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Skills

  • Customer-Centric Technical Support
  • Agile methodologies
  • Continuous process improvement
  • Team leadership and management
  • Bug Tracking & Resolution Expertise
  • Multitasking in High-Stress Environments
  • Proactive Feature Enhancement Recommendation
  • Customer Satisfaction Enhancement
  • Effective Communication with Stakeholders
  • Strategic problem-solving

Work Experiences

  • Drove QA testing on new software.
  • Drove implementation of relevant KPIs.
  • Deployed real-time feedback mechanisms.
  • Built a front-end monitoring dashboard.
  • Analyzed support service analytics, generating monthly reports that influenced future feature development prioritization, reducing manual interventions by 57%.
  • Analyzed support service analytics.
  • Educated on internal web app systems.
  • Detected major bugs before public rollouts.
  • Achieved a 26% decrease in new user support tickets.
  • Designed and rolled out a client-side diagnostic feature for Tableau, significantly lowering 'ghost' issues and unnecessary support calls.

Summaries

  • Contributed to a 82% increase in client satisfaction.
  • Accelerated bug detection by 5%.
  • Designed automated tools and web solutions.
  • Directed team efforts to improve client satisfaction.
  • Developed compelling customer-facing web solutions.
  • Developed front-end monitoring solutions.
  • Achieved 36% decrease in support tickets.
  • Achieved team-wide efficiency increases of 27% %.
  • Dedicated Web Developer Tech Support Team Lead.
  • Automated resource allocation for faster resolution of priority incidents.

Accomplishments

  • Implemented a real-time dashboard for incident tracking, reducing average resolution time for critical issues by 3%, ensuring proactive response.
  • Led a successful effort in reducing mean time to resolution (MTTR) for top-priority incidents by integrating new scripting tools, cutting down assessment times by 14 hours per escalation.
  • Authored and maintained comprehensive technical support documentation, ensuring a consistent 17% increase in first-call resolution rates by support agents.
  • Led a project to integrate new helpdesk features that supported multiple languages, improving service desk accessibility to international clients by 28%.
  • Participated in a multi-platform web application migration, ensuring 100% data integrity and system stability throughout the transition with a 38% reduction in post-launch issues.
  • Introduced advanced monitoring and dashboarding solutions, resulting in the detection of 72% more potential issues before clients reported them.
  • Spearheaded the integration of automation tools into routine processes, reducing manual processing time by 33% hours per week and increasing team productivity by 38%.
  • Monitored and managed support SLAs across departments, ensuring 55% compliance and reducing penalties for missed deadlines by 13%.
  • Transitioned legacy systems to cloud-based web applications, cutting support tickets by 25% while improving server uptime and performance.
  • Led quality assurance testing for tech support tools, identifying 18 critical bugs ahead of release, reducing field errors by 25% post-launch.

Affiliations

  • Member, DevOps Institute, 2023-Present
  • Certified Agile Practitioner, Agile Alliance, 2018
  • Member, Association of Software Support Professionals (ASSP), 2017-Present
  • Contributor, Web Dev Technical Support Forum, Salesforce, 2016-Present
  • Volunteer Organizer, Python Developers Association Meetup, Phoenix, 2015-Present
  • Contributor, GitHub Open Source Web Dev Libraries, 2024-Present
  • Leader, Front-End Engineers Community of Practice, Harbor & Co., 2020-Present
  • Alumni, Full-X Web Developer Immersive Program, program, 2016
  • Registered Member, HTML Writers Guild, 2019-Present
  • Member, Society for Technical Communication (STC) - category

Certifications

  • Certified Ethical Hacker (CEH) | EC-Council, 2019
  • Zend Certified PHP Engineer | Zend Technologies, 2024
  • AWS Certified DevOps Engineer - Professional | AWS, 2021
  • Selenium WebDriver Testing Certification | method, 2022
  • Certified Python Developer | Beacon Labs, 2020
  • Certified Agile Leadership (CAL) | Scrum Alliance, 2023
  • Certified Software Test Professional (CSTP) | International Software Testing Qualifications Board (ISTQB), 2024
  • Amazon Web Services Certified Solutions Architect | AWS, 2015
  • Certified Application Security Engineer (CASE) .NET | EC-Council, 2024
  • Certified Technical Leadership in Web Development | Summit Group, 2016

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