Senior Technical Support & Onboarding Specialist
----------- (Remote) | ----------- 2020 – ----------- 2025
-Delivered 1-on-1 onboarding walkthroughs, live setup calls, and product training that improved activation rates.
-Troubleshoot funnel, website, DNS, email, and SEO issues via chat, email, and Zoom calls.
-Created SOPs, Help Docs, and an internal knowledge base to reduce repeat tickets.
-Designed and implemented automations that cut onboarding time and reduced churn.
-Provided Tier 2 support, mentored junior reps, and led technical escalations.
IT Helpdesk Support Specialist
eAssist Dental Solutions (Remote) | Nov 2018 – Sep 2019
-Resolved issues with dental software, connectivity, printers/scanners, and Google Workspace.
-Ensured HIPAA compliance while managing permissions and secure access.
-Liaised with 3rd-party vendors to resolve technical issues quickly and reduce downtime.
Client Onboarding & Tech Support
----------- (Remote) | Apr 2014 – Oct 2018
-Led onboarding sessions to guide clients through account setup and system usage.
-Offered remote tech support for integrations, tools, and site setups.
-Upsold products and coached new users for better long-term product use.
-Helped manage social media and ran Facebook Ads for lead generation.
Technical Support Representative – Kaspersky Lab
Sutherland Global Services | Oct 2012 – Feb 2014
-Resolved antivirus installation and software issues via phone, chat, and email.
-Guided users through product activation, updates, and security settings.
-Processed refunds and replacements with a customer-first approach.
Freelancing (Part-Time)
Web Designing and Video Editing (Web & Video Tools) | 2020–Present
-Built help pages, product walkthroughs, and onboarding videos for SaaS clients.
-Created branded Kajabi, WordPress, and GoHighLevel systems to support client onboarding.
-Edited explainer videos, social clips, and tutorials to support user education.
Social Media & Client Marketing Support | 2017–Present
-Planned and executed Facebook Ads and marketing strategies for client retention.
-Created content calendars, basic branding assets, and post scheduling support.
