employment history...

03/22 - 03/25
Support Engineer - GitLab, Inc.

Supported self-managed (on-premises) and GitLab.com (SaaS) customers primarily via Zendesk tickets
Reviewed logs from self-managed customers or through a Kibana interface for Elasticsearch (for SaaS customers)
Was part of the Customer Emergency On-Call (CEOC) rotation, engaging with customers whose instances were down, primarily through video conferencing
Edited and updated documentation
Opened issues/added comments to advocate for customer needs
Collaborated with colleagues in synchronous pairing sessions and asynchronously in area-of-interest "pods" and general help channels
Reviewed and graded take-home assessments by applicants for the Support Engineer role
Assisted colleagues with survey construction and interpretation of results

10/20 - 03/22
Technical Account Manager III - GoDaddy, Inc., as a result of GoDaddy acquiring SkyVerge

Provided customer & technical support for customers with regards to the SkyVerge WooCommerce plugins in English and French (and occasionally Italian)
Troubleshot and diagnosed potential software bugs reported by customers
Replicated issues on localhost and on staging to validate reports
Answered presales questions from prospects for WooCommerce plugins
Logged customer feedback
Occasionally validated or corrected user-submitted translations and open pull-requests for merging into the plugins
Liaised with the WooCommerce team for customer billing/subscription issues
Wrote PHP code snippets as time permitted
Updated public and internal documentation as needed
Helped train new team members
Headed the charge of a successful effort to review almost 1200 conversations in Q12021, including documenting process, tracking reviews and assignments for 14 people
Reviewed support conversations from the WooCommerce support team

May - August, 2021
Participated in a 3-month Support Engineer Training program

Responsible for the escalated engineering queue, along with my fellow trainees
Work with first-line support to guide them in their conversations when they need assistance
Hosting occasional internal workshops and Q&A sessions with the larger support team
Review various bugs in different SkyVerge plugins for WooCommerce and create and push bug fixes

Wrote and pushed the fix in version 2.11.1 of the WooCommerce Elavon Converge Gateway plugin
Wrote and pushed the fix and related tweak in version 1.13.1 of the WooCommerce AvaTax plugin

Snippet: Send only revenue (not including taxes) to Google Analytics, for use with the WooCommerce Google Analytics Pro plugin
Snippet: Show 0 stars and a call to action if a product has no reviews, for use with the WooCommerce Product Reviews Pro plugin
Snippet: Adds a new WooCommerce Twilio message variable for use with WooCommerce Delivery Slots, for use with the WooCommerce Twilio SMS Notifications plugin

Document various processes, including the bug fix process to better align the Support Engineering team with the development team

06/17 - 10/20
Customer Support Specialist - SkyVerge, Inc. (until GoDaddy's acquisition of SkyVerge)

Split time doing customer support for customers with regards to the SkyVerge WooCommerce plugins and the Jilt email marketing service, in English and French (and occasionally Italian)
Diagnosed potential software bugs reported by customers
Replicated issues on localhost and on staging to validate reports
Answered presales questions from prospects for both WooCommerce plugins and the Jilt service
Logged detailed customer feedback in the Clubhouse app
Opened and edited GitHub issues to report bugs and other strange behaviours
Occasionally validated or corrected user-submitted translations and open pull-requests for merging into the plugins
Translated various saved responses and the occasional SkyVerge webpage from English to French
Liaised with the WooCommerce team for customer billing/subscription issues
Liaised with other third-party developer teams as needed
Wrote PHP code snippets as time permits
Updated public-facing documentation as needed
Was in charge of an effort to increase the internal knowledge base and successfully oversaw the addition of several hundred new entries to the internal knowledge base across two quarters
Helped train new team members, including draft review and conversation review as well as advising and directing them in terms of next steps

08/15 - 10/16
Head of Customer Success - Vanilla Forums, Inc.

Hired, on-boarded, trained and managed new Customer Success Managers
Created and documented Customer Success processes
Organized annual contract renewals
Participated in extended management meetings, liaising with the executive team as well as fellow managers
Other responsibilities as per the Customer Success Manager item below
Client list included: Microsoft Hololens, Electronic Arts, SEGA (Relic and Creative Assembly studios), Adobe, Oculus Rift, Capital One, Edmunds, Procter & Gamble, Zenimax, Under Armour Connected Fitness (My Fitness Pal), Hearst Publishing UK, Zynga, Callaway Golf, College Confidential, Yahoo! Developer Network, Plex, Penny Arcade and more.
Total number of clients for the team exceeded 150, totaling more than $200,000 in monthly recurring revenue

07/14 - 08/15
Customer Success Manager - Vanilla Forums, Inc.

On-boarded and trained new high-end clients on the platform
Advised clients on how to best moderate, manage and grow their communities
Supported clients with basic technical support and liaised with developers to solve issues
Presented at the monthly staff meeting
Billed, refunded, credited and cancelled various accounts as needed
Liaised with clients for other departments, such as Marketing for casestudy purposes or Operations for mass-migration purposes
Total number of clients exceeded 100, totaling more than $100,000 in monthly recurring revenue

11/09 - 11/13
Webmaster - Studio Technique

Converted PSD files into usable webpages, as well as overall website upkeep and maintenance
Created blogs and set up forums for animation students to share their homework assignments with each other and the artistic director

05/08 - 09/09
French-Language Community Moderator - Mzinga, Inc.

Provided online moderation, customer service and basic technical support to French-speaking users with regards to Microsoft Office Live Workspace
Translated various technical solutions from English to French and translated user suggestions from French to English during the beta phase of the product

09/97 - 09/01
Chatting Online Guide - About.com, Inc.

Wrote over 100 chat-related articles
Sent bi-weekly newsletters to over 11,000 subscribers
Moderated the three busiest chatrooms on the About network
Managed a team of up to ten chatroom assistants
Responded to user emails daily
Optimized pages for search engines
Consistently ranked within the top 10% traffic of all sites on the network from June of 1998 until Setepmber of 2001

education...

04/25-06/25
Intro to Python
- Concordia University, Continuing Education

09/16 - 03/18
Diploma in Web Programming
- Concordia University, Continuing Education

May 2012
Bachelor of Arts, Specialization Sociology
- Concordia University

01/03 - 04/03
Certificate in Graphics Applications in Desktop Publishing
- Concordia University, Continuing Education

09/94 - 05/96
Social Science Program
- Dawson College

09/83 - 06/94
Grades 1-11
- Miss Edgar's and Miss Cramp's School