Technical Support Team Members
Resume:
Yssa Hill
********@*******.***
www.linkedin.com/in/yssahill/
Trust & Safety Specialist
OfferUp
May 2022 - May 2023
Conducting targeted searches to identify scam/spam item listings and accounts and moderate according to internal guidelines.
Performing detailed investigations and research on new bad actor tactics and communicating new observations and findings to the Trust and Safety Operations team.
Supporting the Trust and Safety Operations team during escalated incidents.
Deep dive analysis to identify and present observed trends related to scam/spam listings to stakeholders.
Identifying patterns and gathering data sets of accounts and items to support the efforts of the Trust and Safety Operations and Data Science teams to help maintain and improve automation performance.
Performing data analysis to determine effectiveness of existing automation rules.
Improving workflow processes, training and mentoring new team members.
Technical Support Engineer
HySecurity
Jan 2022 - Mar 2022
Troubleshooting security hardware and interfaces.
Tracking recurring issues and adding them to the knowledge base in Zendesk.
Working via call and email to diagnose issues and fix or replace products.
Order management. Performing RMAs for defective hardware.
Product Support Technician
Avalara
Jun 2021 - Nov 2021
Supporting and becoming conversant in many large tax compliance applications.
Interpreting, reproducing, and diagnosing customer problems.
Performing Root Cause Analysis.
Teaching solutions to customers and documenting them in the knowledge base.
Communicating clearly and precisely with customers in written and verbal form, maintaining accurate and timely records.
Working with members of other departments/teams to resolve product issues. Escalating issues as necessary
to meet individual and departmental case management goals.
Sr. Customer Advisor
Web.com
Nov 2018 - Feb 2020
Technical support, customer service and business services operations.
Email support tickets and escalations in a high ticket volume environment.
Evaluating and appraising domain listing submissions and onboarding new partner sellers.
Management of domain auction listings, scheduling and monitoring domain auctions, realtime auditing of domain auctions to ensure compliance.
Resolving provisioning and delivery issues related to domain name purchases.
Training and mentoring new team members.
Fraud prevention and analysis (data analysis and pattern recognition of potentially fraudulent account and bidding activity, mostly using MS SQL Server and the NameJet proprietary CRM).
Sr. Technical Support
Tucows
Jul 2015 - Oct 2018
Providing support to end users on a variety of technical and service related issues. Identifying, researching, and resolving technical problems. Documenting, tracking, and monitoring problems to ensure a timely resolution.
Utilizing analytical skills, internal databases, internet research tools, and team resources to develop technical solutions. Reproducing and reporting system issues using internal bug tracking software.
Maintaining strong call control and handling techniques with telephone calls, ticketing system and chat. Providing the appropriate level of instructions to clients with limited technical knowledge.
Keeping up to date by utilizing internal development sites, reading internal documents, and industry blogs.
Fraud prevention and analysis (data analysis and pattern recognition of potentially fraudulent account and bidding activity, mostly using MS SQL Server and the NameJet proprietary CRM).
Help Desk Technician
Robert Half Technology (for Seattle Public Schools)
Mar 2015 - May 2015
Providing technical support for Seattle Public Schools during student SBAC testing.
Setting up and configuring computer equipment for student exams; making sure that laptops are connected to the correct wireless access points, load balancing, and ensuring that hardware and software is functioning correctly. Addressing technical questions from students and staff.
Maintaining hardware and software to optimize performance with minimal impact on the testing process, and performing ad-hoc troubleshooting on defective equipment.
Operations Supervisor
Xerox (for Google Play)
Aug 2014 – January 2015
Directly managing a team of 12 - 24 call center agents for Google Play technical support. Overseeing day-to-day operations and answering technical questions via live support on the production floor, instant messaging, and email. Facilitating team meetings to address new developments and keep agents informed. Meeting individually with each agent every week to provide one-on-one support, and implementing any updates.
Taking escalated calls and emails to provide a higher tier of support for customers with challenging issues, and demonstrating to agents how to de-escalate and research these issues. Coming up with technical solutions and workarounds for emerging issues.
Monitoring the inbound call queue and communicating business needs and service level requirements to agents. Collaborating with the Workforce Management team to adjust agent schedules based on call volume forecasting and live data. Developing and implementing coaching plans for agents based on individual strengths.
Fraud prevention and analysis.
Technical Support SME
Xerox (for Google Play)
November 2013 - August 2014
Providing technical support and solving customer problems via call and email. Determining how to improve support for future customers with similar issues.
Utilizing analytical skills to develop technical solutions for wireless devices. Ensuring that the client's products are presented perfectly. Researching solutions on social media and knowledge bases. Educating customers on how to get the most out of the client's technology. Resolving escalated issues and providing tier 2 technical support for all verticals.
Fraud prevention and analysis.
Providing and improving internal support. Training, coaching and mentoring new team members to prepare them for the production environment.
Data Specialist
Independent Contractor (Freelance)
June 2011 – November 2013
Data services and analysis, image and content moderation, editorial work, proofreading, internet research, network setup, data entry, data organization and structuring, editing and transcription, database maintenance, technical support.
Electronic Data Processing Technician
Lighthouse E-Discovery
February 2011 – May 2011
Analyzing, processing and producing electronic documents and images in accordance with production work order specifications. Working in a team environment alongside
other employees to ensure that the main goal of servicing clients was met. Using document imaging applications and processes.
Using Microsoft Access, SQL and other database tools to manipulate and organize data.
Quality assurance checks of production output. Performing final quality control procedures using review databases such as Concordance and Summation. Administrative duties relevant to project maintenance.
Content Operations & Technology Specialist
Onvia
October 2005 – December 2008
Application troubleshooting, software development (WebQL, PCRE), systems operations, data mining process improvement/automation, error resolution, process
monitoring, improving system functionality and efficiency, editing, documentation, navigational troubleshooting, problem-solving, data analysis, training new team members, record keeping, application usability testing, providing internal support for members of the content team.
Data Quality Analyst
Analysts International
May 2005 – October 2005
Linking duplicate information, internet research, problem-solving, abbreviating and standardizing data, locating missing information, editing, proofreading, ensuring
that all data meets the company's standards.
Software Localization Specialist
Emerson Kennedy
August 1999 – June 2004
Analyzing digital handwriting data to train text recognition engines. Participating in the production of linguistic, cultural and technical adaptations required to tailor the client's product to a particular target locale. Spreadsheets,
reporting, editing, proofreading, training new team members, data categorization, application testing, record keeping, documentation.
Certifications: Certified Fraud Examiner (CFE)
Association of Certified Fraud Examiners
https://www.acfe.com
2022 - present (in progress).
Contact this candidate