Joshu
a E Dunbar
Customer Support Evangelist
Location: Washington, D.C.
Email: [email protected]
Linkedin
Github
Summary
Accomplished customer support engineer with proven track record of customer satisfaction, quality assurance, and technical workshop development. Strengths are in business acumen, drive for results, self-knowledge, customer-savvy, learning on the fly, and intellectual horsepower.
Core Strengths
Systems: Ubuntu, RedHat, Mac OSX, Windows
Web Based Applications: Trello, Basecamp, SparkCentral, Zopim, JIRA, Confluence
Programming Languages: Python, Ruby
Frameworks: Ruby on Rails
Certifications
Education
Northern Virginia Community College; Annandale, Va — A.S of Biology, 2012
Thomas Edison State College; Trenton, NJ — B.S. of Information Technology, Present
Experience
CUSTOMER SUPPORT ENGINEER, DIGITALOCEAN; NEW YORK CITY — 2014 - PRESENT
a E Dunbar Customer Support Evangelist
Location: Washington, D.C.
Email: [email protected]
Github
Summary
Accomplished customer support engineer with proven track record of customer satisfaction, quality assurance, and technical workshop development. Strengths are in business acumen, drive for results, self-knowledge, customer-savvy, learning on the fly, and intellectual horsepower.
Core Strengths
Systems: Ubuntu, RedHat, Mac OSX, Windows
Web Based Applications: Trello, Basecamp, SparkCentral, Zopim, JIRA, Confluence
Programming Languages: Python, Ruby
Frameworks: Ruby on Rails
Certifications
Apple Certified Technical Coordinator -- April 2013
Apple Certified Support Professional -- May 2013
Education
Northern Virginia Community College; Annandale, Va — A.S of Biology, 2012
Thomas Edison State College; Trenton, NJ — B.S. of Information Technology, Present
Experience
CUSTOMER SUPPORT ENGINEER, DIGITALOCEAN; NEW YORK CITY — 2014 - PRESENT
- Developing a consistent and accurate system with abuse team involving detection of floods, improved customer expectations, and documentation for increased acumen.
- Created the CSAT and NPS system that lead to more accurate tracking of customer relationships and providing analytics to the company.
- Improved multiple aspects of the customer experience via feedback. Aiming on improving customer on-boarding, handling of abuse, and first response.
CUSTOMER SUPPORT ENGINEER, WITOPIA; RESTON, VA — 2013 - PRESENT
- Coaching and mentoring third shift in communication and troubleshooting techniques leading to average of 10 minute chat times, and lower escalation requests.
- Providing feedback to third shift on chats and email based client interactions leading to higher client retention and satisfaction
- Highest performance in company for client retention rate, sales, and satisfaction on third shift
BUSINESS SPECIALIST, APPLE; MCLEAN, VA — 2011 - 2013
- Top lead generator on a team of six bringing in an average of 1000 warm leads a quarter.
- Spearheaded information technology action plans that integrate post-sale solutions involving big picture understanding of networking, deployment, and security.
- Lead business workshops team of five and created the template for market wide adoption of B2B technical workshops throughout the five store market.
