Work experience

• Triage Specialist

  Magnit LLC assigned at Meta Platforms

  2022.10-2024.10

  (2 years)

  • Functioned as Tier 3 Technical Support for Facebook Pages, New Pages Experience and Ads (Feed Ads, Lead Ads,IX/Collection Ads, and Video Ads) and utilized product expertise in the monitoring, investigation, troubleshooting and management of hundreds of low, medium and high priority support tickets and engineering tasks using email and internal chat, and collaborated cross-functionally with members of Tier 1 Customer Support, Tier 2 Product Support, Tier 3 Technical Support and Engineering Teams with concise communication in resolving customer support tickets. • Implemented triage protocols to prioritize and resolve 100% of all customer inquiries within 24 hours, utilizing CRM tools to track and manage high-volume requests efficiently and maintained set KPIs above 90% related to case and task management, such as response times, resolution rates, and customer satisfaction scores and provided positive business impact for Meta. • Maintained confidentiality and compliance with privacy when researching into cases and tasks involving PII of users and identified cases involving specific account restrictions (such as scams, adult content and business integrity) and communicated the cases to internal teams. • Utilized Facebook internal database Scuba for visualizing and querying data without SQL to understand further insights for specific support cases. • Collaborated with IX Engineering team from 2023-2024 with weekly meetings to understand current product bugs by collecting, categorizing and validating bugs using Google Spreadsheets thereby allowing the team to implement major bug fixes, and plan to implement areas of improvement and support for the product by continuing maintaining revenue, improving customer sentiment, fixing bugs, and implement additional logging to understand IX Ads usage. • Created a few knowledge-based documents using Google Docs that provided guidance and resolution steps for common customer issues related to Meta Ad Products.
• Support Specialist

  VentureLoop assigned at Handshake

  2022.03-2022.06

  (4 months)

  • Provided responsive and quality Help Desk and Customer Support based on company SOPʼs and cross-functionally collaborated with multiple departments and provided Email Support across Student, Employer, and Career Services queue, resolved customer tickets involving questions, bugs, product feedback, and inquiries using Zendesk. • Exceeded support metrics above 90% and responding to 10+ Emails under 10 minutes under high-pressure. • Published technical documentation, enforced user account control and ownership protocols, utilized demo and production environments and other troubleshooting tools, troubleshooted and reported software bugs using JIRA, utilized Mailgun Email API, and compiled data reports using Looker BI.
• Digital Onboarding Specialist

  City Storage Systems (also known as Cloud Kitchens)

  2021.08-2021.12

  (5 months)

  • Provided quality customer service to customers undergoing onboarding with Customer Service, Sales and Facility teams and with external partners from Grubdub, Doordash, Uber Eats and Flipdish using Salesforce, Phone and Email. • Scheduled meetings with customers to deliver important information for onboarding, configured clients Grubhub, Doordash, Uber Eats, and Flipdish web pages and coordinated with clients shipping of products to company facilities. • Configured technical integrations for customer restaurant platforms using proprietary tools within the company.
• Tech Support Analyst

  Kelly Services assigned at Crosslink Professional Tax Services

  2019.12-2020.02

  (3 months)

  • Supported management during 2020 tax season in training new tech support leads by teaching new hires the software and equipment, required important tax and banking information, and assisted during phone calls when requested and completed same duties from previous tax season with high remarks from management. • Provided responsive and quality customer service, help desk and technical support during 2019 tax season in a collaborative team-setting at a call center for individual tax preparers, small tax offices and tax service bureaus through phone, email, and remote desktop support for Crosslink tax software and provided onboarding support, user-friendly technical and problem resolution to ensure tax preparers quality usage of software for the tax filing season. • Managed 10+ phone calls daily in a high-pressure environment and provided quick resolution and escalations to tax preparers on reported issues.

Educational experience

• San Jose State University

  Informatics (concentration in Cybersecurity)

  2024.08-2025.08

  (a year)
• Colorado State University-Global

  Web Application Development

  2023.07-2023.10

  (4 months)
• University of California, Davis

  Sociocultural

  2016.09-2019.06

  (3 years)

Certificates