employment history...

11/25 - Present
Customer Reliability Engineer III - GitHub, Inc., a subsidiary of Microsoft Corporation

• Primary responsibilities include working with a specific list of clients to ensure their experience of GitHub is a smooth one. This is accomplished through:
• Engaging in regular cadence calls with customers (weekly, every other week, monthly)
• Writing monthly reports about each account, based on cadence calls, emails, tickets, and Slack interactions
• Reviewing each customer's instance (GitHub Enterprise Server) or enterprise (GitHub Enterprise Cloud) every quarter and writing a detailed Health Check
• Reviewing Health Checks written by colleagues
• Researching questions asked by customers and collaborating with colleagues to offer customers solid advice with regards to their GitHub use
• Opening issues and commenting on PRs to advocate for customers to the Engineering Department
• Aiding customers with upgrade paths and any issues encountered during upgrades
• Additional responsibilities include, but are not limited to:
• Participating in the on-call rotation, during which Customer Reliability Engineers and Support Engineers work together to action any urgent tickets, regardless of support tier
• Participation in Quarterly Business Reviews for each customer
• Monitoring alerts to do with customer monorepos and liaising as needed with the client and Engineering

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
• Write code snippets as needed for various customers
• 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