Summary
Overview
Work History
Education
Skills
Certification
TOOLS & TECHNOLOGIES
Hobbies and Interests
Additional Experience
Timeline
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Victoria Godfrey

Los Angeles,CA

Summary

Dedicated professional showcasing 9+ years of diverse achievements, including providing outstanding technical/product support for high-profile organizations. Excels in investigating and debugging issues, leading projects, conducting escalations, and managing tickets, leveraging a strong understanding of software development and programming concepts. Forges lasting relationships with teams, vendors, and customers, realizing superior service that consistently exceeds expectations.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Product Support Specialist

First Resonance
01.2025 - Current
  • Designated as the primary liaison between teams to ensure the delivery of outstanding technical solutions and maintain top-tier support for high-profile clients, showcasing excellent communication skills.
  • Cut average resolution time by formalizing the investigation & documentation of software bugs.
  • Cited for essential contributions to customer enablement, ensuring smooth onboarding and training.

Technical Support Specialist

Strymon
01.2021 - 01.2025
  • Ranked among the top of all specialists by delivering exceptional troubleshooting support for all hardware, software, and firmware-related issues, becoming the principal contact for escalated issues.
  • Provided vital input to identifying and reporting bugs in beta plug-ins and software updates, ensuring high-quality releases and realizing on-time deliveries despite operational challenges.
  • Used best practices to maintain and revamp support and FAQ webpages and manuals, improving the user experience and reducing the average ticket volume within a short timeframe.
  • Upheld total compliance with company policies while handling product returns, refunds, and service RMAs; trained and mentored other employees on related product testing practices.

Inventory Manager

greenRUSH
01.2018 - 01.2021
  • Orchestrated pacesetting delivery drivers and product specialists as a decisive leader, focusing on optimizing inventory operations to grow profitability and eliminate performance gaps.
  • Reduced required work hours and boosted overall productivity after restructuring approaches for processing large-scale inventory shipments, managing invoices, and driving regulatory compliance.
  • Enhanced an online inventory system using advanced tracking software, bringing down the average number of discrepancies and increasing on-time deliveries with minimal budget impact.

Education

Bachelor of Arts - Audio Engineering

Berklee College of Music

Skills

  • Technical Support
  • Software Development
  • API Implementation
  • CRM Software
  • Knowledgebase Maintenance
  • SLA Management
  • Problem-Solving
  • Troubleshooting
  • Project Leadership
  • Debugging
  • Customer Service
  • Ticket Management
  • New Technologies
  • User Acceptance Testing
  • Incident Management
  • Cross-functional Collaboration
  • Tracking
  • Reporting

Certification

  • Udemy Business: API Crash Course: How to Create, Test, & Document your API’s certificate
  • Mentor Collective: Student Success Mentor Training
  • Mentor Collective: Career Readiness Mentor Training

TOOLS & TECHNOLOGIES

  • Microsoft Office
  • MacOS
  • Windows
  • Zendesk
  • Linear
  • Intercom
  • Cycle
  • Jira
  • DataDog
  • Odoo

Hobbies and Interests

  • Traveling
  • Music production
  • Reading
  • Volunteering
  • Cooking
  • Mindfulness & Meditation
  • Hiking

Additional Experience

Studio Associate, Light Rail Studios, 2016 – 2017

Timeline

Product Support Specialist

First Resonance
01.2025 - Current

Technical Support Specialist

Strymon
01.2021 - 01.2025

Inventory Manager

greenRUSH
01.2018 - 01.2021

Bachelor of Arts - Audio Engineering

Berklee College of Music

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Victoria Godfrey