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Skills

  • Network development and administration
  • Flash and ActionScript
  • Advanced knowledge of PHP
  • VBScript
  • Process improvement
  • Communications
  • Performance and scalability optimization
  • Initiative equipment
  • Embedded system incident resolution
  • Data Management

Work Experiences

  • Inter-communicating between Salesforce and SAP allowed me to monitor and update back-end data.
  • Helped plan software and system testing efforts for standard and framework.
  • Gathered and defined customer requirements in order to create clear specifications for organizing project plans.
  • Used metric and procedure troubleshooting methods to look for bugs and weaknesses in client code.
  • Achieved 76% fewer escalated issues.
  • Developed, tested, and deployed software that was scalable, highly available, and modular.
  • Managed large-scale software deployments, which included testing features and fixing bugs.
  • Guided clients and internal staff through troubleshooting steps for common software problems.
  • Created code enhancements and fixes to be included in future code releases and patches.
  • Collaborated with team members such as Embedded Support Associates and Embedded Support Associate to keep project delays to a minimum.

Summaries

  • Committed to ongoing system improvement.
  • Addressed critical escalations.
  • Assisted engineers in diagnosing system failures.
  • Conducted root cause analysis.
  • Has 10 years of experience in software development.
  • Accomplished in managing critical escalations and meeting SLA requirements on 3 occasions, consistently ensuring timely issue resolution and customer satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 18% reduction in support tickets.
  • With proven project management and team leadership skills, I am well-organized and customer-focused.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Guided on-site technical teams through critical firmware rollouts in 3 high-profile locations, achieving a 37% success rate.
  • Delivered in-depth firmware and hardware training to support associates, reducing tickets escalated to engineering by 17% over 6 months.
  • Reduced product deployment failures by 47% through refined system validation procedures prior to user rollout.
  • Reduced customer downtime by 41% by diagnosing and circumventing critical software bugs before impacting end users.
  • Led firmware integration and upgrade projects with 13 vendors, ensuring compliance with industry standards and reducing security risks by 31%.
  • Mentored junior team members on RCA techniques using Microsoft Excel, leading to improved ticket resolution in 21% of cases.
  • Developed remote diagnostic software for embedded devices, enabling root cause identification without site visits, reducing costs by 31%.
  • Enhanced cross-functional communication between development, support, and operations teams, resulting in faster closed-loop feedback for embedded system enhancements.
  • Collaborated with team of 5 in the development of program.
  • Trained peers on custom diagnostic tools, improving team competency by 28% and decreasing support escalations.

Affiliations

  • Certified Development Board Specialist through Real Time Online
  • Association for Computing Machinery
  • International Council of Nurses
  • Toastmasters
  • ARM Accredited Engineer Program (AAE), certified in HubSpot
  • Member of the Software Testing and Quality Assurance Forum
  • Jaycees
  • American Society of Safety Professionals
  • Embedded Linux Conference attendee, 2021
  • Internet of Things (IoT) World alliance member, 2015

Certifications

  • Certified DataSet Security Manager (CDSM)
  • Lean Six Sigma Green Belt Certification in Operational Excellence
  • Apple Certified Associate (ACA)
  • Certified Firmware Engineer by metric
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Certified IT Support & Incident Management Professional (CITM) by HDI
  • Certified DevOps Professional by DevOps Institute
  • Salesforce
  • EC-Council Certified Incident Handler (E|CIH)

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