Resume

Support Engineer

Aug 2025 — Present · Remote

Investigate support issues through logs, client meetings, and engineering tickets.

• Review logs in Elastic and Grafana.
• Meet with clients about support issues.
• Document bugs and create engineering tickets.

Worked day to day in Elastic and Grafana.

Client Success Advocate (Tier III)

Sep 2022 — Aug 2025 · 2 yr 11 mo · Remote

Supported finance, fundraising, and accounting software for nonprofit clients.

• Investigated discrepancies across financial reports, journal entries, data exports, and fundraising records.
• Reproduced software errors and prepared documented escalations for engineering, payment services, and database administrators.
• Helped clients troubleshoot credit-card and EFT payment errors and coordinated with payment processors.
• Led training refreshers and software walkthroughs over Zoom.
• Participated in a rotating emergency-phone schedule to provide clients with access to support around the clock.

Senior Advisor (AppleCare)

Sep 2020 — Oct 2021 · 1 yr 1 mo · Remote

Handled AppleCare technical support for consumers, enterprises, and institutions.

• Supported iOS, macOS, wireless multimedia, and watchOS devices.
• Sent engineering teams detailed bug reports about widespread issues and outages.
• Guided enterprise and institutional customers through Mobile Device Management issues.
• Followed up with clients and engineering teams until ongoing issues were resolved.

At-Home Advisor (iOS, Mac, Wireless Multimedia)

Jun 2020 — Sep 2020 · 3 mo · Remote

Provided consumer support across Apple's iOS, Mac, and wireless multimedia products.

• Cross-trained across departments after consistently exceeding KPI standards.
• Troubleshot iPhones, iPads, Macs, and AirPort devices.
• Guided customers through troubleshooting and arranged Genius Bar appointments when in-person help was needed.
• Routed cases to the appropriate specialist department when necessary.

At-Home Advisor (iOS)

Mar 2020 — Jun 2020 · 3 mo · Remote

Helped consumers troubleshoot iPhones and iPads.

• Provided technical support for iOS devices.
• Consistently met KPI standards.
• Escalated cases to the appropriate department when needed.
• Referred customers for in-person Apple Store support and arranged repair appointments.

Technical Recruiter

Apr 2018 — Mar 2020 · 1 yr 11 mo · Remote

Supported technical recruiting from job postings through interviews and onboarding.

• Published job advertisements and maintained job postings on the company's WordPress site.
• Tracked applicants in CareerBuilder's ATS and Hire by Google.
• Screened applications and conducted initial phone interviews.
• Conducted video interviews and communicated hiring decisions after consulting the Recruiting Coordinator.
• Coordinated new-hire paperwork, reviewed background checks, and maintained onboarding records for the Training Department.

Tier 2 Technical Specialist

May 2016 — Apr 2018 · 1 yr 11 mo · Remote

Handled escalated SaaS support and trained customers and Tier 1 agents.

• Provided technical support over live chat and telephone.
• Assisted Tier 1 representatives with issues arising during or after customer interactions.
• Led training sessions for Tier 1 agents and group training sessions for customers.
• Used screen sharing to guide clients through escalated cases.
• Routed issues to engineering, sales, and other teams for resolution.

Technical Specialist

Dec 2013 — May 2016 · 2 yr 5 mo · Remote

Provided SaaS technical support and maintained customer-facing help content.

• Supported customers over live chat and telephone.
• Consistently maintained the service levels required for white glove support.
• Helped keep the customer-facing knowledge base current.

Technical Support Representative

Dec 2013 — May 2016 · 2 yr 5 mo · Remote

Troubleshot consumer telecommunications issues over the phone.

• Investigated whether problems originated on external lines, in modems or routers, or outside the support team's scope.
• Arranged field-technician appointments when needed.
• Routed customers to billing, retention, or higher-level support as appropriate.

Customer Account Executive

Jan 2011 — Mar 2013 · 2 yr 2 mo · Remote

Helped telecommunications customers with billing, accounts, and additional services.

• Resolved billing and account questions.
• Referred customers to technical support, retention, and other departments as needed.
• Added services to customers' accounts when needed.