At Sketch, I supported users by email, on the forum, and through @SketchHelpTwitter. I also held customer insight sessions to discuss product feedback with the team.
I created and maintained user documentation at Sketch, and conducted hackathon usability tests that surfaced about four new issues per session.
At E-Schooling, I led user onboarding sessions and achieved an average onboarding period of less than 30 days with a high retention rate. I collaborated with engineering on troubleshooting scripts and log analysis to support faster triage and bug identification.
At Apple, via Concentrix, I interpreted system logs and source code snippets using development-team diagnostic tools to resolve complex technical cases. I mentored teammates as a Subject Matter Expert and maintained a 14-minute average resolution time while achieving 96%+ customer satisfaction.
