Experience

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  Gambieni's restaurant

  Sept 2011 - Nov 2011

  Waiter

  - Waited and bussed tables.- Maintaining stock levels and restocking items where necessary.- Completed end-of-day cash process timely and precisely.- Did what I could to make the customer experience a pleasant one.

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  Marriott international

  Jan 2012 - Jun 2012

  Customer support representative - german

  - Took ownership of general customer queries and provided support via the phone. - Assisted customers with scheduling holidays in both resorts and hotels, taking overdue and maintenance-related payments and doing customer outreach when they had not yet made use of their timeshare.- Mentored new hires through shadowing, and acted as a point of contact for tool and process-related questions.

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  Big fish

  Jun 2012 - Sept 2013

  Tier 1 customer support associate - german

  - Supported customers with technical and billing issues in English and German via email and chat. - Exceeded expectations in closure and CSAT targets. - Mentored new hires through shadowing, and being a point of contact for the duration of their probation. - Created templates for new technical and promotional issues in an effort to support my team in responding to customers in an efficient and consistent manner.

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  Compucal calibration solutions

  Oct 2013 - Oct 2016

  Helpdesk lead

  Helpdesk Lead- Implemented a helpdesk solution, including a self-service portal and revised support processes.- Created technical and promotional content for the self-service portal including technical articles, guides, newsletters, and videos. - Trained and mentored staff and clients on products and support procedures. - Took ownership of technical issues and provided support via email, phone and remote screen sharing, coordinating with developers where required.Software Developer- Researched, developed and brought to market an installer written in VB.NET for on-premise installations of the product and silent installs of required third-party software for improved UX. - Managed lifecycle of individual customer-facing web applications backed by Microsoft SQL Server databases hosted on Microsoft IIS.- Maintenance of ModX and WordPress-based company websites. QA Tester- Creation, execution and review of System Test Cases based on Functional Design Specifications.- Coordinated with developers on new feature requirements. - Deployed and maintained test environments using Microsoft Hyper-V and VMware vSphere. Show less

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  Voxpro

  Jan 2017 - Dec 2017

  Google technical support specialist - german

  - Took ownership of technical issues and provided support via email, phone and remote screen sharing.- Exceeded expectations in closure and CSAT targets.- Troubleshooting issues by utilising HAR captures and other network logging mechanisms. - Reproduced customer-reported issues using OAuth Playground and engaged engineering resources where necessary by filing bug reports.

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  Vmware

  Jan 2018 - Jan 2022

  - Ensured virtual and physical infrastructure availability in datacentres across NASA, EMEA and APAC regions.- Procurement, deployment, configuration, and decommissioning of datacenter hardware. - Scripted in Python and Bash to automate internal tasks and workflows for end-users.- Implemented software release lifecycle for an internal portal serving 3000+ Global Support staff. Led a sub-team of three to ensure testing coverage and coordinated with developers and stakeholders on release planning.- Assisted GS staff with queries and issues relating to our services through an internal ticketing system. - Worked with virtualisation products such as vCenter Server, ESXi, Cloud Director, and NSX-V. Monitoring products such as vRealize Operations and Icinga. Storage products such as Dell EMC Unity and VNX, and HPE 3Par. Show less - Implemented and drove the adoption of templates for case documentation and communication with customers. This resulted in less friction for inter-SME transfers and improved time-to-resolution due to case documentation clarity.- Advocated for new technologies and tools being developed and deployed internally, acting as a point of contact for questions and gathering user feedback.- Implemented a manual screening and case distribution process to improve time-to-resolution by having an experienced resource provide insights on new cases prior to assignment and taking individuals' workload into consideration.- Created educational materials and Bash scripts to aid peers with troubleshooting certificate issues in vCenter Server environments.- Mentoring new hires and existing team members through queue reviews and deep-dive sessions. Show less

  • Global Labs Engineer

    Aug 2020 - Jan 2022

  • Site Reliability Engineer

    May 2020 - Aug 2020

  • Technical Support Engineer Level 2 - German

    Feb 2019 - May 2020

  • Technical Support Engineer - German

    Jan 2018 - Jan 2019
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  Soracom

  Jan 2022 - now

  Customer reliability engineer

  - Programmed CLI applications and scripts in Python and Bash.- Worked with AWS technologies such as DynamoDB and Lambda to build and enhance integrations used by support staff.- High-level planning and discussion on the objectives of the support team such as hiring goals, self-service strategy, content management, and general CX. - Implemented several processes and workflows to better align the global support team behind agreed-upon objectives.- Took ownership of customer queries and provided support via Zendesk and Slack, escalating with senior stakeholders and engineering directly as required.- Exceeded CSAT target. Show less