Develop the full stack of safety software for private operators of aircraft.Led several projects, including API integrations with our industry partners.Use Asana to build out projects, estimate hours, determine priority of tasks, and assign tasks.Languages used include HTML, CSS, JS, TS, PHP, and MySQL, and several frameworks including Laravel, Bootstrap, Vue, and React.Wrote several help articles, minimizing the time the customer success team spends training customers.Other duties: Installing network hardware, hardware purchasing, project management, setting up office network, internal IT troubleshooting, quality assurance

 Developed Java program that automatically pulls data from inventory spreadsheet and inputs data into PDF forms that are submitted to state of Maryland for tax purposes, eliminating 20 hours of extra work per month. Ensure product arrives at its destination on time and in good condition. Interact with customers on a daily basis and respond to any customer requests or complaints while on customer site.

Create and maintain SOPs for various access request processes for a government agency.Maintain a database of every user who has access to each dataset.Facilitate access for users who request access to certain datasets.Develop and implement innovative ways to improve access request procedures. (Example: worked across three government agencies to convert a process that involved a lot of paperwork into a digital one).Take lead of special projects, such as converting hard copy processes to digital.

Monitor IT incidents for a government agency from the time they are reported to the time they are resolved (some affecting up to thousands of users).Troubleshoot/gather information on incidents before escalating to higher tier service providers.Generate reports on the number and nature of incidents each week.Train new help desk analysts and assist less experienced analysts, and work in the help desk analyst role as needed.Write and update technical solutions in the solution database (wrote over 100).

Troubleshoot software, hardware, and network problems for the customer as a tier 1 analyst.Use remote desktop to reinstall software and troubleshooting IT problems.If unable to resolve, enter appropriate information into a ticket before escalating problems to a higher support tier.

Before I worked in IT, I had experience in several other roles, from barista to security.