Griffin Tempel Email & Phone Number

Chicago, Il, Us

Handle Tier II/III support for Operations users of CRM tools and dependent systems.Act as an escalation point to other support teams.Investigate, diagnose and debug production issues coming from agents, alerts and other escalation paths.Reproduce and debug customer issues by using existing, or building new, tools.Increase incident response and resolution efficiencies and lower the human intervention time on related tasks.Collaborate with other technology teams across the organization to create effective monitoring solutions.Escalate trends, bugs, and other system errors to product and engineering teams to provide corrective and preventative actions.Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides.Identify and troubleshoot recurring issues and own projects to drive product improvements.Drive critical escalations in technically challenging situations in collaboration with engineering teams.Monitor and manage communications during high impact incidents via relevant channels.

Served as the primary internal point of contact for triaging issues and requests in both live and non-live environments.Utilized monitoring tools such as Icinga, Grafana, Prometheus, and ELK to continuously monitor the production environment of a hybrid SaaS trading platform.Evaluated and executed Chef-based deployments, adjusting based on the required uptime and market schedules of each component.Identified bugs and points of manual toil hampering our team’s effectiveness, then raised a related Jira and tracked through to completion.Developed and deployed code changes for creating and adjusting Prometheus and Icinga alerts.Created Python scripts to verify the health/status of new HMS Proxy components added by the security team, improving the stability and security of the production environment.

Identified and analyzed chronic application issues, collaborating with developers to reduce manual toil and minimize failures.Aggregated critical data using SQL queries and shell scripts to analyze production issues and operational queries.Implemented monitoring solutions for internal and external API endpoints critical to the production environment, with health checks via Grafana dashboard.Conducted root-cause analysis calls after resolving critical production issues to enhance team and application efficiency.Implemented a monitoring solution using a shell script, and Grafana to detect downtime in a third-party API that was impacting daily transaction processing.

Bloomington, Indiana, United States

• Managed members through scheduling, tracking attendance, and providing support.• Coordinated program logistics, instructional topics, and required teaching materials for STEM programs.• Created and conduct Lesson Plans that align with Indiana Dept. of Education, State Standards for Computer Science.

Bloomington, Indiana, United States

• Researched topics including PHP, Javascript, Agile, Github, PHP, and Wordpress.• Prepared PowerPoints covering researched topics, with the goal of teaching other interns.• Presented PowerPoints to fellow interns in the hope of increasing their expertise in each subject, making them more effective to their respective teams.