Rocky Durand

Customer support specialist and support content creator with 15 years experience in the audio and music tech space.

SKILLS

Customer Service | Call Center | E-Mail Support | Troubleshooting

Support Project Collaboration | Confluence | JIRA | Typeform | Zendesk

Help Center Content Creation | Knowledge Base Editor | Technical Writer | Voiceover | Digital Audio Editing

Native Instruments North America Inc, Los Angeles CA

Technical Writer - Knowledge Base

2018 - 2023

• Composed and edited content for written articles and support videos.
• Recorded and edited Voiceover narration for knowledge base videos.
• Completed task assignments via Confluence, Google analytics, JIRA, Typeform, and Zendesk.

Senior Technical Support Specialist - Customer Care

2008 - 2018

• Assisted customers with advanced troubleshooting and support via telephone, TeamViewer, and Zendesk.
• Completed task assignments via Confluence, JIRA, and Zendesk.

Citrus College, Glendora, CA

Audio Engineering

Coursework toward a Bachelor’s degree.

• MIDI production, composing, digital audio workstations, signal processing, and live sound reinforcement.