Kendall Shearman Email & Phone Number

Henderson, Nv, Us

Henderson, Nv, Us

• Daily collaboration with large-scale clients to address technical challenges with Apollo GraphQL’s Federation, Router, Studio, and more.• When migrating from Zendesk to Jira Service Management, I developed the necessary code to integrate a custom form modal, facilitating support ticket ingress into JSM. This involved several languages, including Kotlin, React, and the query language GraphQL.• Developed the structure of the Confluence Knowledge Base for the Technical Support Hub and contributed articles to it. • Configured numerous automations and productivity tools to automate our workflows and increase effectiveness. • Defined cross-functional processes for the support team with other teams in the organization.

• Worked closely with enterprise-level customers to resolve infrastructure monitoring issues as their primary technical point of contact.• Provided quarterly reports reviewing customer environments that identified where best practices could be further implemented.• Communicated seamlessly with cross-functional teams to ensure an excellent customer experience.

Austin, Texas Metropolitan Area

• Maintained and developed organizational knowledge-based documentation.• Ensured agent availability and provided technical and managerial oversight of complex customer cases.• Trained new hires and developed training for existing team members.

Austin, Texas Metropolitan Area

Responsibilities:• Promoted to operations management/support team from previous project role.• Developing a comprehensive knowledge base of ticketing system, task tracking metrics, task tagging procedures, etc.• Constantly improving the onboarding materials needed to train new hires in technical skills needed to succeed on our product reliability team. • Developing and maintaining the team resource wiki, including documentation of all triage processes and procedures.• Work closely with engineers and product development specialists to rollout new processes and procedures.• Planning, coordinating, and managing the compliance of employees with mandatory, corporate developed trainings.• Managing and updating onboarding and product training schedules.• Performing research, developing presentation materials about the research performed, and presenting findings to corporate representatives in order to communicate team needs to upper management.• Participating in weekly team support meetings.

Austin, Texas, United States

Responsibilities included:• Running weekly tests to compare app size of beta versions of mobile application for Android and iOS.• Generating weekly documentation analyzing net size changes in app size and disk footprint.• Identifying size regressions and diffs/engineers associated with regression.•. Communicating with engineers and coordinating communication between engineers to mitigate size regressions.• Attending weekly meetings with engineering managers to discuss size regressions and their potential solutions. • Creating, prioritizing, assigning, and categorizing tasks for engineers that relate to app size and disk footprint regressions, including urgent tasks that could potentially block the release of the application into production.• Updating internal wiki with information about workflows and processes.• Researching and writing about issues relating to app size and disk footprint.

Austin, Texas, United States

Full time student. Graduated with honors with an AA in Computer Programming.

Austin, Texas Area

Remote

I facilitated online courses by posting faculty guidance and expectations, participating in classroom discussion boards, grading assignments within seventy two hours of the learning week's end, responding to student inquiries within forty eight hours, and providing constructive feedback to students. In my courses the emphasis was on an open, student-centered learning environment.I taught:Technical WritingEnglish Composition IEnglish Composition IIIntroduction to LiteratureIntroduction to FilmI was approved to teach:Introduction to LiteratureAmerican Literature after 1865Introduction to FilmBritish Literature II

Bachelor Of Arts, English

Bachelor of Arts, English

Associate Of Applied Science, Computer And Information Sciences, General, 3.83

Master Of Arts, English, 3.96/4

Master of Arts, English