Iris B. Email & Phone Number

Queenstown Lakes, Otago, New Zealand

Queenstown, Aotearoa

New Zealand

Train and mentor Technical Support Engineers on troubleshooting Carbon Black EDR Support APJ and EMEA customers with issues related to Carbon Black productsKnowledge Centered Service (KCS) Coach

Portland, Oregon Area (100% Remote)

Resolved technical issues with Carbon Black Response - a threat hunting tool - and Carbon Black Predictive Security Cloud (PSC) - a next generation anti-virus suite - via Salesforce tickets and Webex screen shares. Troubleshooting could involve any point of the server stack including Postgres, Nginx, Datastore Solr, REST API and RabbitMQ or on the Windows, Linux and Mac endpoints.Served as the designated support engineer for multiple fortune 500 customers while also supporting our… Show more Resolved technical issues with Carbon Black Response - a threat hunting tool - and Carbon Black Predictive Security Cloud (PSC) - a next generation anti-virus suite - via Salesforce tickets and Webex screen shares. Troubleshooting could involve any point of the server stack including Postgres, Nginx, Datastore Solr, REST API and RabbitMQ or on the Windows, Linux and Mac endpoints.Served as the designated support engineer for multiple fortune 500 customers while also supporting our regular pool of customers. On any given day, I would jump on calls with my own customers to resolve a case, or join a co-worker to assist in their troubleshooting. Gained mentoring experience as a Licensed Knowledge Centered Service Coach, helping multiple colleagues to become licensed publishers for knowledge articles. In addition to coaching, I was also a top producer of valuable content used both internally and directly by customers. Mentored Service Desk Analysts with Response and PSC questions. Occasionally attended SDA meetings to answer any questions on specific customer cases. Show less

Portland, Oregon Area

Acted as the first point of contact for the Support team, fielding questions from other departments on the status of tickets and process questionsStreamlined the Support metrics report generation process, reducing creation time from days to hoursReduced and clarified the Severity 1 (highest severity) handling processProduced reports on agent performance using several key data points within Zendesk Collaborated with a cross-functional team of Stakeholders to strengthen… Show more Acted as the first point of contact for the Support team, fielding questions from other departments on the status of tickets and process questionsStreamlined the Support metrics report generation process, reducing creation time from days to hoursReduced and clarified the Severity 1 (highest severity) handling processProduced reports on agent performance using several key data points within Zendesk Collaborated with a cross-functional team of Stakeholders to strengthen pre-existing processes and add new process across departments creating a cohesive, company-wide incident life-cycleDesigned and coordinated a program for on-boarding new Support Engineers, training on basic troubleshooting, log reading, working with MySQL and SQL Server, and assisting customers with upgradesUpdated and added User Guide content during monthly release cyclesActed as the Support team Scrum Master, leading daily stand-ups and grooming the JIRA backlog to meet the shifting needs of the team and company Show less

Portland, Oregon Area

Wrote SQL queries to find corrupted data affecting customer's environmentsWorked with on-premises system administrators to troubleshoot configuration issues during installation and upgrade in Windows and Linux environmentsTroubleshot issues with customers and researched all necessary information to bring the issue to resolutionFound and logged bugs related to customer issuesActed as the Support point of contact for our integration tool, working with Product, QA, and the third… Show more Wrote SQL queries to find corrupted data affecting customer's environmentsWorked with on-premises system administrators to troubleshoot configuration issues during installation and upgrade in Windows and Linux environmentsTroubleshot issues with customers and researched all necessary information to bring the issue to resolutionFound and logged bugs related to customer issuesActed as the Support point of contact for our integration tool, working with Product, QA, and the third party development teamCollaborated with members of engineering to improve quality of logging informationImproved the documentation of our guide, removing inaccuracies and clarifying informationCreated and delivered training on topics such as logging, integration tools, and troubleshooting Show less

Portland, Oregon Area

Acted as ScrumMaster for the DevOps and IT teamAdminister user accounts and user groups via LDAPAdminister services such as Jenkins, JIRA, and Artifactory Assisted in the migration of our network and servers during an office moveAutomated the posting of design team wire-frames to our internal wiki using Python and XML-RPCDocumented standard practices and setup for services used by developersWrote scripts to interact with JIRA's API to produce reports for… Show more Acted as ScrumMaster for the DevOps and IT teamAdminister user accounts and user groups via LDAPAdminister services such as Jenkins, JIRA, and Artifactory Assisted in the migration of our network and servers during an office moveAutomated the posting of design team wire-frames to our internal wiki using Python and XML-RPCDocumented standard practices and setup for services used by developersWrote scripts to interact with JIRA's API to produce reports for managementImplemented continuous integration of our product using Jenkins, Ansible, and Python scripts Show less

Prepared media such as LB or YPG plates for chemistry researchersPerformed weekly safety inspections, scanning for excessive radiation using a Geiger countersCleaned and disposed of biological waste and chemicalsMaintained and re-stocked inventory of laboratory supplies

Austin, Texas Area

Updated open source code for Biblio Mendeley from Drupal 6 to Drupal 7, including updating their OAuth verification from single administrator to per-userWrote a script to dynamically create new pagesImplemented CAS authentication between sitesWrote a module to work with an API to find similar links based on a post's tagsWrote unit testing for our rest API relating to philogenetics

Oversaw a group of 10 high school aged girls through a week long Computer Science camp.Aided in solving problems with Alice, Scratch, and C++ programsGuided a group of 10 campers through projects and activities

Austin

Implemented programs using PHP and Javascript to enhance user experience at Offers.comCreated a timer with jquery to count down expiring dealsWrote an object to determine the internal page rank on the Offers.com website