As the Sr. Computer Specialist, I spearheaded a major upgrade to our Java-based systems, transitioning from Java 8 to Java 11 while integrating robust X.509 certificate authentication. This ensured secure communication between Jira, Confluence, and our custom LDAP service. I didn’t just update libraries—I re-envisioned the entire server architecture, reducing the server footprint from 7 to 5 by migrating from CentOS 7/Postgres 13 to Ubuntu 22.04/Postgres 16, which significantly reduced technical debt and streamlined system performance. Alongside these technical improvements, I created a comprehensive Atlassian guidebook, simplifying complex system administration tasks and user workflows. My cleanup of unused assets led to over a 200% improvement in system indexing speeds. I also introduced change management protocols that reduced untested code deployment in production, greatly minimizing errors.

During my tenure at Carbon Robotics, I was instrumental in transforming the company’s technical infrastructure. I spearheaded the rollout of Jira Software and Confluence across the entire organization, driving 100% user adoption through meticulous planning and execution. I also developed an internal Laravel, Python/Flask web application with Redis to manage our support accounts, improving team efficiency by 10%. Beyond development, I worked directly with Product and Engineering teams to help shape the company’s technical future, collaborating on an MVP written in TypeScript and Go. One of my key initiatives was automating the generation of weekly custom performance reports, reducing a 16-hour manual process to just 2 hours. My leadership extended to team growth, where I helped scale support operations from a small 6x16 to a robust 7x24 schedule, growing the team from 2 to 10 engineers. I created onboarding programs that seamlessly integrated 7 new engineers in just 4 weeks, and I was the primary escalation point during crucial support hours, ensuring high customer satisfaction.

While I was a Technical Support Engineer at Carbon Robotics I took a variety of roles and responsibilities, many of which carrying over to my role as Senior Technical Support Engineer. As the first member of the support organization I was responsible for writing many of the runbooks and technical manuals that are still used. Along with providing evening on-call support in a 7x19 schedule, I consistently achieved a sub 5 minute response time to initial support issues. I assisted the Director of Support by conduction bi-weekly ticket reviews, and team expansion.

While in the role of Advanced Support Engineer (ADV) at Coupa Software I was part of a global team supporting the entire Support Organization within the Company. The ADV Team has many responsibilities within the company however some of the most notable would be as subject matter experts (SMEs) within the particular section of the product they support, training and development of Technical Support Engineers, and deep investigation of potential issues within the product. While working with the team of Technical Support Engineers that I supported I was able to institute a process in which reduced the amount of tickets being sent for ADV review by requiring the review of all potential issues by the team's Senior Technical Support Engineer by 30 percent with the remaining 70% being investigated by the team in depth prior to moving on to the ADV Team due to the deep level training I provided to the team. I worked on a project overhauling the training and onboarding process for the global support organization. Within this I oversaw the challenge of updating, deduplication, and sunsetting of old documentation within our internal support portal. During this project I held meetings with teams both inside and out of the support organization and pulled resources to get a unified understanding of the support processes, to understand the needs of incoming new hires, and rectify the gaps in knowledge from portions of the product we had minimal to no documentation on.

During my time at Coupa Software as a Technical Support Engineer, I helped make customers successful by making sure that support tickets were resolved and customer needs were met in a timely and efficient manner.I drove a project to reduce support involvement and manual error in the reporting of failed Purchase Order and Invoice Transmission to customers and their respective suppliers, leading to a return of 15 work hours every week being given back to the support members to focus on other priority issues by working with key decision-makers in development to work towards automating the error reporting process.I also worked to train new hires on basic troubleshooting skills. As well as becoming a resource for team members in scripting languages as well as complex SQL queries to better diagnose issues. In my time at Coupa I became a technical subject matter expert on various aspects of the Coupa platform, specializing in the procurement functions such as Requisitions, Purchase Orders, Approval Chains, Invoicing, cXML Inbound, and Outbound transmissions.I expanded our knowledge base of product documentation and support articles by creating over 130% of the recommended goal as well as performing as the technical documentation reviewer and publisher for the US Procurement Support Team.While training customers on basic functions of the platform is outside the scope of the Technical Support Engineer role, I strive to be a resource for the customer and often offer additional time in meetings and occasional dedicated sessions to train and develop solutions to complex configurations of the Coupa Platform.

As a Patient Care Coordinator (PCC), I served as my patients' sole point of contact, advocate, and representative in the world of healthcare.I worked on my patient's behalf to schedule appointments with providers, coordinate clinical efforts in complex medical situations, approached physicians and providers for referrals and medical records collection.I engaged the patient's insurance provider(s) to resolve disputes with billing and provide detailed explanations in simple terms to the patients of their explanation of benefits (EOB) forms.I conceptualized and led a project to rework the process in which PCC's used to find providers specializing in behavioral and mental health allowing for a 40% better match rate between patients and their providers.Review medical records with exceptional attention to detail to ensure accuracy, precision, and validity of the documents.

While interning during the summers with Outlaw Wireless I took on a variety of projects and learning opportunities. I learned skills in micro-computing by exploring and managing a set of Raspberry Pi’s, network administration and management skills by shadowing the lead network engineer supported the client base, linux server administration and shell scripting. As well as assisted the Lead Network Engineer with the wiring of client homes and offices for high speed internet, as well as the deployment of new and maintenance of old network infrastructure via long range radio frequency communications.