At Pluralsight, I owned frontline and escalated customer support for Pluralsight Skills, resolving account, integration, billing and subscription issues. I traced cross-system problems to their source and documented my reasoning for quality review.
At Teamwork.com, I wrote standard operating procedures and co-created “Teamwork Experts,” a training course that brought the support team to a consistent standard of product knowledge. At Apple, I handled Tier 2 escalations and investigated fraud and account security cases.
I founded and run Cork Safety Alerts as a sole trader, with a volunteer team verifying reports before publication. I also maintain its self-hosted infrastructure, including servers, monitoring, security, backups and failover between two data centres.
