PEOPLE + TECHNOLOGY
I began my career making cold calls for a SaaS company.
After working in technical support for a year, I was a technical writer for five (long enough to witness documentation solutions evolve from engineer-deployed RoboHelp pages to build automation from Markdown files stored in GitHub!). Then, I spent a year as a technical solutions manager providing pre- and post-sales support while leading a team in implementing and troubleshooting issues for publisher websites.
Now, I am a support engineer working on API integrations and troubleshooting for a Berlin-based content infrastructure startup . In addition to my daily adventures wrangling API calls, I am also implementing universal search functionality across our entire marketing website.
I have a knack for learning new technologies, working with people, and owning projects from A to Z. I am growth-oriented, independent, and sales-driven. I am always closing in both my professional and personal life (I once sold 57 used household items on Craigslist in one month–including a potted plant! ).
HTML/CSS/JS, SQL, Python, Bash, data pipelines and deliveries, AWS S3, DevTools, web development concepts, code editors such as Atom and Sublime, Agile software development, version control, markup languages (such as Markdown and XML), JSON/APIs, JAMstack, Git, the command line, JIRA, Confluence, and Safeforce.
As the first and only support engineer in the U.S., I am knee-deep in JSON, APIs, SDKs, routes, network calls, etc. while also building tools to help our team scale as the company grows (such as implementing full-site search using Algolia).
I’ve helped build the technical support team in both the U.S. and internationally ( and ) for a $100 mil a year ad tech business. Since I’ve moved into this role, we have decreased ticket escalation to product engineers from 73% a quarter to less than 1%. Read about my journey into management here.
As the first technical writer at GumGum, I documented website solutions and product information in Confluence while providing tier 2 troubleshooting support for our publisher clients. My team also won our company’s inaugural hackathon by creating a publisher self-service portal.
I wrote a 79,000-word novel about my father’s journey from Taiwan to the United States during the 1970s. My manuscript was chosen as a semi-finalist in the William Faulkner - William Wisdom Creative Writing Competition for 2015.
I created the technical writer position at the then-startup Everbridge (EVBG), a mass communication solutions platform. I collaborated with engineers, implementers, and the client success team to optimize operations efficiency and increase user adoption through documentation and internal and external product training.
I provided quick ticket resolution, increased product knowledge, and identified partnership growth opportunities for 300+ clients. At Everbridge, I was promoted 3 times in 2 years and was consistently recognized by our clients for my service.
I studied humans and played string and electric bass in a couple of rock bands.
A hobby of mine is taking s. These days, I do a limited number of events a year (mostly through referrals and people I already know).
Currently in SF/LA
but I'm flexible
+1 530 400 4796