Helping people feel supported — and seen.
I’m Reba Winters, a customer support professional, photographer, and mental health advocate based in Arlington, Texas. I bring 10+ years of customer support experience, strong technical troubleshooting skills, and a creative eye through Defining Light Photo.
Professional support with heart. Creative work with purpose.
My career has always centered on people. In customer support, that means helping customers navigate challenges with clarity, empathy, and confidence. In photography, that means creating polished, expressive images that capture personality, pride, and connection.
Whether I’m resolving a technical issue, improving a workflow, or photographing someone’s favorite car, my goal is always the same: create a better experience and leave a lasting impression.
About Reba Winters
I’m a customer support professional, photographer, and mental health advocate based in Arlington, Texas. My work is built on empathy, communication, problem-solving, and a strong belief that people deserve to feel heard, respected, and supported.
Professionally, I bring more than 10 years of customer support experience, including more than 6 years supporting SaaS education technology and enterprise environments. My background includes Tier 1 and Tier 2 technical support, escalations, customer advocacy, knowledge base documentation, and process improvement across phone, chat, email, and web-based channels.
Outside of my support career, I’m the owner and photographer behind Defining Light Photo. Photography gives me another way to connect with people and tell stories through light, detail, personality, and emotion.
Customer support with empathy, ownership, and technical depth
I’ve built my career around helping people solve problems with confidence. My experience spans customer support, SaaS troubleshooting, IT support, knowledge management, escalation handling, and cross-functional collaboration.
Customer Support Specialist III
Supported customers through complex technical and service-related issues across phone, chat, email, and web channels while maintaining a 4.9/5 CSAT score and improving communication through Salesforce and AI tools.
Customer Support Specialist II
Managed escalations from frontline teams and supported district-level rostering and integration platforms including Clever, ClassLink, and 1File while improving workflows and retention.
Technical Support Representative I
Provided technical support in a SaaS environment, assisted with software configuration and troubleshooting, and collaborated across teams to support customer success.
Help Desk Analyst
Delivered Tier 1 and Tier 2 support across desktops, laptops, Apple devices, email, Active Directory, Exchange, networking, PBX, and internal systems while contributing measurable operational savings.
Salesforce, Jira, Slack, Google Workspace, Microsoft 365, Active Directory, Exchange, Windows Server, Azure, Intune, Office 365, PBX systems, remote support tools, incident tracking systems, and AI-enabled productivity and support tools.
- Maintained a 4.9/5 CSAT score at Amira Learning
- Contributed 31 knowledge base articles in 2023
- Received the Hero Award for mental well-being advocacy
- Saved $90K in six months by bringing PBX support in-house
- Reduced long-distance costs by at least 44%
- Received the President’s Award after resolving 60+ outstanding tickets
Photography with personality, polish, and purpose
Defining Light Photo is where my creativity, technical eye, and love of storytelling come together. I create polished, personality-driven photography that captures more than a subject — it captures connection, identity, and feeling.
As the owner and photographer behind Defining Light Photo, I manage every part of the client experience, from communication and planning to image capture, editing, post-production, and final delivery.
My work is rooted in detail, personality, and visual storytelling. I especially love automotive photography because every vehicle has a story and every owner brings unique energy to the frame.
Clean. Creative. Polished. Personal.
I focus on strong composition, intentional light, and images that feel authentic to the person, vehicle, or moment in front of the camera.
Creating space for compassion, safety, and understanding
Mental health advocacy is a meaningful part of my personal and professional story. I believe workplaces and communities are stronger when people feel safe, respected, and supported.
During my time at Istation and Amira Learning, I helped support workplace conversations around mental well-being, psychological safety, and inclusive communication. I also led the Mental Well-Being Initiative employee resource group, helping foster a more understanding and compassionate environment.
I hold QPR Gatekeeper and QPR Screening and Referral certifications, and I care deeply about reducing stigma around mental health. This work has strengthened the way I show up for others — with empathy, calm, and a deeper commitment to human-centered support.
- Led mental well-being initiatives in the workplace
- Supported stigma-reducing conversations and awareness
- QPR Gatekeeper certified
- QPR Screening and Referral certified
- Hero Award recipient for advocacy efforts
- NAMI Walks fundraising team captain
Empathy. Expertise. Creativity. Connection.
At the heart of everything I do is a simple goal: make a positive difference. In customer support, that means helping people feel confident, informed, and cared for. In advocacy, that means helping people feel safe and understood. In photography, that means creating images people are proud to share and memories they want to keep.
Let’s Connect
Whether you’re interested in my professional background, photography services, advocacy work, or a potential collaboration, I’d love to hear from you.
Reba Winters
Arlington, Texas
Remote Ready