Experience

Files.com
• United States
• Software Development
• 1 - 100 Employee
• Customer Support Engineer

  • Apr 2023 - Present


Tableau Software

• France
• IT System Custom Software Development
• 1 - 100 Employee

• Senior Technical Support Engineer

  • Feb 2021 - Mar 2023

  + Analyzed, troubleshot, and diagnosed Tableau Cloud and Server issues to ensure quick resolution and high customer satisfaction.+ Provided in-depth investigation of technical issues including API errors (REST, JavaScript, Python, Metadata, GraphQL), analysis of non-functioning queries, connection errors with databases, and analysis & request tracing in Tableau Cloud site logs via Splunk queries.+ Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case.+ Utilized AWS-hosted virtual machines for bug reproduction & testing.+ Updated cases regularly & utilized email, phone calls, and video calls to communicate investigation, root causes, and resolution steps to customers with empathy, clarity, and professionalism.+ Coordinated screen shares with customers, and sometimes the Tableau Development team or third parties (e.g., consultants, external orgs) to troubleshoot, and resolve customers' technical issues.+ Coordinated with the Tableau Development team for issues requiring bug fixes, and kept customers updated on investigations & resolutions.+ Coordinated with Incident Response team to handle large-scale incidents up to and including complete unavailability of the Tableau Cloud site. Quickly processed large volumes of incident cases, created documentation, and communicated with anxious customers.+ Documented rare and novel issues by creating articles for internal & external knowledge base.+ Analyzed technical issues, tested hypotheses, and examined log files to positively identify the root cause & provide steps to resolve.+ Shared information about unusual issues or cases with the team during daily team standups and weekly team meetings.+ Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development. Show less

• Technical Support Engineer

  • Sep 2017 - Feb 2021

  Description pending, but I love it here!



Experis

• United States
• Staffing and Recruiting

• Test Associate III & Team Lead

  • Jan 2017 - Sep 2017

  + Coordinated test tasks and bug flow for 6 testers, ensuring timely completion of assigned tasks, project deadlines, and milestones. + Communicated with fellow leads and tracked task/milestone progress in Excel in order to provide regular updates to project lead, ensuring visibility of both regular task status and unforeseen issues. + Audited tasks and bugs before routing through their appropriate workflow, ensuring uniform high quality of team’s work output. + Facilitated cross-team communication between testers, developers, engineers, and leadership, to ensure as much clarity as possible regarding expectations, task requirements, and deadlines. Show less



Launch Consulting Group

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• Universal Store Guardians Lead, Catalog Operations (Microsoft)

  • May 2015 - Jul 2016

  + Ensured developer compliance with Windows Universal Store policy through management and coordination of team projects between Guardians and external teams (Leadership, Fraud Investigation, Catalog Operations, and Windows Store Engineers) + Assisted the Sr. Business Ops Program Manager and served as a team member on major projects. Performed planning and coordination tasks for these special projects and programs. Led project execution and reported progress and data to leadership. + Independently performed limited scope projects to improve existing tools and processes. Drove initiatives with an external engineering team to guide development of a brand-new, comprehensive appstore catalog administration tool. + Collected data from daily operations and special projects, identified Key Performance Indicators, and presented regular reports on store and customer impacts. Used these data and KPIs to drive major decisions and plans for Windows Store strategy. + Provided and interpreted policy information to team members and leadership. Maintained a common vocabulary of policy knowledge and interepretation between Guardians team members and external orgs. + Provided in-depth Audits Helpdesk and Excel skill support for the Guardians team. ===== AWARDS AND DISTINCTIONS ===== + Within days of hire, identified opportunities for automation and vastly increased the efficiency by which team members could audit the store for policy violations. Three major rings of fraudulent developers were discovered and subsequently removed. + Developed Excel macros for team members to automate repetitive, tasks, freeing substantial resources to assist in other audits and projects. + Led project to create documentation from the ground up for all team functions, resulting in a full set of playbooks for Guardians tasks and responsibilities, ensuring continuity of knowledge and work quality. Show less



