About me
My name is Kylie, and I am a Technical support professional, most recently having worked at Akamai in their cloud computing division. I believe that technology and systems should be built with people in mind, rather than asking them to adapt to what has already been built.
Throughout my career I have put this belief into practice by providing excellent customer service and tailored recommendations while working as a sales associate at GameStop, and by taking user experience and accessibility into account while doing web design work during my time at Hopeworks. I further exemplified this belief by focusing on quality over quantity with my tickets, anticipating further customer questions, and providing additional resources as needed, all while communicating in a friendly and conversational manner.
I started at Akamai Compute (Previously known as Linode) as part of their 6-month internship program, while there I met and exceeded the expectations of my trainers and managers, both during my training and after entering the support queue. Using the tools available to me, I performed troubleshooting of technical and billing issues to provide solutions that were designed to minimize the effort of both customers and future team members that may work on the same ticket. I plan to develop my career in technical support and gain more experience in the field, with a goal to eventually shift into systems administration.
While at Akamai, I worked as part of the support team, focusing on billing and account tickets. In addition to this, we were also provided with a set of continuing education projects to familiarize ourselves with the tools that we would be using during our six months with the team, as well as the tools our customers would be using on our platform. While participating in these projects, I was able to complete both the mandatory projects as well as any extra credit projects which were assigned to us, making me the first intern to complete all the available projects in the program's 2-year history.
My core competencies are Linux, web design, Visual Studio Code, technical support, customer service, and UE/UX design. In addition to my existing experience with these concepts, I also am adept at finding my way around new systems, and using available knowledge bases to quickly learn and understand new tools and environments. This is a large part of what allowed me to complete every extra credit assignment while at Akamai Compute, as the self-paced course allowed me to take full advantage of my ability to quickly learn and adapt to new technologies and concepts.
In addition to my technical skills, my time in the Boy Scouts of America (BSA) provided me with greater confidence and self-reliance as we learned skills such as wilderness survival, conservation, and leadership. I was able to combine all of these skills, as well as my technical knowledge in my eagle project, where I worked with a local church to create a database of all the individuals buried at their cemetery, as well as other information on their headstones, such as dates and memorials. This project resulted in me being awarded my Eagle rank in May of 2018.
When I am not working on advancing my career in the tech industry, I can still often be found working directly with tech, playing video games, or participating in discussion forums online. I even make use of my technical experience in my day-to-day life, using Linux as one of my daily drivers, coding for personal projects, troubleshooting computer problems for friends, and building and upgrading my own computer. Outside of tech, I enjoy tabletop gaming, such as Dungeons and Dragons, Magic the Gathering, or a wide variety of other games. I also enjoy hiking, sketching, reading, and hanging out with my girlfriend and life partner Amilia, who is a great source of support and joy in my life, along with our cat, Goblin.