Trevor R.

Skills

Javascript, Node, Express, MongoDB, Vue, physics education, science education, content, curriculum, support, quality assurance, software engineering, web development, product, instructional design, curriculum writing, customer support, customer success, technical support, support engineering, qa, qa engineering,

About

I have a B.S. in Physics from the Georgia Institute of Technology and a MA in Teaching Physics from Kennesaw State University as part of the Robert Noyce Scholarship Program. I taught high school physics, including AP, for 7 years. I regularly attended American Association of Physics Teachers conferences as well as the Physics Education Research Conferences (PERC). I presented on a diagram I created on aiding conceptual understanding of Kirchoff’s Voltage Law at PERC 2015. I was also published in the October 2017 issue of The Physics Teacher on replacing traditional textbook problems with lab experiences. I was a Reader for AP Physics 1 in 2018 and 2019. I’m also a lifetime member of the American Modeling Teachers Association, who’s Modeling Instruction principles form the backbone of my science education philosophy.

I'm a US citizen that will living in Spain by Fall 2025. I'm looking for fully remote positions and will be able to work both US and Spain hours.

Currently, I'm part of the team with Pivot Interactives, a science education web app owned by Discovery Education. I built and maintained our customer support infrastructure from the ground up allowing us to maintain 90%+ CSAT, sub-2 minute first response time, and 30 minutes mean-time-to-close for approximately 60,000 support requests over 5 years. My fullstack web development work with the team focuses on E2E testing, improvements to our admin dashboards to boost efficiency in support request resolution, and features to proactively address patterns in support requests.

I'm an expert in building customer and technical support infrastructure from the ground up. Chat/email support, admin tools to streamline resolutions, meticulous QA processes, and I've a keen eye for proactive solutions to eliminate support requests before they even bubble to the surface.

From the UI to the database, I'm proficient with the MongoDB, Express, Vue, and Node stack. As a flexibility powerhouse, I'm eager and ready to expand my experience with any Javascript framework. My extensive experience with customer and technical support brings a perspective that will keep your users happy and whole.