Tier 3 Support Specialist
Phoenix, United States
#OpenToWorkTechnical support professional with expertise in systems troubleshooting, Salesforce administration, and cross-functional collaboration. Seeking to advance technical skills in DevOps and cloud infrastructure while delivering exceptional customer support. Technical Skills: Platforms & Tools: Salesforce, JIRA, Confluence, Slack, Postman, Sentry, Zendesk, Auth0, Google Cloud Core Competencies: System maintenance and troubleshooting, Salesforce administration, ticketing system management, technical documentation Certifications: Google IT Support Professional, Google Cybersecurity Certificate Professional Experience: Advanced Support Representative Keap/Thryv, November 2025–Present - Verify and triage customer-reported issues and defects; document technical requirements and create prioritized JIRA tickets for development team - Monitor inbound support Slack channel to escalate critical issues and guide Tier 1 representatives through complex troubleshooting - Partner with engineering team on API integration issues, leveraging Salesforce ticketing system to ensure accurate documentation and timely resolution Technical Support Representative II Keap, August 2021 – November 2025 - Handle inbound customer calls to troubleshoot application usage issues and provide technical solutions - Document ticket progress and resolutions in Salesforce ticketing system with detailed technical notes - Resolve escalated issues from Customer Success team and management with technical expertise and efficiency - Analyze customer feedback to identify trends and communicate findings to product team - Led Guardians of the Culture initiative, planning and organizing company-wide team-building event Line Cook The Herb Box, April 2021 – August 2021 - Prepared meals to specification in high-volume kitchen environment - Maintained food safety standards and sanitary kitchen conditions - Identified and resolved operational bottlenecks to optimize service flow Kitchen Lead Mellow Mushroom Pizza Bakers, April 2018 – April 2021 - Supervised daily kitchen operations and trained staff on food safety and quality standards - Ensured compliance with health codes and industry regulations - Optimized labor scheduling and food waste management to reduce operational costs Education: Education: Associates in Science, Audio Production Technologies Phoenix College, Phoenix, August 2015 – April 2018
I’m seeking an IT support or entry-level cybersecurity role where I can apply my troubleshooting experience, technical documentation skills, and customer-focused approach while continuing to develop my skills in systems administration, cloud technologies, and security practices.
Keap/Thryv
- Verify and triage customer-reported issues and defects; document technical requirements and create prioritized JIRA tickets for development team - Monitor inbound support Slack channel to escalate critical issues and guide Tier 1 representatives through complex troubleshooting - Partner with engineering team on API integration issues, leveraging Salesforce ticketing system to ensure accurate documentation and timely resolution
Keap
- Handle inbound customer calls to troubleshoot application usage issues and provide technical solutions - Document ticket progress and resolutions in Salesforce ticketing system with detailed technical notes - Resolve escalated issues from Customer Success team and management with technical expertise and efficiency - Analyze customer feedback to identify trends and communicate findings to product team - Led Guardians of the Culture initiative, planning and organizing company-wide team-building event
The Herb Box
- Prepared meals to specification in high-volume kitchen environment - Maintained food safety standards and sanitary kitchen conditions - Identified and resolved operational bottlenecks to optimize service flow
Mellow Mushroom Pizza Bakers
- Supervised daily kitchen operations and trained staff on food safety and quality standards - Ensured compliance with health codes and industry regulations - Optimized labor scheduling and food waste management to reduce operational costs
Associates · Audio Production Technologies
Associates in Science · Audio Production Technologies
Coursera
Coursera
