Knowledge, Skills, and Abilities

Soft Skills

  • High­ly eth­i­cal
  • Empa­thet­ic
  • Patient
  • Clear com­mu­ni­ca­tor
  • Team play­er
  • Unflap­pable, with a calm­ing pres­ence
  • Extreme­ly pos­i­tive
  • Flex­i­ble
  • Fast learn­er, and eager to learn
  • Close­ly atten­tive

Experience

  • Tech­ni­cal Cus­tomer Sup­port (Desk­side, phone, email, chat, social)
  • Writ­ing (Doc­u­men­ta­tion, blog posts, email tem­plates, etc.)
  • QA (Win­dows, Mac, HP-UX, Web-based)

Technical Abilities

  • Win­dows, OS X, Lin­ux
  • iOS, Android
  • Asana, Jira, Trel­lo
  • iPhoto/Photos, Snag­It, GIMP
  • Git/GitHub
  • HTML5, CSS, Word­Press
  • SQL (MySQL)
  • JavaScript, Python, Ruby
  • EDI (Tele­com)

Employment History

Senior Tech­ni­cal Advi­sor at Apple, Inc., 2014 to Present
Hired in April 2014 as a tier one phone Mac advi­sor. Moved to chat sup­port in June and back to the phones for iOS sup­port in Decem­ber. Pro­mot­ed to tier two iOS advi­sor in June 2015, then to tier two Mac+ advi­sor in Decem­ber.

  • Achieved 100% cus­tomer sat­is­fac­tion rat­ings while main­tain­ing excel­lent call han­dle times over mul­ti­ple report­ing peri­ods
  • Sup­port Mac com­put­ers, OS X (10.6.8 and up), iOS devices (iPhones, iPads, iPod Touch), and Apple Watch
  • Sup­port iTunes and iCloud on Mac and Win­dows
  • Sup­port Pages, Num­bers, Keynote, Photos/iPhoto, iMovie, Garage­Band, and third-par­ty appli­ca­tions for any­thing affect­ing instal­la­tion, launch­ing of the appli­ca­tions, and unin­stal­la­tion
  • Take calls at tier two lev­el or guide tier one advi­sors as to how to pro­ceed if they need help
  • Typ­i­cal calls esca­lat­ed to tier two involve encryp­tion, data loss or cor­rup­tion, pass­words and cer­tifi­cates, data migra­tion, back­up prob­lems, net­work­ing issues, adware, and Ter­mi­nal com­mands
  • Esca­late cas­es to engi­neer­ing staff if they can­not be resolved imme­di­ate­ly, then work with the engi­neers and the cus­tomer until the case is brought to a sat­is­fac­to­ry res­o­lu­tion
  • Take all calls requir­ing esca­la­tion to a super­vi­sor
  • Assist in men­tor­ing new advi­sors
  • Serve as scribe for team meet­ings and set up team wiki space

Sup­port Maven at Owl Insights, 2016 to 2017
Pro­vide remote sup­port to inter­nal and exter­nal clients of health­care start­up via phone and email. (Con­trac­tor, part-time)

  • Worked with MySQL tables and web inter­face to health­care app to resolve client issues
  • Cre­at­ed HTML help files for sys­tem using BBE­d­it and updat­ed using Git via GitHub
  • Record­ed instruc­tion­al videos for help sys­tem using Snag­it and uploaded using GitHub and FTP
  • Cre­at­ed help doc­u­ments on the fly as need­ed, such as check­lists and FAQs
  • Used JIRA and Asana to track projects
  • Researched chat solu­tions for inte­gra­tion into prod­uct

Free­lance Con­sul­tant, 1990 to 2013
I was a full-time con­sul­tant for sev­er­al years, but have main­tained my con­sult­ing prac­tice at a reduced lev­el when employed by oth­er firms. I pro­vide a range of ser­vices to indi­vid­u­als and small busi­ness­es includ­ing inter­net pres­ence con­sult­ing and devel­op­ment, deter­mi­na­tion of soft­ware and hard­ware needs, and train­ing cus­tomers on var­i­ous hard­ware and soft­ware prod­ucts. In the past I also built sys­tems to spec­i­fi­ca­tions.

Per­son­al Tech­nol­o­gy Expert, Support.com — 2013 to 2014
Pro­vid­ed remote sup­port to cus­tomers of com­pa­nies includ­ing Com­cast, Office Depot, Office Max, Radio Shack, and Sta­ples.

