Work History
Carbonite an Opentext Company
- Senior Product Support Specialist
- December 2013 to Current
As a level three support representative my primary job is to troubleshoot software for the Carbonite Safe product line, which is a collection of SMB/C backup software. I am also a liaison between support and engineering through the Jira ticketing system and project management meetings. Solutions may involve alterations in SQL data, Windows registry, Active Directory, Hyper V, Exchange. As I prefer to be efficient, I typically use CLI for repeatable tasks.
In addition to these responsibilities, I am a subject matter expert on all products, providing training to new representatives and conducting upskill training. I also offer live internal assistance, write support documentation, and create new content. As part of my commitment to process improvement, I conduct product testing and analyze processes for opportunities to improve efficiency.
Notable Achievements:
- Traveled to Jamacia to launch a new support center
- Crafted scripts for Mac and Windows to use on remote sessions
- High profile case work:
- Legal cases
- Fortune 500 companies
- International clients
- Famous clients
O'Reilly Auto Parts
- Sales Associate
- October 2012 to December 2013
Merchandising products while maintaining a clean and safe environment. As I was the only employee comfortable with technology, I became the local technician for the store.
Additionally, I provided support for Lexmark all-in-one printers and the Linux operating system. I traveled to other stores to train staff on better organization of local parts.
Notable Achievements:
- Top in sales consistently
Walmart
- Department Manager
- August 2010 to October 2012
I was responsible for managing three departments with four employees. My duties included ensuring that products were ordered, stored, and presented in a proper manner, completing employee assessments and coaching, and merchandising products according to home office layout. I also played a key role in hiring new employees and aiding surrounding areas when needed. Communication with the overnight team was essential to ensure the merchandising plans stayed consistent.
Notable Achievements:
- Safety Team Leader