Supported businesses through even the most critical integration issues disrupting their systems. I am the first contact to attend emergency bridges during the highest priority incidents to assist in restoring connectivity, access, and/or functionality.These issues spanned through all of the many ways to integrate with ServiceNow, with focus in a few areas:- Solved customer issues with the import and transform of their data. Such as through the configuration of data sources and their protocols (HTTPS, SFTP, etc), or even the transform maps responsible for preparing that data for their instances.- Kept email communications moving between customers and their instances. Resolving these issues requires an intimate understanding of message protocols (SMTP, IMAP, POP3) and how they interact, along with security features such as DKIM and SPF.- Cracked authentication issues for both customer access to their instances and for external communications, such as inbound and outbound REST. This helped me develop a strong understanding of OAuth flows, issues, and practices. Multi-provider SSO is always a fun challenge to overcome as well!- Debugged JavaScript in customer scripts to isolate issues they may be causing for their integrations, especially within installation exits or inbound email actions. This often extends to business rules and script includes as well.

Acted as the technical contact throughout merchants' full payment lifecycle which encompasses integration, expansion, and operational excellence:- Guided engineers, product owners and architects through implementing open source frontend components, SDK, and/or enterprise RESTful API in their checkout.- Consulted merchants on their backend integrations, including request parameters, server code debugging, advice on integrating new API features, and code examples.- Advocated for developers by improving external documentation and personally submitting feature requests + feedback.Made quick and informed decisions under pressure. My focus area involved directly supporting merchants affected by integration issues involving their live payment volume. This often entailed live debugging in war rooms or bridges with external engineering teams.

An immersive program that improved my software engineering fundamentals with a focus on web development. This was a fast-paced program where I built several complex full-stack applications; all were polished and deployed by small teams of engineers. We were challenged with the challenge of system design from the ground up, only working off of feature requests and working on an agile team to produce a peer-reviewed final product.I had the opportunity to work on these teams both as a system architect and project manager. Here, I grew familiar with daily stand-ups, maintaining an engineering journal, and project management techniques like Kanban, JIRA, and story boards. Though I consider this a byproduct of the experience, here are some of the technologies I've come to learn from the immersive:- Web fundamentals (JavaScript, HTML, CSS)- React- Node.js- Express- ORM such as Mongoose, Sequelize- SQL (through both MySQL and SQLite), MongoDB, Postgres- AWS- Frontend testing tools (especially Jest w/ RTL)

Provided customer support at an elevated tier, providing direct support to executives, high profile social media users, and the Legal Team. Gave insight into high priority customer concerns with thorough research and subsequent detailed summaries.- When appropriate or requested, took complete and personal ownership over escalated cases from executives.- Abided by strict SLA's, while solving sensitive customer problems and maintaining the utmost professionalism.- Addressed queries related to Upwork's Terms of Service and contractual obligations

Support Upwork users with all aspects of being an Upwork client, including the process of hiring and managing freelancers for their project and business needs. Email and chat were the primary avenues of communication, managed with Zendesk.- Assist clients with making hires, while imparting best hiring and work management practices- Support clients with empathy and impartial advice should contract problems arise with their freelancer(s)- Help resolve payment method issues, and assist clients in meeting their financial obligations to their freelancers

Provided L2 IT support for XFINITY's Internet service and XFINITY Home, Comcast's Wi-Fi home security system. - Diagnosed home internet and network issues affecting system connectivity, including the troubleshooting and configuration of common network devices such as switches, modems, and routers.- Broke down technical concepts like TCP/IP addressing and firewalls to non-technical users.- Educated and guided customers through hardware maintenance, such as sensor battery replacement and adding devices like cameras to their LAN.

Performed camera surveillance over a two-building, multi-floor casino and resort. Engaged in mostly autonomous, active observation in a bustling, high pressure environment.- Maintained intimate familiarity with West Virginia gaming law and regulations, as well as company policies and procedures.- Analyzed game strategy or performed close watch on any players deemed to be high risk by a pit boss or management.- Accurately followed and maintained visibility, via manual camera control, on any ongoing events or emergencies. Summarized, edited and/or presented resulting evidence for local authorities or table games management.

Served as a driver and gunner on both an Up-armored HMMWV and Bradley Fighting Vehicle in the 1/150th Cavalry Regiment, 30th Armored Brigade.- Honed leadership through management of a team of 4 soldiers through troop exercises and daily tasks.- Maintained mastery in operations and maintenance of both personal and crew-serve weaponry and reconnaissance technology (M2 .50-Caliber MG and MK19 GL)- Logged 300+ hours of active driver time and performed expectations at gunnery, and on both personal and crew-serve weapon qualifications.