Experienced Professional

Customer Success and Operations professional with 15+ years of experience partnering with customers, technical teams, and business stakeholders to improve service delivery, resolve complex technical issues, and optimize operational workflows. Experienced translating customer needs into actionable solutions, identifying process improvements, documenting technical workflows, leading cross-functional initiatives, and supporting enterprise-scale technology platforms.

Known for quickly mastering new systems, improving customer outcomes through data-driven decision making, and building trusted partnerships across engineering, operations, and leadership teams. Proven player-coach who mentors and develops technical teams while remaining hands-on with content quality, style consistency, and cross-functional partnership. Recognized for serving as the bridge between engineering, product, and customer-impact functions. Extensive knowledge of HR Services and policies, prior to leadership positions was a union steward, allowing me to service the employees and needs of the business in a fair and effective manner.

Skills

• Agile Methodology

• Computer Science

• Cybersecurity

• End-User Training

• Information Technology

• Mac OS

• Microsoft OS

• Network Administration

• Network Configuration

• VMware

• Linux

• Adobe Creative Suite

• Final Cut Pro

• Canva

• Python

• Customer Service

• Technical Writing

• Technical Project

• Management

• Technical Support

• Technical Writing & Documentation

• Information Architecture

• Team Leadership, Mentorship & Coaching

• Style Guide Development

• Customer Onboarding & Enablement

• Translating Complex Technical Concepts

• SDLC & Release Coordination

• Audience Empathy & Customer Advocacy

• Visual Storytelling

• Customer Success

• Customer Experience

• Customer Journey

• Customer Advocacy

• Implementation Support

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I am a dynamic candidate who thrives in fast-paced environments and is passionate about transforming ideas into impactful products. A creative problem-solver with a track record of driving results and collaborating across teams, I am the team member you want for your team. Contact me now so we can discuss how I can be an asset to your team..

Highlights

• Workflow Optimization

• Customer Documentation

• Knowledge Base Development

• Product Operations

• Workflow Validation

• Issue Reproduction

• Root Cause Analysis

• Bug Documentation

• Product Feedback

• Feature Validation

• Release Readiness

• Cross-functional Collaboration

• Stakeholder Management

• Technical Documentation

• Process Improvement

• Operational Excellence

• Requirements Analysis

• Business Process Mapping

• Continuous Improvement

• Change Management

• Splunk

• Figma

• Canva

• Microsoft Office

• Google Workspace

• Adobe Creative Suite

• Technical Troubleshooting

• AI Tools

• Data Analysis

• Tableau

• Database/SQL Queries

• CRM System

• Documentation & Authoring: Markdown, Confluence, Google Workspace, Microsoft Office Suite, Style Guide Authoring, Editorial QA

• Visual & Diagrams: Adobe Creative Suite (Photoshop, Illustrator, InDesign, Premiere), Workflow Diagrams, Info Design

• Technical Foundations: TCP/IP, BGP, OSPF, Cisco Networking, API & SDK Concepts,

• Platforms & Analytics: Splunk, Finesse, Tableau, Microsoft Excel (Pivot Tables), KPI Dashboards, Content Performance Reporting

• Emerging Technologies: Artificial Intelligence, Prompt Engineering, Microsoft Azure (AI Focus,

• Process: Agile-style cross-functional collaboration, Continuous Improvement, SDLC Awareness, Docs-Adjacent Workflows