email: GabrielHedges@gmail.com
Xerox – Tigard, Oregon from June 2012 to Current
Technical Research Agent
● Analyzed bug reports for client’s customer management software and website.
● Used BMC Footprints from Namara Software to generate bug reports.
● Developed JavaScript application to evaluate bug reports more efficiently.
● Communicated with team leads and supervisors to determine bug priority.
● Escalated high priority bugs directly to client via weekly corporate conference calls.
● Created bug fixes using JavaScript, Greasemonkey & Firefox Add-on SDK.
● Wrote documentation standardizing how technical issues should be reported.
● Helped resolve email server overload issues, which improved email team productivity.
● Created scripts to automate network tests and email client configuration.
● Assisted co-workers with technical, product and policy questions.
● Created processes to validate customer documentation and research requests.
● Handled escalated supervisor calls from agitated customers in calm manner.
● Directly handled phone, email and fax contacts from client’s customers.
Netflix – Hillsboro, Oregon from January 2007 to January 2010
Customer Service Representative
● Beta tested customer relations software before it was deployed sitewide.
● Tracked incoming call trends and customer disposition.
● Assisted co-workers with product knowledge and policy questions.
● Answered questions and promoted online movie service.
● Assisted customers with basic and complex billing inquiries.
Metro One – Beaverton, Oregon from September 2004 to January 2007
411 Operator
● Provided information about businesses and people to callers.
● Assisted customers with GPS navigation devices.
● Processed a high volume of calls, up to 100+ calls per hour.
Norm Thompson – Hillsboro, Oregon from October 2002 to December 2002
Sales Representative
● Assisted customers with basic product and sales questions.
● Promoted Norm Thompson brand during holiday season.
● Processed thousands of dollars in sales per day.
Stream International – Beaverton, Oregon from July 2000 to June 2002
Technical Support Representative
● Supported home & office printer, scanner and fax machine devices.
● Supported broadband home internet connections.
● Walked customers through troubleshooting & product demonstrations.
● Troubleshooting Windows 98/XP and OS 9/OS X.
Additional Technical Skills
● Platform Support: Windows XP/7/8, OS X, Linux, Android & iOS.
● Basic Networking: Router Configuration, NAS, Cabling, Client/Server & TCP/IP.
● Programming: PHP, JavaScript + JQuery, Python, Java, C#, VBScript, BASH & .BAT.
● Web Servers: NGINX, Apache, Node.js
● Databases: MySQL, MongoDB, Redis & SQLite.
● Media: Photoshop, Adobe Premiere, Vegas, VirtualDub, AVIDemux, VLC & FFMPEG.
● Hardware: Can build, troubleshoot & repair modern and legacy PC hardware.