Luke Goodfellow Email & Phone Number

Gresham, Oregon, United States

- Automated integration between Jira and Zendesk using Python, AWS Lambda, API Gateway, and webhooks, decreasing manual operations.- Enhanced and maintained the support package script by implementing prompts, multiple runtimes, and multiplatform binaries to expedite the data collection process for support tickets.- Collaborate closely with technical writers to ensure the thoroughness and accuracy of documentation while contributing to maintaining and enhancing the documentation site as a code owner.- Collaborated with product and dev teams to revamp single sign-on workflow, significantly decreasing related support tickets and a smoother user experience.

Portland, Oregon, United States

- Successfully resolved complex issues with CodeBuild and CodePipelines through effective collaboration with multiple teams, reducing escalations to the service teams.- Developed and delivered a comprehensive set of training materials for the Code Suite services, effectively equipping users with the necessary skills and knowledge.- Played a crucial role in facilitating GovCloud services by enabling access, delivering training, and ensuring the global team has access to the most updated documentation.

Pittsburgh, Pennsylvania, United States

- Researched, identified, and provided solutions to uncommon issues.- Conducted monthly audits on inventory, user access, and documentation, ensuring compliance and accuracy- Managed and maintained imaging solutions with Microsoft Deployment Toolkit for 100+ devices.- Delivered technical support to 500+ internal and external customers, ensuring prompt issue resolution and customer satisfaction

Pittsburgh, Pennsylvania, United States

- Implemented an IT inventory tracking system using Jira and QR codes, improving equipment accountability and tracking accuracy.- Tailored and managed Jira projects to align with specific team requirements, increasing project efficiency and on-time delivery.- Developed the company's initial network diagram.- Provisioned hardware and provided technical support for over 50 devices, ensuring seamless operations and minimizing downtime for end users.

Pittsburgh, Pennsylvania, United States

- Documented, organized, and reviewed 50+ knowledge articles for multiple products.- Provisioned and repaired hardware for over 100 devices.- Managed multiple accounts in varying systems, totaling 200+ accounts.- Provided technical support to over 500 internal and external customers.

Greensburg, Pennsylvania, United States

- Provisioned approximately 100 iPads and iPhones to assist remote teams in accessing necessary resources.- Restructured the Active Directory to segregate the 2 subsidiaries and enhance access controls for multiple departments.- Offered on-site technical support for both subsidiaries.- Managed the maintenance of 10 physical servers during the transition to virtual servers.