  • Achieved excel­lent call han­dle times while main­tain­ing high cus­tomer sat­is­fac­tion rat­ings
  • Iden­ti­fied and resolved any issue pre­vent­ing con­nec­tion to the inter­net or wire­less net­works (com­put­ers, smart­phones, tablets, game sys­tems, e-read­ers, print­ers, media devices, routers, etc.)
  • Ana­lyzed and fixed prob­lems with Win­dows and OS X sys­tems and appli­ca­tions
  • Diag­nosed and removed mal­ware on Win­dows and OS X sys­tems
  • Pin­point­ed hard­ware issues and rec­om­mend path for res­o­lu­tion
  • Con­fig­ured new com­put­ers for cus­tomers or opti­mized exist­ing sys­tems
  • Explained tech­nolo­gies to cus­tomers using non-tech­ni­cal terms so that they might bet­ter use their hard­ware and soft­ware or under­stand what need­ed to be done to resolve their issues

Stay-at-Home Mother/Home Tech­ni­cal Guru — 2000 to 2012

  • Home­schooled daugh­ter from fourth grade through high school grad­u­a­tion.
    • Served as pri­ma­ry instruc­tor
    • Devel­oped cur­ricu­lum
    • Coor­di­nat­ed addi­tion­al instruc­tion
    • Main­tained port­fo­lio and oth­er records to doc­u­ment progress
    • Daugh­ter con­sis­tent­ly scored in 98th per­centile on stan­dard­ized tests and grad­u­at­ed from the Uni­ver­si­ty of Nebras­ka at Oma­ha with hon­ors
  • Man­aged house­hold of five
    • Devel­oped and bal­anced bud­get
    • Acquired sup­plies and mon­i­tored inven­to­ry
    • Kept all fam­i­ly records and man­aged cor­re­spon­dence
    • Man­aged house­hold tasks, assign­ing them to fam­i­ly mem­bers by by capa­bil­i­ty and avail­abil­i­ty
    • Gam­i­fied tasks in order to gen­er­ate more inter­est from and appeal to chil­dren
  • Cre­at­ed and main­tained mul­ti­ple web sites
    • Used HTML/XML, CSS, Word­Press, Medi­aWi­ki, JavaScript, PHP and CGI
    • Exper­i­ment­ed with Dru­pal, Joom­la and Gallery
    • Wrote con­tent for six sites in addi­tion to tech­ni­cal admin­is­tra­tion
    • Served as web­mas­ter for the oth­er sites and nev­er had a secu­ri­ty breach or expe­ri­enced any data loss
  • Set up and main­tained home net­work and mul­ti­ple desk­top and lap­top PCs, uti­liz­ing Red Hat Lin­ux, Sam­ba, var­i­ous ver­sions of Win­dows, and lat­er Win­dows 200x serv­er
  • Kept very old and new com­put­ers run­ning dif­fer­ent oper­at­ing sys­tems work­ing prop­er­ly, com­mu­ni­cat­ing with each oth­er and the inter­net and avoid­ed mal­ware infec­tion and oth­er secu­ri­ty issues.
  • Set up and sup­port­ed iOS gad­gets, Android smart­phones, Palm PDAs and oth­er devices as need­ed to keep the fam­i­ly in touch with each oth­er and the world
  • Peri­od­i­cal­ly eval­u­at­ed group­ware solu­tions avail­able to home users and pub­lished web site arti­cles report­ing results

QA Ana­lyst, DART­mail project, Dou­bleClick, Inc. — 1999 to 2000
DART­Mail was an opt-in email mar­ket­ing sys­tem which allowed adver­tis­ers to man­age their mail­ing lists, mea­sure response to ads, and tar­get mes­sages to con­sumers based on their expressed pref­er­ences.

  • Cre­at­ed and exe­cut­ed test plans
  • Per­formed web-based test­ing of user inter­face using mul­ti­ple browsers and plat­forms to check authen­ti­ca­tion and all links, forms, etc. through each step of devel­op­ment
  • Did email-based test­ing of sub­scrip­tion and response sys­tems
  • Ran load tests
  • Used SQL to pop­u­late and test data­bas­es
  • Used pro­pri­etary data­base to track issues

Lead QA Analyst/Documentation Spe­cial­ist, GE Infor­ma­tion Systems/ASI Ser­vices, Inc., Atlanta, Geor­gia — 1999
Clear­ing­house Project — GEIS act­ed as a sub­con­trac­tor to Tel­cor­dia to devel­op a sys­tem for pro­cess­ing order­ing and pro­vi­sion­ing trans­ac­tions between Sprint and eight local tele­phone com­pa­nies. The project involved EDI and var­i­ous pro­pri­etary data for­mats on HP-UX servers as well as Ora­cle and GEIS’ prod­ucts Enter­prise Sys­tem (an e-com­merce gate­way), EDI Appli­ca­tion Inte­gra­tor, and EDI Express. I was trained in the use of Segue Silk Suite but we did not use it for the project.
Hired as junior tester, pro­mot­ed two days lat­er to test lead for the project.

