Career Profile
Customer service-oriented technical software analyst with more than 6 years of experience in supporting and developing software systems.
Experiences
- Lead support engineer for several PaaS billing systems platforms Vindicia Subscribe, Retain, MarketOne Partner Lifecycle Management responsible for investigating end-to-end issues from Service Partners (Netflix, Spotify, etc), Integrators (Google App Store, Apple App Store), Payment Processors (33+ different Payment Processors such as Chase Paymentech, Orbital, CyberSource, Apple Pay, Google Pay, Amazon Pay, PayPal, etc), and Direct Carrier Billing Service Providers (ATTMX, T-Mobile, DirectTV, Altice)
- Technical Account Manager of DirecTV LATAM and Brazil throughout Vindicia’s migration from an on-premises data center to Amazon AWS Cloud for both Staging and Production Infrastructures
- Lead technical writer for platform status page communication updates, which includes but is not limited to infrastructure and application maintenance windows, service availability and performance status level, customer impacting external vendor (dependent supply chain) maintenance windows and service availability levels
- Generated data analytics insights through Seaborn, matplotlib, Pandas, Jupyter Notebook/Lab, python3, Postgres SQL, and logfile manipulation for data mining and data wrangling techniques to help measure business impact and causality of issues on time-series based data
- Reproduce customer API workflows to investigate issues and provides alternative solutions for customers based on their distinct integration flows
- Trains team members on investigation procedures based on recent or prior landmark cases and explains platform behavior based on data trends from the data store / database
- Concisely and frequently collaborates and coordinates with several interdisciplinary technical teams to reproduce issues, discuss product design related opportunities, provides impact analysis across escalated or impacting issue radar classes, assist with generating core application monitoring scripts so it can be categorized by Tenant in time-series DevOps monitoring tools such as Kibana and Prometheus
- Provided help desk support via email and phone to end-users of proprietary software
- Coordinated install operations with application engineers
- Maintained and audited several Postgres and SQL databases
- Escalate application and hardware issues to the appropriate engineering teams in order to resolve a user’s issue in a timely manner
- Provide a wide range of IT Services, solutions, and expertise to small businesses
- and family homes.
- Train clients on proper IT management solutions and infrastructure from ISPend-point to client device
- Respond to support requests through ticket system, phone calls, and emails
- Assisted in developing service desk documentation and processes
- Created several desktop and server applications to meet system design specifications using C#, WPF, AngularJS, HTML5, JavaScript, and MS SQL
- Provided support to end-users for software system integrations, deployments, and troubleshooting
- Created and updated technical and general documents for internal teams as well as end-users