Curriculum Vitae
A decade of support engineering — from the phone queue to owning the escalations nobody else could close.
Experience
Intuit
CurrentWise, Virginia
Resolution Specialist
Sep 2026 — Present
Single point of contact for QuickBooks Online's most distressed customers — the ones who have called more than once in a matter of days without getting a resolution. I own the case from that point forward, coordinate directly with whichever team holds the fix, and follow up personally to confirm it is genuinely resolved rather than handed off.
Next Level Help Expert — Tier 2
Mar 2026 — Sep 2026
Advanced troubleshooting for QuickBooks Online: high-priority escalations, mentoring frontline agents, and acting as the link to Tier 3 and Product Investigation so systemic bugs got tracked and resolved.
hosting.com
Remote
Support Team Lead
Mar 2023 — Dec 2025
Balanced operational efficiency with a people-first leadership style — managing daily support workflows, automating away bottlenecks, and running audits, coaching and 1:1s. Collaborated with the COO and Customer Advocacy teams so the support team had a seat at the table.
InMotion Hosting
Remote
Technical Support Specialist
Feb 2022 — Feb 2023
End-to-end technical support for web hosting clients — server configuration anomalies, DNS tangles and email delivery failures — translated into clear, actionable explanations. Sharpened a stack of Linux, cPanel/WHM and core web technologies, and documented fixes to raise the whole team’s baseline.
Intuit
Wise, Virginia
Data Services Expert
Sep 2018 — May 2021
Diagnosed and repaired corrupted QuickBooks databases, wrote custom SQL to untangle data anomalies, and used Splunk to dig through backend logs and map root causes — deep data interpretation under a strict commitment to data security.
Apple
Remote
Tier 2 iOS/macOS Advisor
Apr 2018 — Sep 2018
Handled advanced escalations for the iOS and macOS ecosystems when Tier 1 reached its technical limits — deep device, sync and OS diagnostics paired with high-empathy support, plus trend-watching to flag recurring software behavior to internal teams.
Family Dollar
Shelbiana, Kentucky
Assistant Store Manager
May 2017 — May 2018
Primary lead on the floor in the Store Manager’s absence — inventory control, merchandising compliance, register balancing and secure bank deposits, alongside scheduling, task alignment and conflict resolution for the crew.
Frontier Communications
Vansant, Virginia
Customer Service Representative
Dec 2016 — Apr 2017
Multi-channel support in a metrics-driven environment — internet troubleshooting, complex billing inquiries for cable and phone, and overflow sales where the job was to listen first and recommend only what actually fit.
Berea Printing Services
Berea, Kentucky
Office Assistant · Internship
Jul 2016 — Dec 2016
High-volume print logistics under strict deadlines — client intake and order management front-of-house, running complex job queues and heavy print equipment back-of-house for multi-hundred-page jobs.