Clarence L. Email & Phone Number

Vancouver, Bc, Ca

Supporting Microsoft's largest enterprise accounts to enable, troubleshoot, & support their Azure OpenAI & Cognitive Services implementations

Working directly with Microsoft's largest Enterprise-level accounts to enable, troubleshoot, & support their Azure OpenAI & Cognitive Services implementations. Contracted via Apex Systems.

Provided technical support to Sauce Labs' enterprise customers & general userbase, including development teams from many Fortune-500 companies. Enables, troubleshoots, and optimizes the automated QA testing of users' web & mobile applications. Affected by company-wide lay-offs in 2023, non-performance related. In this role, I performed the following:TEST SCRIPT TROUBLESHOOTING: - Reviewed the code of users' automated test scripts to resolve errors and optimize tests written in JavaScript, Python, Java, C#, and Ruby, and with industry-standard testing frameworks Selenium, Appium, Espresso, and XCUITest- Troubleshooted integration between users test scripts, Sauce Labs, and CI/CD tools such as Jenkins, Bamboo, and BitBucket- Advised users on test script performance optimization, particularly on cloud-based infrastructure NETWORKING:- Enabled and troubleshooted network proxy tunnels between Sauce Labs and users' internal networks by analyzing network logs- Identified issues in network tunnels including web certificate issues, firewall issues, and various tunnel configuration issuesSAAS APPLICATION TROUBLESHOOTING:- Investigated reported issues with Sauce Labs' application and setup test environments to replicate users' issues. Troubleshooted difficult issues requiring many dependencies to replicated

At Visier, I provided application support to Visier's Production users, and was responsible for the investigation and resolution of technical product issues. Left in 2021 to pursue other professional & personal development goals. BREADTH OF WORK:HOW-TO QUESTIONS: • Instructed end-users on how to generate certain analyses in Visier's HR analytics SAAS platform. This required an understanding of HR data analytics, the customers' datasets, and the application's capabilities• Instructed users on how to perform other tasks in Visier's SAAS platform, such as customizing their Visier instance, uploading files, managing users, and moreSSO / SFTP SETUP:• Led customers through SFTP setup and SSO integration• Investigated Splunk logs to troubleshoot causes of SFTP/SSO breakage, such as configuration issues, mistyped keys/urls, or blockage by firewalls DATA LOADING & TROUBLESHOOTING (ETL):• Facilitated the loading of data into customers' application instances• Troubleshooted errors in the data ETL process, querying files using traditional tools like Excel and Notepad++, as well as using a proprietary data file debugging application. • When required, navigated Bash shell CLI to manipulate files in a secure severBUG INVESTIGATION, REPLICATION, & REPORTING:• Investigated user-submitted application bugs, ensuring they are application-side issues, and not data issues/user-error• Replicated and documented application bugs and defects in JIRA, enabling developers to understand and triage bugsDOWNTIME INVESTIGATION:• Investigated application downtime and responsiveness issues. Resolved user-side issues, while escalating infrastructure-related issues to the SRE team • Responsible for a recurring 24hr on-call shift to respond to wide-spread application outages, maximizing application uptime(Note: Absent Dec 2020 - Feb 2021)

Vancouver, Canada Area

Performing IT Support at the UBC Department of Psychology, Canada's top ranked faculty of Psychology.(Left for the period of May 2018 - August 2018 to pursue an internship, re-joined in September 2018).In this role, I perform the following:• Provide day-to-day IT support to ensure technology worked seamlessly for the department's staff and faculty• Troubleshoot networking issues, user access issues, and hardware/software issues in Mac and Windows environments• Use technical analysis skill to diagnose and troubleshoot issues, showcasing my ability to collect information by communicating to users, using various internal knowledge-bases, and also self-research to solve new issues using external resources

Bachelor Of Commerce (B.Com.) With Honours, Business Technology Management

Awarded Chancellor's Scholar Designation

Business Administration

Dean's List (Fall 2014, Winter 2015)