Experiential Layers

Technical Support Engineer

March 2025 - Present

At Zendesk, where I have served as a Technical Support Engineer since March 2025, I have been responsible for engineering and maintaining complex multi-vendor, multi-platform SaaS solutions to ensure high availability and seamless system integration. I regularly utilize HTML, JSON, and RESTful APIs to troubleshoot integration issues, streamline diagnostic workflows, and verify root causes with efficiency. My role involves analyzing DataDog and internal logs to resolve a broad range of issues, including email delivery failures, API performance bottlenecks, application usage anomalies, multi-factor authentication (MFA) complications, and automation workflow challenges. I have also developed vendor-specific conditional logic to automate workflows and enforce SLAs, which helps significantly improve operational efficiency and minimize manual effort. Additionally, I contribute to the enhancement of AI tools designed to improve vendor help center request handling and accelerate resolution times. My responsibilities extend to training vendors in statistical analysis methods using data from messaging platforms, AI tools, phone systems, and social media channels to fine-tune their support strategies. I also assist vendors in implementing essential email authentication protocols such as SPF, DKIM, and DMARC to strengthen email security and ensure reliable deliverability.

IT Helpdesk Agent

August 2024 - March 2025

In my role, I provided Level 1 and Level 2 technical support to internal end users, ensuring timely resolution of technical issues. I logged and tracked support requests using the Zoho Helpdesk ticketing system and played a key role in initiating the internal IT knowledge base, authoring over 100 reference articles for FMG employees. My responsibilities also included assisting with user onboarding and device procurement, as well as offering live technical support through remote access tools. I educated users on a wide range of software platforms including JumpCloud, Hubspot, RingCentral, Aircall, Chargebee, Miro, Notion, Slack, and Absorb. Additionally, I spearheaded the development of spin-up and spin-down procedures for managing user access.

Project Manager

March 2024 - September 2024

I spearheaded the planning and execution of over 25 website development projects simultaneously for a wide range of clients, ensuring each project met its objectives, stayed within budget, and was delivered on time. Leading cross-functional teams of designers, developers, and content creators, I fostered collaboration and cohesion to consistently deliver high-quality websites that exceeded client expectations. I maintained proactive communication with clients to gather requirements, provide timely updates, and incorporate feedback, creating a smooth and transparent project experience. Additionally, I facilitated stakeholder meetings, workshops, and presentations to resolve issues and align project goals with client needs, strengthening relationships and encouraging repeat business. I also documented key milestones, deliverables, and decisions using tools like HubSpot to ensure thorough project records and support future knowledge sharing.

Cybersecurity Intern

May 2023 - August 2023

At MISO, I implemented an API that integrated the organization's Identity and Access Management (IAM) system with its IT ticketing system to automate the employee termination process. This initiative played a critical role in preventing potential fines exceeding $10,000 per day per violation from regulatory bodies such as FERC and NERC. I also conducted a thorough review of MISO’s compliance with NERC Critical Infrastructure Protection standards, specifically focusing on audit frequency and depth within their privileged access management (PAM) system, CyberArk. Additionally, I manually sanitized 24 PowerShell scripts by removing plaintext passwords and then used PowerShell to automate secure access to programs through CyberArk, enhancing both the security and traceability of privileged connections.

Dispatcher

December 2020 - October 2021

I managed a diverse portfolio of over 100 accounts across various industries, including utilities, healthcare, and real estate, each with distinct service needs and locations throughout the United States. My role involved coordinating and dispatching resources efficiently to address both routine requests and emergencies, ensuring timely and accurate responses. By improving internal coordination processes, I significantly boosted overall customer satisfaction, which led to positive client feedback and higher retention rates. I maintained a detailed account management system to support accurate record-keeping and smooth collaboration among team members. Additionally, I conducted regular training sessions for the dispatch team to promote continuous improvement and ensure alignment with industry best practices. I also supported 4 to 10 floor representatives per shift in gathering accurate customer information, enhancing communication and problem-solving to ensure satisfaction and long-term client retention.

Realtor

December 2018 - November 2020

I successfully negotiated and closed over 30 real estate transactions, demonstrating strong communication and persuasion skills throughout each deal. By leveraging in-depth market research and analysis, I advised clients on strategic property investments, contributing to a 7% increase in successful outcomes. I prioritized building and maintaining strong relationships with clients, taking the time to understand their unique needs and preferences, which led to a high rate of client retention and referrals. Through effective negotiation, I consistently secured favorable terms for clients, enhancing satisfaction and trust. Staying current with real estate trends through ongoing market analysis allowed me to offer clients valuable insights for informed decision-making. I also ensured full compliance with real estate regulations by carefully managing documentation and legal processes, reducing risks and facilitating smooth, efficient transactions.

Aegis Fire Controlman

March 2024 - September 2024

I led and trained a six-member team in the maintenance, troubleshooting, and operation of complex, multi-million dollar fire-control systems, including transmitters, directors, director-controllers, power conversion systems, test system computers, fire control computers, and data conversion cabinets. This leadership ensured each team member was well-versed in the relevant policies, procedures, and safety protocols. I regularly sourced essential equipment parts and troubleshooting materials from the supply department, manufacturers, and technical representatives, maintaining system readiness. My role also involved international collaboration, working closely with the Japanese, South Korean, and Australian Navies during missile launch simulations and Freedom of Navigation Operations (FONOPS) multiple times annually. As a missile system supervisor, I supported Ballistic Missile Defense (BMD) operations during three deployments, contributing to a safer maritime environment. Additionally, I partnered with the ship’s IT department to manage the secure disposal and handling of confidential information, ensuring full compliance with federal guidelines.