Experience

Arkatechture

• United States
• Data Infrastructure and Analytics
• 1 - 100 Employee

• Tableau Server Architect & Administrator

  • Sep 2022 - Present



Mercury Healthcare (Now WebMD Ignite)

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Support Analyst

  • Apr 2022 - Sep 2022

  - Setup and maintenance of users within Okta, AWS, auth0, Salesforce, SFTP, and proprietary software- Collaborated with IAM security engineers to design and implement automated RBAC (role-based access) across the company- Pioneered a new team - wrote service desk procedures and workflows, trained new analysts- Triaged and assigned cases for data operations, tech support, and account access- Redesigned case creation forms to improve data collection and reporting- Created and maintained the L1 support knowledge base utilizing industry best practices

• Technical Support Engineer

  • Feb 2019 - Apr 2022

  - Triaged, fixed, and escalated many kinds of application issues related to integrations: data, data pipelines, networking, and authentication- Setup and troubleshooting of proprietary and commercially available apis, databases built for healthcare, marketing, and call centers- Incident management- Tested and assessed impact of many types of software updates- Investigated and solved AWS S3 & Transfer Family issues- Worked within Agile and Scrum environments for software development- Created and improved operating procedures for adherence to HIPAA and HITRUST standards- Created and maintained the L2 support knowledge base utilizing best practices (ITIL,ITSM,KCS)- Trained new L1/L2 engineers



American Family Insurance

• United States
• Insurance
• 700 & Above Employee

• IT Service Desk Analyst

  • Oct 2016 - Feb 2019

  - Windows XP/7/10 troubleshooting - Supported all software included in the Enterprise Microsoft 365 suite - Network monitoring and troubleshooting of routers,switches,voip phones - Troubleshooting of network printers and print servers - Troubleshooting of software related to claims, estimation, expense reporting, data warehousing - Created and maintained the call center technical support knowledge base - Trained ~30 call center tech support agents - Windows XP/7/10 troubleshooting - Supported all software included in the Enterprise Microsoft 365 suite - Network monitoring and troubleshooting of routers,switches,voip phones - Troubleshooting of network printers and print servers - Troubleshooting of software related to claims, estimation, expense reporting, data warehousing - Created and maintained the call center technical support knowledge base - Trained ~30 call center tech support agents



Web Courseworks

• United States
• E-Learning Providers
• 1 - 100 Employee

• Quality Assurance Specialist

  • Jun 2015 - Jan 2016

  - Manual and automated testing in staging and production environments - Development and execution of test plans for learning management systems - Development of customer service level agreements - Bug and enhancement tracking in an Agile/SCRUM environment - Manual and automated testing in staging and production environments - Development and execution of test plans for learning management systems - Development of customer service level agreements - Bug and enhancement tracking in an Agile/SCRUM environment



Wisconsin Development .com LLC

• Verona, WI

• Systems Consultant

  • 2013 - Jun 2015

  System design, network administration, and news aggregation systems for WDNews, WDNGreen, FutureWisconsin.com, and the Wisconsin Development Network System design, network administration, and news aggregation systems for WDNews, WDNGreen, FutureWisconsin.com, and the Wisconsin Development Network



Gates Business Solutions

• Jordan
• Software Development

• Project Manager

  • Apr 2011 - Sep 2011

  Responsible for maintaining and implementing auto direct repair programs.

• QA Analyst

  • Apr 2010 - Apr 2011

  - Manual testing of bugs, enhancements- Bug reporting, tracking, escalation- Developed and ran test plans- Created best practices and SOPs

• Customer Care Representative, Performance Claims

  • Nov 2009 - Oct 2010

  Assisted with the implementation of vehicle insurance companies direct repair programs. Tech support via email and phone for insurance clients and repair shops.