Katrina McDonagh

Experience

• 

  UC San Diego

  Dec 2019 - Sept 2022

  Customer Information Associate

  - Improved department processes by enhancing the university’s knowledge base of 50+ articles on ServiceNow’s support center and the office’s FAQ for viewing by customers and employees alike, to alleviate inquiry volume and allow for easier cross-functional collaboration across university divisions - Decreased customer onboarding issues by educating them about the university’s online billing system TritonPay and managing email correspondence through CRM systems (Salesforce and ServiceNow) and phone inquiries through online desk application TalkDesk, averaging 50+ inquiries a day- Operated within a central administrative office responsible for the comprehensive distribution of information to a student body of 35,000+, as well as parents and thousands of faculty- Leveraged Excel to automate data analysis and streamline reporting processes, gaining invaluable customer-facing resolution techniques and honing analytical skills daily- Engaged in weekly status meetings with senior management to provide detailed progress reports, discuss technical challenges, and collaborate towards organizational objectives- Instructed and mentored new hires in their onboarding process as an experienced team member Show less

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  ReaPer

  Jan 2023 - Oct 2023

  Software Engineer

  - Produced a developer tool extension operating in the Javascript runtime environment to provide application render times and provide virtual DOM tree at each instance of a rerender, to assist in the performance analysis of React applications within the browser which avoids disrupting the developer workflow- Built out the developer tool view with React components integrated with Chart.js and React Flow libraries, providing a comprehensive and intuitive visual representation of render data and the virtual DOM for an optimized user experience- Utilized Chrome Extension API for message passing to listen for and respond to events from the browser in background scripts, interact with the user’s DOM with content scripts, and access React Fiber nodes through injected scripts- Designed the UI with Sass which streamlined CSS styling to increase productivity by efficiently modularizing the codebase into organized and reusable chunks for future app iterations and facilitate cross-browser compatibility- Implemented Jest for unit testing of the integral functionality that traverses the virtual DOM tree, to facilitate ease of debugging and minimize unintended side effects due to continuing codebase development- Open source product developed under tech accelerator OS Labs- Created meticulous technical user documentation for the product, which is a browser developer tool created by a squad of software engineers to assist other engineers in analyzing their app performance - Collaborated with a self-organized scrum team to write educational articles on Medium.com promoting and informing potential users about the product’s functionality and inspire future iterations Show less