Kevin P. Email & Phone Number

Aurora, Co, Us

Hoofddorp, Noord-Holland, Nl

Pre-Sales Engineering• Brief potential customers on SaaS solutions, concepts, flows, and integration strategies• Provision Proof-Of-Concept environments for client integration testing and setup• Create custom API collections to expedite client integrations and support their unique workflows / business requirements (Postman)• Review SLA and SOW proposals• Provide documentation, demos, and step-by-step integration supportPost-Sales Engineering• Help client fully integrate content provisioning and playback flows with custom DRM solution--including Go-Live Support• Consult with client on improving DRM protections and keeping up with evolving business/studio requirements• Identify, log, and track bugs and feature requests (FreshService / Jira)• Test bug fixes and new features in Stage environments prior to release into Live (CI/CD)• Serve as escalation point for regional customer issues/requests (Tier2/Tier3)• Conduct Performance testing to characterize system performance, and identify any throughput or latency concerns (Jmeter / BlazeMeter)• Assist with customer migration of database and workflows from legacy platform to next gen offerings• Conduct Business Verification Testing to ensure all custom workflows are unimpacted with each release• Create and maintain detailed customer documentation (Confluence)• Generate custom reports & data-visualizations/dashboards to include, but not limited to; modeling/monitoring platform throughput, latency, and error distribution (Splunk, Data Warehouse)• Help Sales team hype and demo new product offerings

• Provided Tier-2/3 level application support, identifying bugs, and submitting tickets to development team• Worked closely with client-application development teams to test and implement new application features and bug fixes• Responsible for troubleshooting meta-data issues related to missing content and images (curation)• Managed release of application through AWS Bamboo/Elastic Beanstalk• Supported 3rd party upgrades I.E SDK updates, and SSL certificate renewal/replacement• Investigated playback issues & drops in subscription / purchase to unearth and document application and service issues• Routinely tested 10+ devices, using Charles Proxy and other methods to capture and analyze application traffic

• Lead team of engineers providing end-to-end application support (L1/L2, and some L3) on a diverse and robust SaaS model platform• Responsible for overseeing application ticket resolution, daily prioritization of tasks, and discrepancy resolution• Heavily engaged and embedded in DevOps support; testing, scheduling, and deployment process• Developed customer relationships; routinely corresponded with customer management to ensure customer satisfaction • Routinely corresponded with customer to gain insight on business needs to target growth areas and opportunities• Represented organization in development of SOW’s, RFP responses, and other contract negotiations• Managed vendor relationship with 3rd party helpdesk (providing answering service and limited L1 support)• Scheduled and executed software updates, patches and new customer onboarding• Liaised with AR department to mitigate and resolve billing discrepancies

• Reviewed, evaluated, and tested code / config changes in QA and pre-prod environments• Served as release authority for baselines changes in agile dev environment• Identified, documented, and architected solutions for bugs/discrepancies found in DEV/QA/PROD baselines• Regression tested and evaluated code/configuration changes in parallel production environment • Established step-by-step lay down procedures; Scheduled, coordinated, and executed production releases• Developed test plans to implement full scale regression testing and definitive success criteria for promotion of development baselines into production

Application Support / Engineering• Routinely worked on-call support for Tier 1-3 level support for customer application issues for 100+ customers• Investigated, tracked and resolved problem tickets, feature requests, and application discrepancies in accordance with customer SLA’s• Provided customers with detailed resolution notes regarding production releases and discrepancy resolution to include draft and dissemination of RCA’sSolutions Engineering• Served as Subject Matter Expert (SME) for new systems/capabilities• Assisted sales force by providing on site presentations / demos during pre-sales process• Identified shortfalls in processing, helped test and implement changes resulting in significant cost and time savings

Discrepancy Reporting (DR) and resolutiono Documented processing shortfalls identified in the course of daily analysis activities; both enhancements and bugso Provided detailed discrepancy reporting including both steps to reproduce the issue, and a sample data set demonstrating the problemo Tracked and updated activity on open/active discrepancy reportso Worked closely with team throughout development cycle to identify fix, evaluate data quality effects, and target commit date for completion within development cycleo Conducted thorough evaluation of proposed fixes against sample data-sets and full regression sets to ensure mitigation of adverse effectso Created and presented briefing packages detailing DR’s Regression Testingo Isolated and implemented golden data-sets into nightly regression testing of full deployable software baselineo Developed and maintained scripting configuration files to execute regresso Performed daily evaluation of data quality and processing logs from regression runs to identify processing anomalies, quality issues, and/or throughput flawso Compared data quality results to previous baselines to ensure fidelity and integrity of development baselineError Analysis / System Integrationo Helped develop and refine analysis techniques for automated evaluation of data qualityo Routinely used statistical distribution models and methods to assist in the identification and resolution of spurious errors/behaviors contained within external data sourceso Conducted in-depth analysis against multiple data sources to identify and mitigate effects of errors contained within data structureso Helped evaluate and translate schema of new external data sources to ensure consistency of behavior and compatibility with integrated solutiono Served as approval authority for exoneration and integration of new data sources

New York, Ny, Us

Acquisition Supporto Served as Operational Readiness Demonstration (ORD) test director representing customer interests during delivery and acquisition of multi-million dollar systemso Periodically called upon to serve as operational lead during acquisition activitieso Lead daily quorum during major systems acquisitions to ensure success of integration activitieso Helped prioritize acquisition of new systems in support of processing of emerging technologieso Documented acceptance criteria and executed system testingo Identified core processing discrepancies within operational systemso Evaluated developer deliveries to ensure DR’s were fully resolvedOperations Supporto Served as Subject Matter Expert (SME) for all MIDAS delivered systemso Knowledge and breadth routinely called upon by operational leads during special operationso Identified and Implemented an innovative search methodology leveraging existing toolso Created training documentation and job qualification standards for prototype systems

Annapolis Junction, Md, Us

Arlington, Virginia, Us

• Collected, processed, routed, and reported on communications signals• Routinely provided operational support during Search And Rescue (SAR) operations• Recognized as SME, called upon to develop and train new JQS (Job Qualification Standards)• Received U.S. Army INSCOM (INtelligence Security COMmand) Operational achievement award; and (MSM) Meritorious Service Medal as a junior enlisted soldier (1999)

450 Communications Course

Hs Diploma