Amazon

• Bangladesh
• Advertising Services
• 1 - 100 Employee

• Mobile Ad Operations

  • Mar 2014 - Nov 2014

  + Trafficked/managed ad campaigns on the Amazon Mobile Ad Network. Provided excellent customer service to account managers/account executives. + Provided inventory availability, insight, and analysis, ensuring maximum possible sell-through rate. + Ensured contract terms were met: delivery rates, start/end date, et al. + Thoroughly QA’d all live campaigns before launch, minimizing revenue loss due to errors and mid-campaign corrections. + Lead team member in charge of metrics reporting and analysis. Created and distributed multiple recurring metrics reports for both internal and external use. Used daily/weekly metrics to develop per-campaign optimization strategies; adjusting campaign performance and maximizing revenue yield. + Troubleshot operational campaign issues with internal and external parties and executed or provided corrective actions. ===== AWARDS AND DISTINCTIONS ===== + Automated and revised weekly metrics report; build time reduced from 7 man-hours between 2 people to 1.5 hours for one person. At-a-glance readability also greatly improved. + Developed and distributed new documentation for campaign set-up, QA, and optimization; standardization allowed easier campaign workload redistribution and coverage. Show less



Microsoft

• United States
• Software Development
• 200 - 300 Employee

• Upgrade Services Engineer

  • May 2013 - Dec 2013

  + Facilitated migration from Live@Edu to Office365: ++ 34,776 educational institutions worldwide ++ 125,711,775 mailboxes ++ 145,153,199 LiveIDs. + Used Product Studio to consistently triage and remediate a large volume of bugs, well below the enforced 15m max response time. + Communicated and coordinated actions with several external teams (e.g.: SyndC, MOC, Exchange, O365, Support, Azure) + Created, revised, and clarified TSG documentation as necessary. + Analyzed data with Excel and presented reports for superiors (e.g. Monthly Business Reports, migration progress, error metrics, etc.) + Automated processes and increased overall productivity by creating Powershell scripts, and modifying existing tools. + Queried databases using SQL/Linq and refined existing scripts to provide more accurate, relevant, or lucid information. Reduced inaccuracies and ambiguous documentation, contributing to fewer man-hours spent resolving tickets. ===== AWARDS AND DISTINCTIONS ===== + Assisted server re-image efforts with a Powershell script to automatically check/create directories and set permissions. + Assisted SQL Server patching by creating a function to determine if conditions would allow safe backup + Wrote multiple scripts to automate commonly-encountered repetitive processes (e.g. resolving dupes, assigning hundreds of bug numbers in SSA), saving an estimated 3 to 5 man-hours per week. + Considered the Excel go-to guy for projects (e.g. Monthly Business Reports), how-tos, and fielding questions. Created automation tools in VBA. + Standardized escalation email format and distributed to team; clarity and expedience of communication greatly improved, leading to faster response and resolution times. Show less



ESPN

• United States
• Broadcast Media Production and Distribution
• 700 & Above Employee

• 3rd Party Reporting Analyst

  • Aug 2011 - Dec 2012

  + Used Excel to consistently process and analyze large amounts of conflicting ad delivery data. + Supported Advertising Account Managers and Accounting by providing timely, accurate delivery data. + Retrieved third-party delivery data from various reporting vendors, e.g. DART, MediaMind, ATLAS, etc. + Facilitated the third-party billing process and reduced revenue loss by analyzing delivery discrepancies. + Reviewed and prioritized discrepancies and provided corrective direction to Account Managers. + Provided ad-hoc reporting for specific campaigns, date ranges, and line items, as well as back-billing for previous months not yet billed due to campaign reporting discrepancies or setup errors. ===== AWARDS AND DISTINCTIONS ===== + Consistently above-average billing completion rates; set record in April 2012 with 91% completion by deadline—average completion rate approx. 75-80%. Has maintained 85+% completion rate in subsequent months, to include two more 90+% completion rates—highest ever in the position. + Created tracking spreadsheet in order to organize an extremely high number of custom billing requests, quickly resulting in a vast reduction of back-billing backlog size, as well as improving response and turnaround time in subsequent months. Show less



Avitech International Corporation

• United States
• Telecommunications
• 1 - 100 Employee

• Assistant Product Analyst

  • Jan 2011 - Aug 2011

  + Used Microsoft Excel to gather and analyze market data, competitor activity, market trends, etc. + Assisted in the preparation of marketing materials using Microsoft Word. + Organized and held seminars with Powerpoint about aspects of the market, company, or products. ===== AWARDS AND DISTINCTIONS ===== + Chosen as sole Ford AV trade show representative only three weeks after hire. + Created missing, yet necessary documentation on product setup procedures for Windows 7. + Had significant role in maintaining, updating, and killing bugs on the company website. Show less