  • Wrote .ksh scripts to auto­mate test­ing
  • Per­formed some SQL queries for test­ing and test­ed web-based and Win­dows inter­faces
  • Cre­at­ed, doc­u­ment­ed and imple­ment­ed test­ing pro­ce­dures, plans and cas­es from cus­tomer require­ment, tech­ni­cal spec­i­fi­ca­tion and local tele­phone com­pa­ny order­ing guide­line doc­u­ments for inte­gra­tion, func­tion­al and regres­sion tests
  • Wrote test­ing pro­ce­dures man­u­al used by test­ing team
  • Cre­at­ed project sched­ules and man­aged test­ing resources in MS Project
  • Tracked issues in pro­pri­etary data­base
  • Recruit­ed, trained and super­vised testers
  • Act­ed as liai­son to Sprint, Tel­cor­dia, local tele­phone com­pa­nies and sev­er­al teams of devel­op­ers

IT Spe­cial­ist, DataS­can Tech­nolo­gies, Inc. — 1998 to 1999

  • Installed, con­fig­ured and main­tained hard­ware (servers, work­sta­tions and relat­ed periph­er­als) and soft­ware
  • Pro­vid­ed inter­nal sup­port for 100 to 150 end users on Win­dows, MS Office, and oth­er appli­ca­tions
  • Doc­u­ment­ed pro­ce­dures and cre­at­ed train­ing mate­ri­als for staff mem­bers
  • Devel­oped Lotus Notes data­base to doc­u­ment sup­port and trou­bleshoot­ing pro­ce­dures
  • Back­up admin­is­tra­tor for NT 4, Cit­rix Win­Frame, Net­ware 3.x and 4.x, Lotus Notes 4.6, and BSDI servers and Fujit­su phone switch and voice mail sys­tem
  • Oth­er duties includ­ed MIS pur­chas­ing and act­ing as pri­ma­ry con­tact for T1 and ISDN ser­vice providers

Man­ag­er, Support/Information Tech­nol­o­gy, Rel­e­van­t­Knowl­edge, Inc. — 1997
Orig­i­nal­ly hired to cre­ate and man­age tech­ni­cal sup­port depart­ment, but soft­ware wasn’t ever devel­oped to the point that there was any­thing to sup­port, so I end­ed up doing oth­er work, instead.

  • Test­ed inter­net-relat­ed soft­ware in Win­dows envi­ron­ment and worked with soft­ware devel­op­ment team pro­vid­ing feed­back on soft­ware design and qual­i­ty con­trol
  • Doc­u­ment­ed soft­ware and wrote mate­ri­als for end users and clients
  • Pro­vid­ed all inter­nal train­ing and sup­port for busi­ness oper­a­tions per­son­nel
  • Cre­at­ed train­ing mate­ri­als sup­plied via intranet
  • Set stan­dards and pro­cured soft­ware and hard­ware
  • Installed and con­fig­ured work­sta­tion and LAN soft­ware and hard­ware (mixed Win95 and Win­NT envi­ron­ment, with some Solaris servers)
  • Pri­ma­ry con­tact for T1 provider (BBN­Plan­et)

Tech­ni­cal Writer/Technical Sup­port Super­vi­sor, Mind­Spring Enter­pris­es, Inc. — 1995 to 1996
Hired as a Tele­phone Sup­port Rep­re­sen­ta­tive in Sep­tem­ber 1995; pro­mot­ed to Super­vi­sor in Octo­ber 1995; and pro­mot­ed to addi­tion­al duties as Tech­ni­cal Writer in Jan­u­ary 1996.

