Manager Technical Support at LogMeIn

August 2017 - Present (LogMeIn acquired Jive in April 2018)

• Manage work load for Tier 3 Support Engineers in North and Central America
• Meet with Product Owners during launch of new and relaunch of revamped products
• Learn, test, and train team of advanced support engineers on new releases
• Inspect and identify errors in the API integration that Jive provides to its customers
• Provide coachings and disciplinary action for local and remote employees

Tier 3 Technical Support at Jive Communications

November 2016 - August 2017

• Assist Enterprise and other high priority accounts with their VoIP solution
• Diagnose, troubleshoot and resolve urgent network and platform issues
• Use knowledge of WAN and LAN technologies to help optimize customer’s VoIP experience
• Inspect and identify errors in the API integration that Jive provides to its customers
• Configure SOHO and Enterprise grade equipment to be shipped out to customers

Technical Support T1/T2 at Jive Communications

March 2016 - November 2016

• Assist customers with the setup and features of the Cloud PBX that Jive Implements for VoIP Service
• Basic network diagnosis to resolve SIP registration, provisioning, and call quality issues
• Handle escalated calls and assist with retention efforts
• Troubleshoot, identify and teach others about the integrations Jive provides

Brigham Young University

Bachelors of Science in Exercise Science

Graduating class of 2013

Available Upon Request