Star Protection Agency, LLC

• United States
• Security and Investigations
• 300 - 400 Employee

• Security Officer

  • Aug 2009 - Jan 2011

  + Patrolled premises to prevent and detect signs of intrusion and ensure security all points of entry. + Monitored and authorized entrance and departure of employees, visitors, and other persons. + Wrote reports of daily activities and irregularities, such as equipment/property damage, theft, etc. + Answered telephone calls and took messages during non-business hours. + Warned persons of rule infractions or violations, and apprehended or evicted violators from premises. + Patrolled premises to prevent and detect signs of intrusion and ensure security all points of entry. + Monitored and authorized entrance and departure of employees, visitors, and other persons. + Wrote reports of daily activities and irregularities, such as equipment/property damage, theft, etc. + Answered telephone calls and took messages during non-business hours. + Warned persons of rule infractions or violations, and apprehended or evicted violators from premises.



Mistras Group, Inc.

• United States
• Specialty Trade Contractors
• 700 & Above Employee

• Nondestructive Testing Technician

  • Sep 2007 - Aug 2009

  + Prepared fluids and parts for nondestructive inspection. + Inspected structures, components, and systems, interpreted results, and reported any defect information. + Established radiation areas for radiographic operations. + Detected various flaws using penetrant, magnetic particle, radiographic, and ultrasonic test equipment. ===== AWARDS AND DISTINCTIONS ===== + Designed and constructed a centralized tool crib, assisting 5 others in the moving and installation of dispatch equipment and metal shelves. Show less



KLC School Partnerships

• Site Director

  • Oct 2006 - Sep 2007

  + Planned and implemented activities for school-age children. Built rapport with children, parents and school officials. Developed and maintained professional relationships with parents. + Assisted and supervised children during activities. Recognized needs and counseled children utilizing developmentally appropriate practices. Maintained cleanliness and safe environment. + Ensured appropriate information was communicated in a timely manner. + Planned and implemented activities for school-age children. Built rapport with children, parents and school officials. Developed and maintained professional relationships with parents. + Assisted and supervised children during activities. Recognized needs and counseled children utilizing developmentally appropriate practices. Maintained cleanliness and safe environment. + Ensured appropriate information was communicated in a timely manner.



United States Air Force

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Nondestructive Inspection Journeyman

  • Sep 2001 - Oct 2006

  + Provided administrative support for 185 personnel within 7 work centers. + Reviewed, prepared, organized and distributed all flight correspondence. + Used Microsoft Excel to manage flight's Enlisted Performance Reports, decoration program, Records Management, recall roster, Vital Records, Status of Resources and Training System. + Managed all forms and publication requirements. + Coordinated all personnel actions between the flight and Commander's Support Staff. ===== AWARDS AND DISTINCTIONS ===== + “Outstanding Performer,” 2005 PACAF Unit Compliance Inspection, for performance above and beyond expected duties and knowledge. One of two distinctions awarded in the squadron. + Air Force Achievement Medal, 03 December 2003 for meritorious service (full citation available upon request). + As Data Integrity Team monitor, developed and implemented new policies on job data documentation, bringing pre-correction error rates from ~10% to under 2%. + Worked with MSgt Rory Hester to upgrade an aging PCAMS program. Used Word to create a comprehensive manual and standardized training program that was distributed Air Force-wide. + Appointed as Consolidated Tool Kit (CTK) Monitor as an E-3 (typically held by E-5+). Overhauled CTK to comply with regulations and present a more professional appearance. Increased QA pass rate from 70% to 98.5%, with zero major discrepancies during time as CTK monitor. + Created Excel spreadsheet for flight paperwork accountability, ensuring 100% accountability. Paperwork loss virtually eliminated. + Created Excel worksheet to track EPR suspenses and due dates in a flight-accessible network folder, ensuring 100% visibility of deadlines. Zero further incidents of late EPRs. + Member of Tiger Team, 4 airmen that inspected CTKs across the unit. Ensured total compliance for 2005 Unit Compliance Inspection, directly contributed to “Excellent” rating. Show less