorded voice communications signals and analyzed transcripts of voice communications signals. Operation Desert Storm/Desert Shield. Top Secret/SCI clearance; honorable discharge.