Devin Duer Email & Phone Number

Responsibilities:• Gathered logs and technical details for reported bugs• Contributed to internal tooling and production codebase• Initialized and maintained infrastructure directly in AWS and via Terraform• Created, maintained and optimized Postgres databases, indexes, procedures, tables, etc.• Resolved customer complaints within SLA timelines, regularly handling non-standard issues via bash or python automation, API calls, and/or altering database data directly• Organized, documented and resolved emergency meetings when production impacts occurred• Maintained internal documentationKey Contributions:• Improved performance of several key production database queries by over 500% after identifying and resolving optimization opportunities• Involved in the execution of a major restructure of BI infrastructure, resulting in a 30% reduction in our overall AWS bill• Reduced time spent on non-bug-reporting tickets by 50% or more via automation and internal tool creation/maintenance

Senior member of the Cash Application support team, where I’m the member who handles the most technical and escalated customer issues involving our product. Said issues involve, but are not limited to: customer relations management, working with external IT teams, creating SQL queries, creating Rundeck scripts/reports, troubleshooting FTP logs/connections, Python scripting, analyzing EDI820, BAI2, MT940, and proprietary file standard files, debugging source code, working with subject matter experts from the development, operations, and database teams, retooling database index structures, data analysis, troubleshooting proprietary scanning software, maintaining/improving Python-based internal tools and creating/maintaining PowerShell scripts. I am the primary representative of the support team in almost all discussions that involve non-support teams, and I am consulted for my expertise every time a major change is being planned that may impact customers.Key Contributions: • I have a critical role in ensuring that no small part of the estimated $100 billion that goes through Billtrust every year is accounted for, both in our customers’ books and in their bank accounts. • I troubleshoot and resolve CI/CD pipeline issues relating to our product via Jenkins and scripting, the primary goal of which being to streamline our Azure usage and only spend the money we need to. • I uncovered a major DNS propagation issue with some of Mimecast’s outgoing SMTP servers that was causing some of our largest customers’ emails to be blocked outright by Proofpoint. • Among my automation accomplishments are: ◦ A 40% increase in payment-remittance match rate for a $9.7+ billion annual revenue customer. ◦ A 28% increase in invoice-remittance line match rate for a $1.4+ billion annual revenue customer.

Verona, Wisconsin

Brought on to provide expert-level support for the Care Everywhere and EpicCare Link applications to my hospital analyst counterparts. I consulted with 12 teams of analysts on a regular basis, providing advice, insight, troubleshooting, solution design, and project management, with the end goal of improving patient care. I scoped, designed, and implemented certificate-based connections for the secure transfer of patient data between healthcare organizations to increase interoperability. I advised clients on the maintenance of Windows servers that host EpicCare Link, Epic’s provider portal, and improved clinical outcomes by implementing new features and processes surrounding the portal. I ensured customer success by carefully handling escalations, both to Epic leadership and C-level executives at customer sites.Key Contributions:● Heavily involved in the first customer implementation of a DICOM gateway for use with cloud computing. Worked closely with developers, subject matter experts, and customer counterparts to iron out bugs and gaps in documentation.● Designed a Powershell-based solution, used to aggregate customer data, that plays an essential role in identifying network-wide issues. The script is run over both unique and recurring datasets weekly for ~400 healthcare organizationsacross the US and abroad. Worked closely with developers and subject matter experts to ensure ease of use, flexibility, and future-proofing of the script.● Helped to maintain Epic’s relations with competing vendors as part of Epic’s participation in the Carequality framework. Facilitated meetings, brought and received feedback, and worked through mutual issues with competitors in order to improve patient care through interoperability.

Tuscaloosa

Brought on to provide Tier 1 Technical Support for faculty and students of the College of Communication. Provided routine maintenance/cleaning for, set up, and solved hardware and software issues involving: projectors, printers, Windows and Mac machines, Adobe suite programs, document cameras, virtual reality, presenter interfaces, and televisions. Solved issues both over the phone and in person in stressful, time-sensitive situations, ensuring an optimal learning environment for students.Key Contributions:● Part of a large-scale cleanup effort involving decades of old tech inventory● Trusted with various handiwork involving wiring and furniture assembly/disassembly● First point of contact for faculty & staff for any and all tech-related issues/questions

Tuscaloosa, Alabama Area

-Perform routine maintenance on a variety of systems & hardware, including repair/replacement of computer components, printers, et cetera-Troubleshoot technology-related issues for students and faculty