May 2022 - Present
Senior Executive Support Technician
Alteryx
-
Founded and led the Executive Support function, streamlining IT support operations for global C-Suite executives, SVPs, VPs, administrative assistants, and legal teams.
-
Provided white-glove technical support for critical live events such as earnings calls, investor briefings, global meetings, and board meetings.
-
Managed MS Exchange administration and provided technical support for both Mac and Windows hardware and software.
-
Supported conference room AV solutions (Crestron, Zoom, Teams), including managing builds for new and existing office conference systems.
-
Implemented and supported JAMF for Mac and Windows management systems.
-
Increased my team’s overall NPS by 20% through improved support processes and team coordination.
-
Achieved a 100% Net Promoter Score (NPS) during tenure, leading the IT team in customer satisfaction.
-
Developed Standard Operating Procedures (SOPs) for over a dozen event types across eight global offices, ensuring consistent and efficient IT support.
-
Developed and executed a comprehensive onboarding SOP for C-Suite Executives, SVP’s and VP’s, facilitating seamless transitions for both external hires and internal promotions.
Sep 2020 - May 2022
Lead Device Specialist and Client Feedback Expert
Invoy
-
Led the Technical Support and Client Feedback portion of the Client Experience team, ensuring all reported application and device issues were documented, investigated, and resolved within SLA deadlines.
-
Gathered and synthesized client feedback into actionable tickets for feature requests, bug fixes, and general improvements, resulting in direct changes to the platform.
-
Founded this role, defining job scope, metrics, SLA goals, and Standard Operating Procedures, which enabled support for over three times the number of clients.
-
Hosted User Studies to collect critical clinical research data for new acetone detection chemistry batches and collaborated with software and hardware development teams to prioritize features based on user feedback and common issues.
-
Developed client outreach strategies to understand client preferences and expectations, working with clients to troubleshoot, triage, and permanently fix bugs, glitches, and hardware malfunctions in the Invoy app and device.
-
Acted as a liaison with software and hardware teams to investigate and resolve client-reported bugs and problems, presenting feature requests for the Invoy app and proprietary portals based on client feedback.
-
Collaborated with the graphic and UX teams to produce clear, concise, and engaging instructional videos for clients.
Sep 2019 - Sep 2020
IT Technician at Uber's Advanced Technology Group
Milestone Tech
-
Provided first-class, in-person, troubleshooting for the employees in the Uber ATG Pier 70 office Administered remote troubleshooting for employees located in Uber ATG Pittsburgh offices.
-
Worked in Jira to address all tickets submitted to the IT queue.
-
Managed the complete lifecycle of confidential computer assets, ensuring secure tracking of location, owners, and retainment of sensitive information.
-
Troubleshot hardware and software of MacOS, Windows, and Linux computers.
-
Built desktop towers for Engineers and Developers to process large data sets, and imaged, provisioned.
-
Deployed Mac, Windows, and Linux computers.
-
Provided network troubleshooting and triaging of the internal ATG network.
-
Responded to all AV requests for community events or conference room issues.
-
Worked in Active Directory to manage the correct permissions group and status of employees.
Nov 2018 - Sep 2019
Technical Expert
Apple
-
Provided prompt and effective hands-on technical support for iOS and MacOS devices, consistently resolving customer issues.
-
Diagnosed complex software and hardware problems with passion and empathy.
-
Managed multiple customers and issues simultaneously to streamline the assistance experience.
-
Performed physical repairs on iOS devices, including replacing displays, batteries, speakers, and vibration motors.
-
Trained new hires to effectively triage and assist customers.
May 2018 - Sep 2018
'Human-Computer Interaction' Course Co-Instructor
San Francisco State University
-
Taught the design, implementation, evaluation, and testing of user interfaces on various devices to a class of 49 students
-
Emphasized practical user interface design principles and the best practices involving team design, development and evaluation of user intensive software projects
-
Explained modern User-centered Design Processes, tools, and frameworks
Aug 2017 - May 2018
'Intro to Computer Science' Course Instructor
San Francisco State University
-
Led a course that reinforced the concepts that early computer science majors learn
-
Taught a class of 15 individuals crucial computer science principles
-
Broke down hard concepts into manageable and easy to learn sections that help enhance the students understanding of computer science and programming as a whole
Aug 2017 - Dec 2017
UI/ UX Design Intern
Mopezi.com
-
Assisted the development and management team in creating a cohesive design language for Mopezi.com.
-
Created high fidelity mockups using Sketch in order to solve user persona's problems and communicate a better user experience for their new, social shopping site
-
Completed competitive analyses of other social shopping sites that allowed me to make more informed design decisions
-
My work and research helped the company make more appropriate design decisions moving forward after my departure. This led to a more streamlined desktop product
May 2017 - Sep 2017
UI/ UX Design Intern for yourdoctorsnutra.com
Fitness Innovative Technologies
-
Led the redesign of yourdoctorsnutra.com, an online pharmaceutical retail shop
-
Utilized User-centered design principles, low to high fidelity mockups, and creative problem-solving to improve the experience that clients have when visiting the site.
-
Documented my changes and explained the design choices to the management team
-
Conducted a full audit of the old website to rank the significance and importance of each individual page
-
Unfortunately, the project was put on hold and my designs were unused :(
Aug 2017 - May 2018
Resident Assistant
San Francisco State University
-
Provided educational programs and paraprofessional counseling for a residence hall of 40 college students
-
Managed various administrative duties including maintenance requests, incident reports, and room transfers.
-
Advised residents on personal and academic issues
Education
2014 - 2018
Bachelor of Science:
Computer Science
Certifications
-
Apple Certified iOS Repair Technician
-
Apple Device Support Certification
-
JAMF Certified Associate
-
Google UX Design Professional
Skills & Expertise
IT Expertise
-
Apple Certified iOS Hardware Repair Technician
-
Troubleshooting MacOS, Windows, Linux
-
Troubleshooting Android and iOS
-
Experienced in handling and repairing delicate electrical components
-
Jira/ Jira Service Desk
-
ServiceNow
-
Building Custom Computers
-
Imaging/ Provisioning Computers
-
Managing Active Directory
-
Managing Microsoft Exchange
-
JAMF Management for MacOS
-
Network Troubleshooting
-
AV/ Conference Room Support
Operations
-
Exceptional Customer Experience
-
Supporting High-level Executives
-
Working in fast-paced, high-pressure scenarios
-
Troubleshooting live event AV
-
Project Management
-
Team Building/ Leading
-
Developer Relations
-
Asset Management
Development​
-
HTML
-
CSS
-
Currently Learning: Swift/ Swift UI
UX Design
-
Figma
-
Sketch, Invision, Adobe XD
-
Adobe Illustrator
-
Web Design
-
Wireframing UI’s
-
Developing User Personas
-
Prototyping UI’s
-
Low and High Fidelity Mockups
-
OmniGraffle
-
Synthesizing User Feedback
-
Conducting User Studies
For Fun
-
Video Production
-
Video Editing (Adobe Premiere)
-
Photography
-
Photo editing