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Erik Appleyard

@erikappleyard

Product Support Associate at Thomson Reuters who supported UltraTax subscribers with software, tax law, and IT issues.

At Thomson Reuters, I supported UltraTax subscribers with software, tax law, and IT assistance. I logged customer calls, researched issues, and helped manage escalations using remote desktop support and Azure.

At Intuit, I provided Tier 2 TurboTax support, resolving tax and software issues by phone and video; my performance and learning led to a promotion within two months. Earlier, at Pennsylvania Cable Network, I supported live and post-production video operations and maintained a digital asset library for VOD and OTT delivery.

Experience

Work history, roles, and key accomplishments

Product Support Associate

Thomson Reuters

Dec 2025 - Apr 2026 (4 months)

Provided software, tax law, and IT assistance for UltraTax subscribers, including call logging, escalation, research, and knowledge base authoring. Utilized CRMs, remote desktop support, and internal communications to manage case workflow and collaborate on escalated issues.

UltraTax CRM Remote Desktop Support Knowledge Base Authoring Azure Customer Support Escalation Management

AI Training and Web Rating

Outlier and Telus

Aug 2024 - Aug 2025 (1 year)

Evaluated and refined generative AI models by assessing AI-generated responses for accuracy, relevance, and safety against detailed project rubrics. Assessed pages and search queries.

AI Evaluation Web Evaluation Quality Assessment Rubric Alignment

Tax Specialist (Level 2)

Intuit

Dec 2024 - Apr 2025 (4 months)

Delivered Tier 2 customer support in a high-volume setting, resolving complex tax and software issues via phone and video. Recognized for outstanding performance and rapid learning with a promotion to a more senior support tier within two months.

Tier 2 Support Tax Software Customer Support Phone Support Video Support In App Messaging

Reader / Scorer

Data Recognition Corporation

Apr 2024 - Jul 2024 (3 months)

Assessed digital content against complex scoring rubrics, consistently meeting and exceeding accuracy and volume targets.

Content Assessment Rubric Based Scoring Accuracy Volume Targets

Operations Department

Pennsylvania Cable Network

Nov 2007 - Jul 2023 (15 years 8 months)

Operational lead for external production partners, performing quality control and ensuring compliance with transmission and captioning standards. Managed live video production, post-production editing, digital asset library, and API call execution for automated graphics.