Hendrik de Smidt

● Handled diverse incoming support requests that were beyond the scope of our Tier 1 teams while maintaining compliance with company SLAs. ● Contributed to an iterative knowledge base used to inform frontline guidance and improve operational efficiency. ● Acted as primary on-call point of contact for the Tier 2 Support Team on a rotational basis.

● Assessed the eligibility of high-profile accounts for blue check verification. ● Communicated with cross-functional partners to optimize current workflows and create new ones. ● Operated internal helpdesk services for high priority escalations as well as unique scenarios that required additional attention. ● Worked with the rest of the Verification team as well as cross functional partners to test upcoming internal software updates. ● Participated in the onboarding/training of over 10 new verification associates, particularly on the topics of information security and communications security. ● Developed SOPs on topics of Blue Check Verification and Internal Communications. ● Ensured organizational compliance with TikTok USDS data security protocols throughout implementation of Project Texas.

● Worked as part of a team that labels user feedback and identifies potential security concerns and software bugs. ● Helped train internal machine learning technology to categorize incoming user feedback more accurately. ● Acted as a liaison between engineers and customers to troubleshoot software issues. ● Implemented frequent updates to internal policies and external communication practices. ● Collaborated with engineers and developers to find solutions for complex technical problems. ● Provided assistance to users inquiries regarding trouble accessing or updating their TikTok accounts. ● Led a series of training modules concerning the proper handling of high-risk account issues such as account takeovers where users' data or privacy may be at risk.

● Led teams of 6-12 college aged techs and workers to provide audio/visual and production support for live events on campus. ● Provided support for lectures, recitals, concerts, dances, religious services, variety shows, and other events. ● Hosted training sessions and lectures about various relevant topics in live audio, lighting design, and console operation.

● Acted as the head lighting designer for all major school functions both in house and on tour including conferences, touring acts, dances, concerts, and a variety of other events. ● Met with directors and producers to align on creative direction. ● Developed and presented plans for the construction and installation of a total upgrade for lighting, effects, and insert access in the school’s main venue with a final budget of ~$100,000.