Micah Turner Email & Phone Number

Denver, Colorado, United States

Boulder, Colorado

Centennial, Colorado

Accomplishments:Provided Tier 2 operational supportAutomated daily operational tasks (python/SQL scripts reduce human error decrease time to resolution)Coordinated with DevOps and Application Support teams to resolve incidenceProvide ad-hoc reports from production data to resolve incidentsCreated new/improved existing documentation for complex tasksTook on tasks historically done by DevOps and org structure changes occurred (Config changes using perforce)Trusted to manipulate production data in one of the worlds most large and complex Microsoft SQL databases on a daily basis to resolve incidents, and massage bad data as a result of platform defectsTECHNOLOGIES: SSMS (SQL Server Management Studio), TSQL (Transact-SQL), Oracle SQL, MongoDB, syslogng, splunk, AppDynamics, Service-Now, Linux/Unix, OEM (Oracle Enterprise Manager), SOAP, REST, JSON, Python, JavaScript, Perforce

Centennial, Co

Accomplishments:Initiated new processes and practices to increase efficiency of advancement work-flowResolved highly escalated incidents for both Administrators of eCollege Educational PartnersProvided support for priority customersCoordinated with Strategic Customer Operations, Technical Operations Support, and other support groups to advance and prioritize platform/product defectsEncouraged team toward one-call resolutionRepresented team members to management when problems occurred; or vice versaProvided product/platform training and assistance to team members for incident resolutionCreated documentation for processes and products/platformsTECHNOLOGIES: RightNow CMS, JIRA Tracker, Fiddler2, Screencast

Centennial, Co

Handle more advanced and complex tasks.Provide customer support for Pearson Learning Studio and Pearson Mylabs productsAssist students and instructors with issues related to LS PlatformHandle chat/email volume

Centennial, Colorado

Triage phone and chat incidents Advance complex incidents to Helpdesk Senior TechniciansEscalate calls/chats to higher level of supportTroubleshoot basic login/browser issues to resolve problems keeping customers from using educational web application

Denver, Colorado

* Web development using Python, Django, AWS, Apache web-server. * Small racing association website rmlsa.com was originally written in PHP years ago, and was old, insecure, and had been hacked and taken offline. * Re-built the entire backend in Django/Apache, deployed to AWS. * Provided consulting services on hosting, domain management, cost management, and design/overall flow.* Improved the administrative backend allowing the owners of rmlsa to regularly update the site very easily and seamlessly.

Tier 1 Tech Support (Phone)