Work experience
Dobility, Inc
- Responded to support requests submitted by users
- Completed about 8 tickets per day
- Generally responded within 1 hour, much faster than 2 hour standard
- Created thorough, easy-to-follow, yet succinct solutions
- Ensured user retention by offering superb support for our platformAdded new user segments by expanding capabilities of our software.
- Created custom solutions for the niche needs of NGOs, furthering the company’s social mission.
- For example, a popular request was for implicit association tests (IAT), where the field only appears on the screen for a short time (about five seconds), and they can either tap the screen or tap a keyboard key to quickly select a choice. With the timed categories field plug-in, this is now possible in SurveyCTO, bringing us whole new users.
- Used HTML, CSS, JavaScript, and JSON
- Used Git and GitHub for version control, code review, and suggestions.
- Developed field plug-ins that allow users to use timers, counters, filter data, track which links were clicked, find how long a YouTube video was watched for, control phone call recordings, and more.
- Here is the list of the favorite field plug-ins I developed: Timed categories, Timed field list, YouTube detector, Ranking choices, Twilio control, Counter with stopwatch, Counter with timer, Detect clicked link, Timed choice, Text box
- Other field plug-ins I developed: Specify other, Pre-load filter, Extra buttons, Select_one-select_multiple (combines the capabilities of this and this field plug-in), text-integer-decimal (combines this, this, and this field plug-in), Button to advance, Timed advanced (mostly deprecated, replaced by timed choice)
- Wrote scripts and recorded audio and video for 7 how-to videos, allowing new users to easily emulate processes for both basic and advanced functionality.
- Videos can be found here. All of the scripts were written by me, and all of the videos and audio was recorded by me. A third-party editor put the audio and video together, and another team member wrote the written steps below the videos.
- Developed and hosted webinars and training sessions
- Developed and hosted 7 webinars
- For new users, taught about features that they could use in their workflow, so they know if the platform is right for them.
- For existing users, taught them other features they could be using, so they can continue using the platform, and not look elsewhere for their needs.
- Here are the webinars I hosted, from newest to oldest (not including training sessions, and the Q&A is cut for the privacy of the attendees): Enumerator management, Implicit association tests, New security settings, Case management, Web forms, Overview webinar (often shared with prospective users), Pre-loading data
- Developed and hosted 3 other private training sessions with paid users.
- Hosted 3 internal training sessions with fellow team members to review key features
- Performed dozens of other training sessions with fellow team members
- Wrote updated 38-page training materials
- Provided resources to ensure users can learn on their own by writing support articles.
- Wrote and published 57 support articles. Most of them can be found in a search, but here are some of my favorites:
- Created over 160 sample workflows to demonstrate features of our platform, including most of the ones in this folder.
- Ensured user retention by having clear guides on how to use specific features.
- Shortened support times by having prepared articles that explain how to resolve issues.
- Developed Python scripts for data analysis
- Developed 23 Python scripts and packages for data analysis.
- Used REST APIs to retrieve data, such as from Zendesk.
- Compiled and generated new CSV data files for data analysis.
- Examples include churn analysis (finding how often organizations would sign up for our services before ending their subscription), average number of responses per support ticket (so we know how many tries it typically takes to fix an issue), how often we link to certain pages in support articles (so we know which topics require more explanation), and more.
- Look for possible issues in our platform, and report them as needed.
- Found and reported 79 issues to Jira.
- Found and recorded simplest steps to reproduce, so it is easy to test and check if it is resolved.
- Ensured issues could be fixed before new releases are made public, making the platform as clean as possible.
- Answered questions and completed workflows for team members.
- Was the go-to person to answer technical questions.
- Assisted sales and other teams.
- Ensured potential users knew that we offered the features they were looking for.
- Ensured teamwork and collaboration by answering quickly and enthusiastically.
- Reviewed work by colleagues to help perfect their work.
- Reviewed and added suggestions to dozens of documentation, articles, and blog post drafts.
- Often added over a dozen suggestions per page.
- Touched-up, perfected language, and made more clear.
LANConnect Systems, Inc
- First line of defense in fixing computer issues.
- Worked on about 8 client-created tickets per day.
- Fixed issues briefly yet thoroughly.
- Ensured clients were all set, so even though I was not brief, it did not seem like I was rushing them.
- Address remote management and monitoring issues (RMMs).
- These are tickets created automatically whenever an issue is detected, such as a client’s computer running low on storage.
- Completed about 30 per day.
- Used to be 100s of open RMMs at a time, I brought it down to dozens, or even fewer than 5 at times.
- I was so efficient at addressing these tickets, that when I went on vacation, other technicians, including those who had been in the job much longer than I had, wondered how I was able to complete so much, and complete tickets faster than they could be created.
- Addressed issues before clients could notice them, preventing future errors.
- Ensure clients know we are not just waiting for their calls, but actively monitoring their systems.
- Set up protections and networks.
- Perform other tasks around the office.
- I get bored doing nothing, so when I was caught up on my other work, I would ask for other tasks, such as cleaning or organizing.
- Learn new services to ensure computer upkeep.
Best Buy
- Sold home theater systems to customers.
- Customers walk in expecting to spend about $500, and they would walk away with $2,000 worth of products and services, and they would be happy about it.
- Sold over $1,000,000 in first year, despite starting half-way through the year.
- Came in 2nd of 300 sales associates in holiday quarter, winning Best Buy’s Achievers award.
- Asked thorough questions to find the customer’s needs, and find the solution that works well for them.
- Jumped to the next sale as soon as another customer is ready to be helped.
- Rotated through other store areas to fill gaps in service.
- Helped in departments that were busy and lacking sales associates to help.
- Handed customer over to sales associates in that department when they became available, to ensure keeping good relations with team members.
- Completed acclaimed Best Buy Sales Induction Program, learning important sales techniques.