Donavon Miller Email & Phone Number

Charlotte, North Carolina, United States

• Supporting COTS (Commercial off the shelf) application deployments and maintenance (patching, enhancements, etc.) in Windows server environments.• Regularly leading Kanban meetings to ensure team alignment and workflow efficiency.• Serving as a primary technical liaison with vendors regarding defects related to Alert Enterprise Guardian. (Physical Identity/Access Management).• Acting as a liaison between the business area and technical organization by planning, conducting, and directing the analysis of complex business problems.• Leveraging Splunk to analyze logs, generate reports, and design interactive dashboards for improved system monitoring and insights.• Managing change requests using ServiceNow, ensuring efficient workflow and adherence to IT service management processes.

• Provided comprehensive SaaS product support for Intradiem (B2B software).• Tracked and managed cases using Salesforce. • Used troubleshooting tools such as Fiddler, Wireshark, Debugview, or Process Monitor to diagnose issues.• Collaborated with different departments, such as the development and the customer success team within Intradiem, to resolve complex support cases. • Utilized Windows Admin knowledge to troubleshoot issues on customer machines• Analyzed multiple logs in Windows and Linux environments to determine the causes of user-reported problems.• Utilized Postman to execute API calls and assist in troubleshooting API-related issues.• Queried SQL databases for data analysis.• Utilized ElasticSearch to review log files.

Charlotte, North Carolina, United States

• Provided Tier 3 technical support, specializing in premier customers and high-priority cases for B2B software.• Mentored Tier 1 and Tier 2 support teams, managing escalated cases and ensuring resolution of complex issues.• Delivered advanced technical support and exceptional customer service, guiding clients on software features and best practices.• Resolved a wide range of issues, from network-related problems (e.g., port configuration, firewall restrictions, Windows/SQL permissions) to complex software issues requiring log file analysis.• Consistently led the team in case closures, maintaining the highest monthly resolution rate.• Achieved a 99% positive satisfaction rate based on customer feedback surveys.• Provided expert support for Database Performance Analyzer, SQL Sentry, and Database Mapper, with a primary focus on SQL Sentry, a Windows-based application.

Charlotte, North Carolina, United States

• Acted as the primary point of contact for customer-reported incidents involving software and services in a B2B environment.• Assisted DBAs in troubleshooting performance issues on database servers, ensuring system efficiency and uptime.• Provided support for SQL Sentry and Database Mapper, with a primary focus on SQL Sentry, a Windows-based application.• Guided and educated customers within established procedures, ensuring thorough solutions to their technical and service-related inquiries.• Created backend queries to investigate and troubleshoot issues at the database level of customer’s environments.

Charlotte, North Carolina Area

• Acted as the primary point of contact for customer-reported incidents involving software and services in a B2B environment.• Assisted DBAs in troubleshooting performance issues on database servers, ensuring system efficiency and uptime.• Provided support for SQL Sentry and Database Mapper, with a primary focus on SQL Sentry, a Windows-based application.• Guided and educated customers within established procedures, ensuring thorough solutions to their technical and service-related inquiries.• Created backend queries to investigate and troubleshoot issues at the database level of customer’s environments.

Charlotte, North Carolina Area

• Trained on proprietary 3PL software that utilizes Microsoft Dynamics NAV • Used Asana to help employees stay organized and manage workflow • Learned debugging tools and tactics for software applications • Helped with back-end administration of database objects • Audited and improved eLearning and other software documentation • Compared multiple versions/releases of software code to identify differences and improvements