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Skills

  • API Integration
  • Bug Tracking & Resolution Expertise
  • Continuous process improvement
  • KPI-driven Performance Evaluation
  • Cross-functional team collaboration
  • Incident Management & Escalation Procedures
  • Proficiency in framework
  • Technical Documentation Writing
  • Customer-Centric Technical Support
  • Issue Documentation Standardization

Work Experiences

  • Directed troubleshooting initiatives based on real-time alerts.
  • Technical writing that adheres to company standards and the requirements of the lead developer
  • Cut post-migration support incidents by 11%.
  • Deployed customer-facing web solutions.
  • Drove implementation of relevant KPIs ensuring accurate performance assessment, which resulted in team-wide productivity improvements of 67%.
  • Drove implementation of relevant KPIs.
  • Achieved departmental improvement rate of 63%.
  • Developed and deployed customer-facing web solutions that reduced support ticket volume by 49% through enhanced user experience.
  • Set up point-of-sale software and hardware and assist customers who are having problems.
  • Collaborated with the web development team to improve front-end performance of support tools, resulting in 65% faster ticket response rates.

Summaries

  • Delivered a 31% improvement in bug tracking efficiency.
  • Achieved a 44% drop in customer complaints over 2022.
  • Deep experience in bug tracking and resolution.
  • Achieved a 85% decrease in support tickets.
  • Accomplished Tech Support Team Lead.
  • Collaborative Web Developer and Tech Support Leader.
  • Created a new internal documentation portal.
  • Customer-first Web Developer Tech Support Lead.
  • Drove a 37% improvement in customer satisfaction.
  • Delivered 59% improvements in bug tracking efficiency.

Accomplishments

  • Collaborated with the web design team to implement enhanced end-user error reporting, resulting in 66% faster resolution of critical issues.
  • Established a cross-department knowledge-sharing initiative, reducing duplicate work efforts and improving collaboration between support, QA, and development teams.
  • Led a project to integrate new helpdesk features that supported multiple languages, improving service desk accessibility to international clients by 28%.
  • Led a cross-department initiative to integrate improved logging for support and dev teams, resulting in a 84% faster identification of root causes for major web app issues.
  • Reworked team reporting structures and KPIs, leading to more proactive issue identification and improvements in average ticket resolution time by 59% minutes.
  • Spearheaded the initiative to integrate real-time monitoring of web applications, leading to an uptime increase by 29% and minimizing service interruptions.
  • Built a dynamic resource allocation strategy for high-traffic periods, reducing support backlogs by 72% and improving average ticket closure times.
  • Developed and executed a strategy with web development teams, optimizing the support tools’ frontend speed by 80%, contributing to a decrease in user wait time.
  • Led a team that revamped website support diagnostics system, improving issue identification speed by 21% and user satisfaction by 84% over the next quarter.
  • Monitored and managed support SLAs across departments, ensuring 55% compliance and reducing penalties for missed deadlines by 13%.

Affiliations

  • Contributor, GitHub Open Source Web Dev Libraries, 2024-Present
  • Certified React Developer, system, 2021
  • Contributor, Web Dev Technical Support Forum, Salesforce, 2016-Present
  • Volunteer Coordinator, JavaScript for Good, Columbus, 2016-Present
  • Certified Web Developer, Microsoft Certified Professional (MCP), 2023
  • Workshop Attendee, Full Stack Web Development Bootcamp, Ironclad Systems, 2017
  • Certification in Data-Driven Web Development Strategies, framework, 2015
  • Speaker, Web Developers Conference, 2021, Phoenix
  • Technical Support Team Lead, Ironclad Systems Web Tech Community, 2015-Present
  • Member, International Web Association (IWA) 2017 - Present

Certifications

  • Certified Information Technology Support Specialist | Meridian, 2017
  • Certified Kubernetes Administrator (CKA) | Cloud Native Computing Foundation, 2015
  • Certified Software Test Professional (CSTP) | International Software Testing Qualifications Board (ISTQB), 2024
  • Microsoft Certified: Azure DevOps Engineer Expert | Microsoft, 2021
  • Certified Python Developer | Beacon Labs, 2020
  • Certified Agile Leadership (CAL) | Scrum Alliance, 2023
  • Google Mobile Web Specialist Certification | Google, 2019
  • CompTIA A+ Certification | 2015
  • Certified Technical Leadership in Web Development | Summit Group, 2016
  • Certified Web Performance Optimization Expert | Cedar Works, 2017

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