  • Researched and devel­oped writ­ten train­ing and ref­er­ence resources for cus­tomers and tech­ni­cians, deliv­ered in both tra­di­tion­al print­ed and online (email, news­group and web) for­mats
  • Involved in devel­op­ment of exten­sive knowl­edge data­base for intranet.
  • Test­ed new ver­sions of soft­ware pack­age for Win­dows users, track­ing defects and work­ing with devel­op­ers to resolve prob­lems
  • Test­ed web-based appli­ca­tions devel­oped inter­nal­ly for use by sup­port per­son­nel
  • Pro­vid­ed sup­port for any issue on Mac­in­tosh or Win­dows com­put­ers that could impact use of the customer’s Mind­Spring account via phone, email and news­groups
  • Supervised/mentored tech­ni­cians and assist­ed in recruit­ing and train­ing new tech­ni­cians

Volunteer Experience

Tech­nol­o­gy Coach, Blue­hair Tech­nol­o­gy — 2014 to 2017
Helped seniors learn to use their mobile devices and oth­er tech­nol­o­gy, as well as with under­stand­ing Face­book and oth­er social net­works, Inter­net safe­ty, using online bank­ing or ride hail­ing ser­vices, and so on. Also updat­ed Word­Press site and Face­book group with events as need­ed.

Ani­mal Fos­ter Home, Life­Line Ani­mal Project — 2013 to 2016

  • Pro­vid­ed a lov­ing home to cats who would oth­er­wise live in the shel­ter
  • Helped pre­pare kit­tens for their for­ev­er homes by social­iz­ing them, giv­ing them plen­ty of love, and get­ting them used to being han­dled gen­tly

IT Advi­sor to Board of Direc­tors, Grants to You — 2012 to 2014
Liai­son to web­mas­ter and web host. Respon­si­ble for iden­ti­fy­ing issues with web site, report­ing them to web­mas­ter, and track­ing them until resolved. Assist­ed in recruit­ing new web­mas­ter. Also mem­ber of New Busi­ness Mod­el Com­mit­tee.

Exec­u­tive Vice President/Webmaster, Work­ing to Halt Online Abuse — 1998 to 2005
WHOA assists peo­ple who are being harassed online and works to increase aware­ness of inter­net safe­ty issues in the gen­er­al pub­lic and among law enforce­ment per­son­nel and leg­is­la­tors.

  • Served on the Board of Direc­tors. Helped cre­ate poli­cies and pro­ce­dures for the orga­ni­za­tion
  • Ana­lyzed sta­tis­tics col­lect­ed from cas­es for 2000 and 2001 and cre­ate annu­al reports based on them
  • Fea­tured as an Inter­net Secu­ri­ty expert dur­ing inter­views with 20/20 Down­town, Oprah, The Net, WSB News, .Net, The Site, USA Today, US News & World Report, AP, and oth­er tele­vised and print media
  • Devel­oped and main­tained web site at http://www.haltabuse.org/ (cre­at­ed the design and wrote much of the con­tent that is still on the site)
  • Con­sult­ed with law enforce­ment per­son­nel on spe­cif­ic cas­es and trained them to trace mes­sages them­selves
  • As an Inter­net Safe­ty Advo­cate (1998 to 2000), worked with peo­ple expe­ri­enc­ing harass­ment, traced email and news­groups mes­sages and locat­ed the email or web source to whom to com­plain and con­tact­ed those par­ties on the vic­tims’ behalf when appro­pri­ate
  • Advised the vic­tims on how to avoid fur­ther harass­ment as much as pos­si­ble

Safe­ty Coor­di­na­tor, Freecy­cle Net­work — 2004 to 2005
Freecy­cle is a net­work of local groups bring­ing peo­ple with still-use­ful items to get rid of togeth­er with neigh­bors who need or want those items. The net­work keeps many tons of usable goods out of land­fills all over the world.

  • Began vol­un­teer­ing with Freecy­cle as a local lis­town­er in 2004, then became the first New Group Approver for Geor­gia before mov­ing on to the Safe­ty Coor­di­na­tor posi­tion, which was cre­at­ed for me
  • Devel­oped safe­ty poli­cies and assist­ed Freecy­cle per­son­nel with any prob­lems that arose
  • Served on Advi­so­ry Board to Pres­i­dent with oth­er lead­ers

Troop Leader, Girl Scouts of the USA — 2001 to 2003
Co-leader of Rain­bow troop, girls from about 5 up to late teens. Planned and facil­i­tat­ed meet­ings and troop events (with help from teens), with age-appro­pri­ate activ­i­ties for each lev­el.

Education

Three years of cred­its towards a B.S. in Tech­ni­cal and Pro­fes­sion­al Communications/Management at Devry Uni­ver­si­ty Online and South­ern Poly­tech­nic State Uni­ver­si­ty. Cur­rent­ly using RMOTR, FreeCode­Camp, CodeA­cad­e­my, Lynda.com, Cours­era, EdX, and oth­er resources to con­tin­ue edu­ca­tion.