Experience

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  Verizon wireless

  Jan 1997 - Jan 2001

  Technical support analyst

  Provided internal Technical Support for Proprietary Software, Hardware and Telecom services. Worked closely with management to make the team the first point of contact for all internal issues with the highest customer satisfaction.

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  Cardinal health

  Jan 2001 - Oct 2005

  Technical support analyst

  Provided software support and training for proprietary applications across multiple locations.Led nationwide software rollouts, ensuring smooth transitions and workflow efficiency.

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  Unisys

  Nov 2005 - Dec 2006

  Pc technician

  Provided onsite PC Hardware maintenance for nearly ¼ of Ohio

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  Lunalea ventures, llc

  Oct 2006 - now

  Owner/founder

  LunaLea Ventures is a freelance technical consulting and content creation business specializing in software testing, quality assurance (QA), and AI-driven solutions. With a focus on problem-solving, process optimization, and technical documentation, LunaLea Ventures helps businesses enhance workflow efficiency, product stability, and customer experiences.Key Services & Expertise:🔹 Software Testing & QA – Providing detailed bug reports, root cause analysis, and usability feedback to improve product performance.🔹 Technical Support & Troubleshooting – Assisting clients with software issues, workflow optimization, and customer service solutions.🔹 AI & Automation Consulting – Utilizing AI-driven tools to enhance research, content creation, and business processes.🔹 Technical Documentation & Knowledge Management – Creating clear, user-friendly documentation, including knowledge bases and Wiki-style content.🔹 Financial & Business Operations – Managing accounts payable/receivable, contractor payments, and operational strategy.At LunaLea Ventures, the goal is to help businesses optimize their technology, enhance customer interactions, and improve operational efficiency through expert testing, support, and AI-driven insights. Show less

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  Time warner cable

  Jan 2008 - Aug 2009

  Customer service representative

  Manage all incoming calls for customers for Hardware, Service and Billing issues.

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  Sylvan learning

  Jan 2023 - Jul 2024

  Technical support specialist

  At Sylvan Learning, I provided technical support for 1,800+ learning centers nationwide, ensuring seamless operation of their educational platforms. My role involved troubleshooting complex software issues, managing high-volume inquiries, and optimizing workflows to improve efficiency and customer satisfaction.Key Achievements:✔ Maintained a 98%+ customer satisfaction rate, consistently delivering high-quality support.✔ Managed 20% of all incoming tickets, exceeding the standard workload of 14.25% per agent while maintaining accuracy and efficiency.✔ Reduced ticket resolution time by 25% through root cause analysis, process improvements, and proactive troubleshooting.✔ Led training sessions for new hires, improving onboarding efficiency and increasing team productivity.✔ Collaborated with development teams to report software bugs and suggest workflow optimizations, leading to enhanced system performance.✔ Utilized Zendesk for ticketing, escalation management, and performance tracking.This role honed my technical problem-solving, customer communication, and process improvement skills, reinforcing my passion for helping users navigate technology seamlessly. Show less