Work Experience

• Launched redesigned help site at help.bolt.com.
• Audit and rework external API to improve developer experience.
• Designed, developed, and implemented audience recognition across user-facing applications to improve support experience with a 100% success rate.
• Launched self-service onboarding to drastically reduce managed merchant implementation timeline.
• Launched Mobile app sign-up flow via Prefinery to create a waitlist and interest in the app before launch.
• Migrated external API reference from Redoc to Scalar to improve developer experience.
• Developing and maintaining internal tools that facilitate and enhance customer support processes.
• Integrating support tools with other systems and platforms to streamline workflows with the Support and Risk teams.
• Compiling comprehensive bug reports and effectively escalating critical issues to the appropriate teams.
• Active participation in on-call rotation to swiftly address application failures and minimize downtime.
• Maintaining extensive technical proficiency across multiple commerce platforms, including Magento, Big Commerce, Demandware, and WooCommerce. This includes in-depth knowledge of order management, payment, and API workflows.
• Engaging with merchants to understand their business needs and collaboratively devising tailored solutions.

Accomplishments

• Won 1st place at the 2023 Bolt Hackathon where my team leveraged OpenAI to develop a shopper assistant to guide shoppers through checkout chat.
• Developed batch actions interface for internal risk application to improve risk analyst review time by 50%.
• Developed an internal tool empowering support analysts to customize the Bolt theme for merchants to reduce turnaround time on routine support tasks.
• Identified and resolved a critical security vulnerability by implementing best practices and collaborating with engineering to regenerate private API keys with affected merchants.
• Developed a Chrome extension that exists as an overlay on Zendesk and identifies relevant information in tickets such as emails, transaction IDs, and IP addresses.
• Collaborated with the Engineering team to provide access to source code, enhancing application comprehension and streamlining bug reporting.
• Authored comprehensive documentation to guide the support engineering team in navigating the codebase effectively.

• Develop/Debug/Document the various QLess frontend applications (Kiosk, Customer Engagement Center, Monitor, Calendar, Command Center, Reports).
• Write unit tests with Jest to ensure code functionality.
• Refactor application workflows to reduce code redundancy.
• Host weekly meetings to bring developers together to identify issues outside of tech to improve developer culture.
• Custom development for high-revenue customers.
• Collaborate with the backend team to improve API design for front-end consumption.

Accomplishments

• Developed the Calendar integration Interface so users can link the QLess Appointment service with Microsoft Outlook.
• Developed Release notes management application to allow the Product team to create release notes without having to manually add them to release builds.

• Troubleshooted QLess applications and provided exceptional customer service via Zendesk Support.
• Updated MySQL database configurations for customers.
• Adapted application styles to match customer design language.
• Identified, reproduced, and escalated bugs to the engineering team.
• Authored application training materials in Zendesk Guide.

Working with the eLearning department to improve the quality of online learning for Cal Poly Pomona Faculty, Students, and Staff.

• Respond to faculty tickets to resolve LMS issues via ServiceNow.
• Webmaster for Cal Poly Pomona CSU Symposium.