Resume

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Skills:
Creating knowledge base articles and macros; email, live chat, and real-time video support; webinars; data analytics, especially for CRMs; identifying and reporting bugs to engineers.

Tools:
CRMs (Zendesk, SalesForce Desk); asynchronous communication (Slack, Matrix/Element, Signal); video conferencing (Zoom, Google Meet, Jitsi) Linux, SSH, shell/bash scripting, Python, SQL querying, Jira, Confluence.

(multisig self-custody, formerly Bitcoin/Lightning node)

• Support thousands of users across multiple channels, including email and live chat.
• Systematize, edit, and curate over 100 email response macros to recurring customer issues.
• Create and edit knowledge base with 250 articles to explain common procedures or troubleshoot common user or configuration errors.
• Host live webinars to demonstrate product setup process.
• Identify and troubleshoot bugs encountered by users, then surface reported bugs to engineers to be addressed.
• Create dashboards showing data around ticket flows, agent activity, and issue types.

(cryptocurrency exchange)

10|2020-02|2022 Security & Investigations Analyst

• Investigate compromises of user accounts, including identifying attacks in real time and locking accounts to protect customer funds.
• Generate detailed data reports of attack vector trends, security feature usage and effectiveness, and amounts lost and saved.
• Recommend product improvements based on wider knowledge of industry standards and attack mitigation procedures.
• Host webinars about Bitcoin, what it is, how it functions, and why and how to secure it and other digital accounts.

10|2019-10|2020 Pro Tier Verifications and Fraud Prevention

• Created and documented procedures for identifying clients who would benefit from VIP services.
• Designed and implemented a fraudulent business detection protocol to identify sham companies trying to convert COVID relief funds into digital currency.

(cryptocurrency exchange)

02|2017-10|2018 Account Security and User Trust Analyst

• As the first specialist in account security, design and implement all the workflows for determining how compromises have taken place.
• Select and train a team of specialists in all procedures. Monitor their performance and identify opportunities for additional training and direction.
• Travelled to perform on-site training for new agents when the company converted to an office environment, before they ultimately reverted to an all-remote team.

(residential real estate)

09|2013-09|2017 Property Manager

• Conduct all tenant screening, including background, financial, and reference checks.
• Develop techniques to discover fraudulent references supplied by friends or even current landlords of applicants.
• Manage all service requests by phone, email, or text message for repairs, improvements, or services, including overseeing contracts  with service professionals for repair and maintenance requiring licensed technicians.

(long-term in-home care provider coordinator)

08|2012-05|2014 Care Manager

• Develop detailed knowledge of services from over 100 service providers under half a dozen public funding programs, in order to craft funding plans for people who required nursing home-level care, but desired to remain in their homes.
• Conduct in-person quarterly reviews with more than 100 families, revising their need assessments and coordinating necessary services and funding.

(Indiana Department of Workforce Development)

02|2011-08|2012 Unemployment Claims Adjudicator

• Conduct phone interviews with claimants and employers to investigate events leading to separation from employment.
• Apply state and federal law to determine eligibility for unemployment benefits.

06|2010-02|2011 Unemployment Claims Appeals Court Legal Clerk

• As clerk for three Administrative Law Judges, send over two hundred hearing notices and answer over one hundred phone calls per week to coordinate all claimant and employer communication prior to legal hearings.

Holy Name of Jesus
(Catholic Church)

09|2008-07|2010 Religious Education Apprentice

• Redesign curriculum for adults seeking to enter the Catholic Church.
• Create an apologetics program, training interested parishioners to explain the teachings of the Catholic faith.
• Instruct a class of 8th grade students in religious education classes.
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The Freedom Link
(tiny house construction)

09|2016-03|2018 Construction Project Manager

• Research, design, plan, and construct a tiny house under 5,000 lbs and $10,000.

Link Drives

05|2015-02|2017 Transportation and Delivery Services Specialist

• Manage scheduling and delivery logistics for a variety of client needs, from specialized auto part delivery to personnel transport.

First Folio Shakespeare Productions

01|2015-04|2015 Set Construction and Multi-part Understudy

• For a community theater production of Much Ado about Nothing.

Mad Farmers Collective

04|2014-09|2014 Small-Plot Intensive Urban Farming Consultant

• Consult with farmers to maximize profit from limited resources on residential-sized plots.

Indianapolis Gregorian Chant Schola

05|2011-07|2011 Alto Performer

• Perform chant and polyphony pieces for churches and events.

Boston College
Bapst Art Library

09|2006-05|2008 Circulation Management

• Audit location, storage, and circulation of specialty library materials.

United States Conference of Catholic Bishops

05|2007-08|2007 Interreligious Affairs Intern

• Create a searchable digital database to improve accessibility for thousands of documents in hundreds of files for ongoing dialogues between the U.S. Catholic bishops and other religious leaders.

The Italian Home for Children

05|2005-08|2005 Classroom Assistant

• Assist lead teachers in classroom management for students with behavioral disruptions caused by unstable home environments.

Project Bread

05|2005-08|2005 Food Source Hotline Initial Contact

• Calculate food stamp benefit eligibility for Massachusetts residents.

Newton Presbyterian Church

01|2005-05|2005 Student Ministries Intern

• Mentor a class of 8th grade girls transitioning to adulthood.