Experience

Technical Operations Manager

01/2024 – Present

Infinite Technology Inc. (PLAY Barbados)

  • Implemented and managed Freshdesk end-to-end, including staff training, support portal setup, workflows, and a full Knowledge Base.
  • Led major improvements to the company’s online presence, including product updates, layout enhancements, and development of a new e-commerce platform for digital sales.
  • Managed end-to-end marketing operations, including content planning, growth strategy, team coordination, and performance tracking.
  • Introduced automation and AI-driven customer experience enhancements to increase efficiency, reduce manual workload, and improve customer satisfaction.
  • Acted as the primary escalation point for complex support cases, resolving high-priority customer and supplier issues quickly and effectively.
FreshdeskLightspeedAI ToolsSpurnowWatiSlackGoogle SuiteFygaroCanvaSupabase

Technical Support Team Lead

05/2022 – 01/2024

Silverware POS

  • Promoted from Analyst role due to strong performance and leadership ability.
  • Led complex client support cases across phone, chat, and email for 500+ business accounts.
  • Prioritized daily tasks based on urgency, impact, and client deadlines, demonstrating strong judgment and independence.
  • Mentored junior agents, helping improve consistency and service excellence across the support team.
ZendeskMicrosoft TeamsOutlookAzure DevOpsSQLProprietary Remote ToolsInternal Cloud-Based Systems

Technical Support Analyst

11/2021 – 05/2022

Silverware POS

  • Provided frontline support for POS and back-office systems in a fast-paced SaaS environment.
  • Diagnosed and resolved technical issues remotely, using Zendesk and remote access tools.
  • Assisted with device setup, account provisioning, and onboarding new clients.
  • Logged and escalated unresolved issues, contributing to faster triaging and team insights.
ZendeskMicrosoft TeamsOutlookProprietary Remote ToolsInternal Cloud-Based Systems

IT Coordinator

11/2019 – 07/2020

Green & Spiegel

  • Delivered first-line support to 120+ professionals, resolving access, software, and technical issues across multiple platforms.
  • Managed user provisioning, license control, and access escalations in Microsoft 365 and internal CRM tools.
  • Logged service trends and submitted issue reports for team improvement, enhancing visibility into recurring cases.
  • Ran internal cybersecurity simulations and delivered staff training to improve phishing awareness.
  • Handled employee onboarding and offboarding, ensuring secure device setup and account access.
Microsoft 365Active DirectorySQL