Experience

CloudFit Software

• United States
• Software Development
• 100 - 200 Employee

• Site Reliability Engineer

  • Nov 2021 - Present

  • Supporting clients using Azure cloud environments • Writing technical design documents for implementation and onboarding • Understanding business requirements and designing and facilitating adoption of infrastructure using APM and Kubernetes • Work closely with product Devops, support and development teams to remedy client issues • Developing weekly reports for clients related to Compliance status using Powershell scripting • Managing SLAs in ServiceNow using incident retrospectives to understand root causes, determine remediation and drive continuous improvement • Apply software engineering best practices to daily work and participate in the full development lifecycle. This includes code reviews, daily standups, monthly engineering reviews, source code management, build processes, and finally testing and support of production code. • Communicating with users, technical engineers, and management to elicit requirements, describe product features, and review technical design topics and then translate those requirements into deployable and supportable software. Show less



Tufts Health Plan

• United States
• Insurance
• 700 & Above Employee

• Application Administrator II

  • Jul 2019 - Nov 2021

  Managing the technical aspects of the vendor relationship for assigned application • Working with vendor, application development team in implementation of proposed upgrades, enhancements, and additional modules to expand the functionality and/or performance of the application using Microfocus UFT • Responsible for system capacity planning, back-up, recovery, and disaster recovery of HealthRules Payor application • Performing production support activities, including incident analysis and resolution in Servicenow and Salesforce • Responsible for file masking and EDI loading for respective projects involving compiling reports in SQL Database • Working in Agile environments involving Sprints for multiple upgrade projects over months Show less



Centiro Solutions

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Application Specialist

  • Mar 2017 - Jul 2019

  • First US-based engineer troubleshooting and resolving all customer inquiries globally • Conducting software implementation for VP Clients, as well as being escalation point during Go-Lives • Performing Quality Assurance reviews to ensure products processes and systems effectively meets client expectations • Collaborating with global teams to meet SLA of incident management queue with utilization of SQL and remote applications • Routinely lead weekly meetings to present trend analysis reports and proactively recommend pre-emptive measures for platform stability and incident reduction • Documenting and logging technical manuals to establish a knowledge base for internal and external education • Provide on-boarding and mentoring new employees Show less



Swiss Post Solutions, Inc.

• Operations Analyst

  • Feb 2015 - Mar 2017

  • Sole technician providing global customer support and local on-site support, tracked by ServiceNow • Perform functional, system and integration tests for new and existing applications to ensure product functionality within organization • Manage user access rights and privileges to end users • Troubleshoot and resolve on-site daily hardware and software issues • Maintained and deployed backups using Endpoint Full Disk Encryption Software and recovery solutions • Deployed desktops, laptops, servers, mobile devices, Wi-Fi and varying technologies • Onsite support for executive conference rooms, including connectivity and troubleshooting for electronic devices Show less



Cigital, Inc

• United States
• Software Development
• 1 - 100 Employee

• Product Support Engineer

  • Jun 2014 - Nov 2014

  • Customer support with Visual Studio/Eclipse plugin to improve coding (SecureAssist) • Utilized MySQL server and Apache Derby to implement and troubleshoot enterprise software • Tier 1 support for customer issues and concerns • Increased efficiency and time management by constructing an FAQ knowledge base for clients and colleagues • Testing software beta releases in virtual environment for quality assurance • Customer support with Visual Studio/Eclipse plugin to improve coding (SecureAssist) • Utilized MySQL server and Apache Derby to implement and troubleshoot enterprise software • Tier 1 support for customer issues and concerns • Increased efficiency and time management by constructing an FAQ knowledge base for clients and colleagues • Testing software beta releases in virtual environment for quality assurance



Best Buy

• Retail
• 700 & Above Employee

• Geek Squad Customer Service Agent

  • Jun 2013 - Jun 2014

  • Communicate with the customers regarding technical matters with devices • Utilize queue system for corresponding with clients for organized and efficient communication • Generate log reports regarding client matters for client services • Deploy newly purchased computers for customers through software/firmware updates • Communicate with the customers regarding technical matters with devices • Utilize queue system for corresponding with clients for organized and efficient communication • Generate log reports regarding client matters for client services • Deploy newly purchased computers for customers through software/firmware updates



Alzheimer's Association

• United States
• Non-profit Organizations

• It Intern

  • May 2012 - May 2014

  • Provided software troubleshooting and driver management to solve software malfunctions on computers within the office • Computer hardware/software repairs and installation (Windows and Mac) • Provided new computer upgrades and imaging hard drives from scratch with Windows OS then creating backups as precaution • Provided software troubleshooting and driver management to solve software malfunctions on computers within the office • Computer hardware/software repairs and installation (Windows and Mac) • Provided new computer upgrades and imaging hard drives from scratch with Windows OS then creating backups as precaution


Boston University
• United States
• Higher Education
• 700 & Above Employee
• Mailroom Clerk

  • Feb 2013 - Apr 2014

Walgreens
• United States
• Retail
• 100 - 200 Employee
• Photo Technician

  • Jun 2010 - Jun 2013