I have had a variety of experience ranging from a trainer/management role at American Diabetes Association to networking, hardware, and software support in larger corporate environments. Even at small startups, I was driven to help support both clients and in-house office staff while wearing multiple hats around the office. I am dedicated to providing technical, consultative, or creative support to clients big or small. 

Other Skills

  • A/V setup and configuraton / construction -- Airship Victoria
  • DJ -- House / Trance / Breakbeat / Mash-Ups / Drum & Bass
  • Home PC/Mac troubleshooting, networking, building, installation, and repair
  • HTML/CSS freelance e-mail & website design -- simple, effective w3c compliant pages

Work History

Work History
Nov 2010 - Present

Customer Support Specialist

  • Phone sales, online sales support, liaison/sales support for Good Vibes store and BlissBox UK store
  • Technical support for Video on Demand -- Mac, PC, iPhone, Droid (Windows Streaming Media, mp4, Windows Download DRM Media, DivX)
  • Researching chargebacks, following up with merchants on chargebacks.
  • Fraudulent account activity research, credit card processing
Dec 2009 - Jul 2010

Customer Care Specialist (Tech I)


Supporting over 3,000 clients for a SaaS company that leads the industry in dental / autoshop / salon communication systems.

  • Supporting clients via phone, e-mail, and online chat. Creating cases in Salesforce and escalating bugs/issues to Tech II / Engineering
  • Helping clients with HTML e-mail newsletter/promotion campaigns
  • Deploying D3 (patient/customer communication system) to auto shops and dental offices
  • Working closely with Tech I and Tech II for timely resolution of issues and following up with clients to get feedback and feature requests
Dec 2008 - Jul 2009

Customer Support Representative


While at VisualCV I helped a number of customers with our application, and was always ready to give lightning-fast responses and thorough answers whenever I could. While I wasn't doing customer support I did a number of tasks such as:

  • Created custom HTML e-mails from Marketing team drafts to be send out via mass e-mailer such as MailerMailer
  • Provided HTML/CSS updates for the corporate website
  • Manual Blackbox QA testing on development site across multiple browsers / operating systems
  • System Administrative tasks such as e-mail maintenance, cabling, PC troubleshooting
  • Recorded help tickets in Unfuddle and did follow ups for customer tickets which may still have been unresolved
May 2008 - Dec 2008

Management Analyst / NOC Support


Supported enterprise-level databases, hosting servers, and backups for over 200 companies in NOC environment. Dealt with monitoring and troubleshooting SAN libraries, backups, VPN, and Oracle DBs. 1st line of support for any network outages relating to BearingPoint network, or VPN.

  • Experience with solving troubletickets in a timely manner, or escalating to off-site engineer
  • Troubleshooting errors involving robotic database library and/or NetBackUp
  • Making sure all backups run with no error, rotating tapes in case of backup error or failure
Sep 2006 - May 2008

Jr. Systems Administrator / IT Help Desk


eStara (now part of ATG) is a huge leader in click-to-call and click-to-chat technologies. I provided mostly in-house and colo server support working closely with the CTO, system engineers, and NOC staff

  • Troubleshooting and replacing hardware for Fedora Core production servers
  • Cisco VOIP phone setup
  • VMWare server basics & image creation
  • Error checking on data center call servers
  • Basic SIP call flow diagnostics
  • Configuring and maintaining local servers (NAS, mail, DHCP, etc)
  • Blackberry configuration and troubleshooting



Adobe Photoshop CS5


*BSD/Linux (various distributions)

Tools used: git, svn, bash, Apache webserver, MySQL

Microsoft Windows XP/Vista/7

Applications used: Microsoft Office suite (Word, Excel, Access, Visio), Internet Explorer, Active Directory, Windows Media Player

Mac OS X

Applications used: TextMate, git, svn, bash, Adobe Photoshop CS5, VMWare Fusion, Audacity, Ableton Live