About
Dynamic technical support leader with over a decade of experience optimizing workflows and mentoring teams to drive customer success in complex enterprise technology environments. Expert in delivering top-tier Tier 2 support for TLS/SSL, APIs, and multi-OS platforms, consistently achieving CSAT scores above 9/10. Proven ability to implement scalable solutions, including training over 10 new hires and reducing response times by 25% using Salesforce and JIRA.
Work
Virgin Town
|Technology Specialist
Virgin, UT, US
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Summary
Manages and maintains the town's official website, administers CMS, and collaborates with departments to enhance digital services and manage third-party relations.
Highlights
Managed and maintained the town's official website, ensuring up-to-date content and seamless functionality to meet diverse community needs.
Administered the content management system (CMS), successfully integrating new features such as interactive mapping and online facility reservations to improve citizen access and engagement.
Collaborated with multiple town departments to gather information, troubleshoot issues, and managed third-party service provider relations, streamlining operations and technical support.
DigiCert, Inc.
|Technical Support Engineer
St. George, UT, US
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Summary
Led Tier 2 technical support for complex enterprise environments, consistently exceeding customer satisfaction benchmarks and driving operational efficiency.
Highlights
Led Tier 2 technical support for intricate TLS/SSL and CertCentral API issues, consistently achieving customer satisfaction (CSAT) scores above 9/10.
Resolved complex SSL/TLS installation and configuration problems across diverse enterprise environments, including web servers, firewalls, load balancers, Linux, Windows, and macOS.
Managed and closed a high volume of technical support cases using Salesforce and JIRA, implementing text-expansion tools (PhraseExpress, Espanso) that reduced response times by 25%.
Designed and led comprehensive 4-week onboarding programs, successfully training over 10 new technical support engineers within a 2-year period, enhancing team capabilities and scalability.
Self-Employed
|Web Developer
Logan, UT, US
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Summary
Developed and managed custom full-stack e-commerce solutions for diverse clients, encompassing front-end design and back-end database integration.
Highlights
Developed and deployed custom e-commerce websites for multiple companies, leveraging PHP, MySQL, and WordPress to meet diverse business requirements.
Executed full-stack web development, translating Photoshop designs into responsive front-end interfaces and integrating robust back-end database solutions.
Managed online storefronts and inventory systems using leading e-commerce platforms like Magento and custom-built solutions, ensuring seamless operations.
Utah State University
|Programmer/Analyst
Logan, UT, US
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Summary
Provided programming solutions and collaborated with teams to resolve system issues, improving user experiences and maintaining university websites.
Highlights
Provided programming solutions and collaborated with cross-functional teams to resolve complex system issues, significantly improving user experiences.
Developed and maintained multiple university e-commerce websites, ensuring high availability and optimal performance for online services.
Princeton Technology Corporation
|Technical Writer
Taipei, Taiwan, Taiwan (Province of China)
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Summary
Authored clear, user-focused technical documentation, enhancing communication for customer-facing roles.
Highlights
Authored clear, user-focused technical documentation, translating complex information into accessible content and refining communication strategies for customer-facing teams.
Miconi Tile
|Retail Sales/Office Manager
Logan, UT, US
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Summary
Managed retail operations, including sales transactions, inventory control, and customer relations, ensuring a professional showroom environment.
Highlights
Processed cash register transactions and managed comprehensive inventory control using specialized tracking software, minimizing discrepancies.
Maintained impeccable showroom presentation and cleanliness, cultivating a professional and inviting environment for customers.
Provided professional and friendly assistance to customers and contractors, fostering positive relationships and enhancing service quality.
International Programming & Systems Inc.
|Web Developer
Walnut Creek, CA, US
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Summary
Maintained and enhanced back-end systems for a web-based mortgage application and collaborated on code integration.
Highlights
Maintained and enhanced critical back-end systems for a web-based mortgage application, leveraging ASP/MS-SQL stack for robust performance.
Collaborated effectively with team members to coordinate code integration and ensure timely delivery of project deadlines.
Internet.com
|Content Writer/Editor
Hurricane, UT, US
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Summary
Managed editorial workflow, authored tech reviews, and guided a writing team to ensure timely publication of quality content.
Highlights
Managed editorial workflow and consistently met content deadlines, ensuring quality control for all published software reviews and tech trend analysis.
Authored and edited technology information and software reviews, providing guidance to a small writing team and preparing content for timely publication.
Languages
Spanish
Fluent
Mandarin
Conversational
Certificates
CompTIA Network+
Issued By
CompTIA
CompTIA Security+
Issued By
CompTIA
CompTIA A+
Issued By
CompTIA
DigiCert CertCentral Professional
Issued By
DigiCert, Inc.
DigiCert TLS/SSL Professional
Issued By
DigiCert, Inc.
Skills
Languages & Web Technologies
HTML5, CSS3, JavaScript, PHP, SQL, MS-SQL, PSQL, MySQL.
Platforms & Tools
WordPress, Photoshop, Git/GitHub, Salesforce, JIRA, Linux, Windows, MacOS.
Technical Expertise
SSL/TLS & Digital Trust, API Integration (REST), CMS Administration, Responsive Design, Root Cause Troubleshooting, Network+.
Soft Skills
Customer Support Leadership, Team Training & Mentoring, Process Optimization, Knowledge Base Development, Technical Writing.