Ciera Baucham

Experience

• 

  Grand Canyon University

  Feb 2017 - Apr 2017

  Technical Support Representative

  • Assisted students and staff with technical issues, focusing on software and school resources.• Provided help through phone and live chat, ensuring accurate documentation of support cases.

• 

  Grand Canyon University

  Feb 2018 - Dec 2018

  Sr. Technical Support Representative

  • Trained and mentored new hires to streamline on-boarding and improve their performance.• Assisted students and staff with technical issues, focusing on software and school resources.• Provided help through phone and live chat, ensuring accurate documentation of support cases.

• 

  Conduent

  Apr 2022 - Jul 2024

  Technical Support Advisor

  • Provided Tier 1 & 2 support for Apple services (iOS, Apple Pay, media services, AppleCare).• Resolved 85% of customer issues on the first call, including account recovery and device troubleshooting.• Escalated complex cases and communicated with engineers on unresolved issues.• Delivered technical assistance via phone and email, ensuring high customer satisfaction.

• 

  Georgia Gwinnett College

  Aug 2024 - now

  Student Assistant - Visual Program and Tutorial Developer (NSF-HSI)

  • Develop visual modules (animations, games) to teach programming concepts (e.g., loops, methods).• Convert Processing-based games into p5.js, enabling web-based demos for wider accessibility and enhanced user engagement.• Record lecture videos and guide students through developing the coding projects.• Teach lessons in ITEC-2140 classes and assist in evaluating module effectiveness.• Collect and analyze data on the modules’ effectiveness in teaching programming concepts.