Resume
Professional Experience
Janus Ai | 2024 - Present
Customer Success Specialist
Provide tier 2 customer support, addressing complex technical issues and collaborating with cross-functional teams to identify solutions, ensuring customer satisfaction and reducing support requests.
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Analyze customer health metrics to identify patterns, proactively suggest improvements, and optimize platform performance, ensuring a seamless experience for users.
Serve as a liaison between customers and technical teams, ensuring alignment on product enhancements and effective resolution of issues impacting customer success.
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Develop and maintain detailed documentation on customer issues and resolutions, improving knowledge sharing and reducing future escalations.
Procore Technologies | 2018 - 2024
Integration Engineer
Acted as a primary point of contact for technical support, resolving complex issues related to SaaS integrations and utilizing JIRA for efficient ticket management.
Collaborated with customers, sales teams, and engineering to ensure alignment on technical requirements and resolve escalated issues promptly.
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Diagnosed integration issues and provided actionable solutions to improve functionality and engagement.
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Developed and maintained Ruby and JavaScript applications for third-party integrations, enhancing system functionality and customer engagement.
Technical Team Lead
Oversaw resolution of over 1500 technical issues, managing a cross-functional team to close technical problems efficiently.
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Revitalized Agile ceremonies and managed a large JIRA backlog, improving team productivity and achieving a 97% success rate for project milestones.
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Implemented new reporting methods to enhance visibility into project milestones and issue resolution, improving team morale and performance.
Software Engineer
Developed customer-facing features in collaboration with product teams, boosting user engagement and satisfaction.
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Streamlined scheduling and translation processes, reducing delays and improving efficiency, speeding up translation times from 2 weeks to 2 days.
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Integrated a large SaaS platform with a new content management system, reducing customer wait times.
Enova Internaional | 2016 - 2018
Software Engineer
Redesigned high-traffic forms to improve user experience and conversion rates by 5%.
Optimized customer decision workflows, speeding up processing times and improving underwriting clarity.
Redefined service architecture for credit report pulls, reducing latency and improving service efficiency.
US Army National Guard | 2008 - 2014
Public Affairs Specialist
Enhanced local media engagement and public perception through strategic
communication.
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Trained command-level officers and unit reporters in media communication
techniques.
Developed content release guidelines and maintained operational security
standards for safe communications.
Education
2025 - 2027
Bachelor of Science | Western Governors University
I am currently pursuing a Bachelor of Science in Data Analytics at Western Governors University, where I am sharpening my ability to transform complex data into actionable insights. This program fuels my passion for continuous learning and innovation, allowing me to blend technical skills with strategic analysis to drive meaningful impact in the tech industry.
2016
Full Stack Web Development
Through intensive, hands-on training, I developed robust skills in Ruby on Rails, JavaScript, HTML/CSS, and agile development practices. This unique combination of technical expertise and military experience enables students to approach challenges with precision and resilience, driving continuous improvement and success in dynamic tech environments.
Skills & Expertise
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Technology Support, Customer Success Management, Data Analysis & Metrics
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Management, Technical Issue Resolution, Process Improvement, Cross-functional
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Collaboration, Stakeholder Communication, Agile Methodology & Project
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Management, Zendesk, Jira, PowerBI, ServiceNow, Root Cause Analysis, Change
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Management, Product Adoption & Utilization