Theresa Hoskins

• Tracking and Documentation

If documentation was not present, and the issue presented from Tier 1 was based on user error, I worked on documentation Additionally, if there was notations from engineering that would prevent a customer required process, that too would need documentation

• Resolving Problems and Incidents

When problems presented from customers were reviewed by Tier 1 but could not be solved, they were passed to my team We would review the information and gather what we needed from documentation and the customer If it is determined not to be user error, then we would delve deeper into the reason and try to find where the apparent bug is originating Some of the fact finding tools would include AWS logs, Github files, API's of Store platforms, Webhooks, FullStory , JSON, Altair GraphQL Client, DBeaver MySQL database , Notepad , CSV file uploads, Postman

• Teamwork and Collaboration

• Customer Service
• Training and Development
• Attention to Detail
• Dependable and Responsible
• Excellent Communication