Joel Tanzi Email & Phone Number

Parkville, Missouri, Us

Web design and development devoted to delivering value through improved conversion rates for professional websites, specializing in solo attorneys and smaller law practices.

Overland Park, Kansas, Us

Part of a three-person team engineering the client application for Blacklight, a product designed to reveal configuration and application risks on your organization’s assets based on benchmarks provided by the Center for Internet Security. My responsibilities were focused on the development of the front-end in Angular and CSS using best practices regarding application performance, security, accessibility and UI design principles according to UI designer and software architect specifications. This was a project developed entirely in Angular on the front-end with custom components and some Material Design elements with flexbox layout patterns.Key accomplishments:• Collaborated to deliver a feature-complete product for release with the application of best practices for UI, accessibility, and security.• Worked alone on the project for the first three months to scaffold and develop the application to a stable state and limit technical debt.• Created and refined custom Angular controls designed according to best practices regarding UI experience and accessibility.• Optimized views and components to the highest levels of performance possible and achieved < 5s load times in almost all cases through lazy loading, pageable queries and minimizing API requests.• Collaborated on delivery of three additional releases following launch.

Overland Park, Kansas, Us

Contract role with mobile application operations and troubleshooting team.

Kansas City, Missouri, Us

Design and build web applications using Drupal 7/8, JavaScript, CoffeeScript, CSS (SCSS/SASS), and framework/libraries such as Knockout.js and Angular. Project work focused primarily on JavaScript (inc. ES6 concepts) and Node.js. Worked with both MySQL and no-SQL databases including MongoDB and RethinkDB. Some project work include mobile application development using Ionic for both iOS and Android.Key Accomplishments:Tackled challenging task of coordinating and implementing a team-based solution to automatic generation of a tournament bracket for an amateur sports league management web application for up to 16 teams using visualizations.Identified the need for a database schema for an API development project for a client and was able to construct a MySQL relational database schema that was reduced to 3NF (third normal form) for a more efficient and reliable API design.Contributor on an Ionic framework mobile application for curation and rating of local events, designed and developed rating system and added automated updating of Facebook events tied to the curated event in question so users of the application could RSVP on Facebook without having to leave the app to do so.

Global, Us

Analyzed ticketing data to identify ways to streamline processing of technical requests with the aim of increasing efficiency, reducing costs, and maximizing user experience. Designed and documented processes and procedures aimed at continuous service improvement using keyperformance indicators to measure gains. Manged the team site on Sharepoint as well as created and maintained numerous support resources within Sharepoint used across the department. Served as a liaison between the technical support call center vendor and internal teams within theIT department. Worked remotely from home office.Key Accomplishments:▪ Designed a customer satisfaction management process for collecting feedback from internal customers, including focus groups and interviews that resulted in substantial gains in customer satisfaction and productive feedback for service improvement.▪ Collaborated with IT support vendor to put forth specifications for and testing of a web-based dashboard for measuring key performance indicators for the firm's IT department that resulted in far more meaningful data for service owners to execute on.▪ Designed and executed a means to track process improvement items that tied reporting and data collection regarding support failures to specific technical requests, which allowed for quantification of incidents as well as responsiveness to resolving issues and lead to dramatic decreases inmishandling of support incidents and increases in efficiency.

Global, Us

Established workflows for issue and problem resolution, aided in restructuring IT support procedures around ITIL principles and practices. Designed and maintained a quality assurance system including customer feedback. Designed data analysis reporting mechanisms formeasuring department performance.Key Accomplishments:▪ Visited six branch offices to interview partners, conduct focus groups with the intent of obtaining direct feedback from end users and report on this to senior management that identified previously unrecognized support issues with immediate and long-term resolution as well assubstantial gains in efficiency and support quality.▪ Worked directly with our support vendor to manage the outsourcing of our internal first-level technical support group to their organization, including the onboarding of knowledge base, training and documentation of support processes, resulting in dramatic improvements in support quality and major gains in internal customer perception of IT support across the organization.

Global, Us

Supervision, mentoring and coaching of service desk staff; managed relationship with overflow/after-hours service desk vendor; conducted quality control analysis and response for completed/in-progress service requests; advised and supported projects relating to service desk and IT department workflows and policies.

Lafayette, Louisiana, Us

Set up and maintained a small Microsoft Exchange organization, managed user accounts and mailboxes on POP mail environment, provided onsite technical support to customers at headquarters in Woburn, MA, also provided remote support to customers across 20+ offices around the continental U.S..

Chelmsford, Ma, Us

Supported four sites localized in Chelmsford, MA in all aspects of technology support, including user account maintenance, hardware deployment and repair, software deployment and support, and network service. This was primarily a desksite support position but carried aspects of system administration as well.

Global, Us

Technical support analyst for the Information Technology department's help desk. Provided support for all firm applications, including but not limited to Lotus cc:Mail, Microsoft Outlook, Wordperfect 6.1, Microsoft Office, Internet Explorer, and CMS.

Bachelor, Computer Engineering

Bachelor Degree, English Language And Literature, General