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Senior Cusutomer Support Engineer with Computer Science Education

Tacoma, WA
(253)226-5057

Agora.io

Santa Clara, CA (Remote)

Senior Customer Support Engineer

January 2022 - Present

Providing Tier 2 technical support for Agora.io's products, specializing in complex troubleshooting and issue resolution to ensure customer satisfaction. Collaborating with engineering, product, and sales teams to address technical challenges and improve product features based on customer feedback. Building and maintaining strong relationships with key clients, providing personalized support, and ensuring a high level of service quality. Mentoring new team members on Agora.io's technology stack and customer support best practices, enhancing team efficiency and knowledge. Triage of critical incidents, including coordination of rapid response teams, to minimize downtime and impact on customer operations. Played a key role in quality assurance testing for new features and updates, ensuring they meet customer needs and performance standards.

Zoetis US

Union City, CA (Remote)

Tier II Technical Support Specialist

September 2021- December 2021

Connectivity team member, focused on providing e-mail and phone customer support for clients experiencing issues with veterinary medical devices and solving network issues remotely. Responsible for maintaining and updating the company’s Salesforce database of customers including device serial numbers, model version, and software versions currently in use to provide opportunities for sales as well as improving customer experience. Liaison between general technical support and tier III/IV engineering teams.

Hawaii Information Service

Honolulu, HI (Remote)

Technical / Customer Support

July 2021 - September 2021

Providing phone and e-mail support for customers using the MLS platform, county tax record database, or web-hosting service. Responsibilities include creating customer support logs and submitting to Salesforce for company alignment, using JIRA to create bug tickets as well as QA testing for product releases, as well as building knowledge base pages in Confluence. The wide variety of troubleshooting issues requires great customer communication skills, in-depth desktop support knowledge, and a willingness to explore creative solutions to the problem.

Manoa Botanicalls LLC

Honolulu, HI (Remote)

Information Technology Specialist

October 2020 - April 2021

Management of Information-Technology structure including software, devices, and network. Supports network and physical security of all facilities. Analysis and recommendations to develop future IT needs including implementation and maintenance of enterprise software solutions. Responsible for researching new technology solutions with an emphasis on system integration. Additionally ad hoc information gathering and applying data science to define key performance indicators.

Vievu

Seattle, WA

Technical Support Analyst

March 2017 - July 2017

Developed company testing plan for Quality Assurance of hardware and trained new employees to the process. Day-to-day management and troubleshooting of hardware Quality Assurance team. Improved metrics associated with quality and yields. Created quality processes to facilitate release of new product design. Phone and e-mail support for triage of customer issues related to police body cameras and associated software.

Record360

SEattle, WA

Customer Support Engineer
FEBRUARY 2016 – December 2017

Technical troubleshooting for the development team, provided in-depth customer support, and triage of issues.  Developed test-plan for all Android, iOS, and SDK product releases, responsible for Quality Assurance approval of any application updates.  Programmed JSON frameworks for customer work-flows, improvements to custom configurations provided new verticals for sales department.  Successful TRUSTe privacy policy certification audit.

MicroConnex

Snoqualmie, WA

Quality Control Team LEad
March 2015 – November 2015

Facilitated training of new Quality Control employees in inspection, blueprint interpretation, and quality processes. Designed procedures to improve multiple facets of flexible circuit card manufacture, ranging from Laser drilling consistency to a more robust fine-line photolithography process. Programmed and operated View Systems Automated Optical Inspection system. Successful ISO:13845 Medical Device Manufacturer certification audit.

Applications Engineer
May 2013 - March 2015

Keystone project lead designing entire manufacturing cycle of a $+200,000 a year flexible medical device product line. Performed and interpreted experiments to quantify the flexural strength of an advanced ceramic substrate and determine critical load capacity of a flexible circuit before and after laser machining to control the component material and adhesive combinations. Reviewed customer designs to identify potential cost reductions, workflow optimizations, and causes for failure.

Methods & Process Specialist
June 2012 – May 2013

Team lead responsible for design and development of enterprise-wide SQL database software. Implemented a barcoding system that allowed for real time shop-floor job tracking, process metrics, and employee performance data at individual manufacturing cell levels. Additionally, company paper use was reduced by transitioning to a purely electronic work instruction format.

Quality Assurance Inspector
November 2011 – June 2012

Final quality control authority on all parts processed. Responsible for incoming material inspection before release to production. Reduction in overall return rate from customers. Provided detailed failure analysis to engineering for prototype and production accounts.

EDUCATION

University of Hawaii at Manoa - B.S.

Honolulu, hi
September 2019 - current

Studying toward a Bachelor of Science degree, bulk of software development classes thus far have been in Java.

Green River Community College - A.A.S.

Auburn, WA
September 2017 – May 2019

Mathematics, Physics, and Computer Programming using C++ and Java were main focus of classes.

CodeFellows

Seattle, WA
September 2015 – January 2016

Studied object oriented software programming.  Focus on front-end web development, HTML/CSS, and JavaScript.
 

SKILLS

• Complex problem solving

• Cross-Functional team player

• Statistically driven testing and metrics

• All levels of support, customer – engineering

• Agile Project Management

• LEAN/6 Sigma

• Communication/Leadership Training

VOLUNTEERING

ExtraLife.org

• Video-game live streaming for charity

Seattle Children's Hospital 2015 - 2016 / 2018 - 2019

American Foundation for Suicide Prevention

• Photographer, Out of the Darkness Walk

 Seattle 2015 / Tacoma 2015

Northwest Harvest

• Thanksgiving food basket construction/sorting

Snoqualmie WA 2014

YMCA of Tacoma/Pierce County

• Day-Camp Counselor

 Summers ’94 – ‘02

PROGRAMMING

LANGUAGES

• HTML5

• CSS

• JavaScript

• C#

• Python

• C++

• Java