Westwood College-Los Angeles

Technical Support Engineer, Payments Team at Recurly

Skills: Ruby on Rails · Python (Programming Language) · .NET Framework · JavaScript

Recurly

Lead Technical Support Engineer

Senior Technical Support Engineer

Technical Support Engineer, Payments Team

Zorroa is the leader in AI-driven software and services for visual search and business intelligence, blazing the trail with Visual Intelligence, combining elegant user experiences, deep learning, and data integration.

- Process documentation
- Established and set up customer support processes
- Direct customer facing engagement and troubleshooting via different mediums (email, phone, video conferencing)
- Prioritized and triaged support tickets
- Regularly reported on customer support activities
- Trained internal business and support team members on technical and role requirements
- Zendesk administration
- Google Cloud Platform administration
- Python code review and debugging
- Worked with Product, Design, and Engineering on product iteration and issue resolution

Zorroa

Customer Support Lead

I interact with Mobile Game developers and the internal business team and provide assistance with issues related but not limited to installing and integrating our SDK on multiple IDE's (XCode/Unity/Android Studio, etc) as well as our many Mediation and attribution platforms, Analytics discrepancies and more.

Support Team duties

- SDK and Integrations Testing and troubleshooting
- Direct customer contact and solution-based communication
- Mongo database administrator
- SQL Database
- Training internal business and new support team on product function
- Jira database management
- Zendesk triage and organization


Product and Project Management

- Ideation and development of internal admin tools for the
   Chartboost analytics dashboard
- Launched and maintained a ticket deflection portal for
   proactive external support for our customers
- Collaborate with the engineering and product team on product
   development to increase efficiency
- Development of User Stories
- Utilize Jira Project Management to track and oversee project &
   progress
- Schedule new projects and assign tasks to relevant team
- Lead and develop presentations showcasing new features for
   internal Business team and Customer Success

Chartboost

Technical Support Specialist/Project & Product Management

•	  Database management, migration and functionality of web and mobile platforms
•	  CMS database management 
•	  Test plan creation 
•	  Jira database administration and migration
•	  Web and mobile site design and testing 
•	  Ipad/tablet black box app testing

Clock Four

Quality Assurance Engineer

Ensured functionality of Zynga web platform through creation and use of test plans. 

Developed test plans to ensure optimal functionality of Zynga website.
		
Maintained JIRA database to organize and resolve outstanding software issues.
		
Trained the outsourced team in India on correct use and functions of the test plans.
	
Communicated effectively with Project Managers to resolve potential issues within upcoming features.
	
Created a feature for the avatar project on Zynga's new platform site.

Zynga

Quality Assurance Engineer Level II

- Artist development
 -  Creation and organization of multiple seasonal and monthly release
      schedules Product Budgeting & Marketing including use of social media platforms and e-
      mail
 - Merchandising
 - Coordination with international labels for collaborative work

A.Muse Audio (Record Label)

Owner/Operator

Assisted customers with technical issues, and facilitated product returns and
reimbursements. 
	
Diagnosed customer technical issues via web-based CRM.
	
Communicated with thousands of customers to resolve defective hardware issues. 

Travelled to various cities in the United States to facilitate in setup and breakdown
of astro gaming booth at Major League of Gaming (MLG) tournaments.

Astro Gaming

Customer Service Technician

Engaged in software testing for functionality and lead small groups of testers in
completion of test plans.          
   
Created design documents that outlined and explained in detail innovative game features
such as control schemes and game play modes.
		
Worked closely with production and artificial intelligence engineers to create balanced
game play experience by resolving AI malfunctions.

Served as a technical resource and product knowledge expert, as well as a liaison
between test group and production group.

Jason Battle