Member of the Vector team, powering the Observability Pipelines product.

Researched, tested, and designed tools and best practices for new Kubernetes based environmentsManaged and maintained hardware for private cloud environmentProvisioned staging environments for internal QA teams in a reproducible way with Terraform and Gitlab CIManaged self-hosted CI/CD services to ensure a high standard of developer productivity (GitLab CI, Chef, Jenkins)Provided support for application teams developing in Ruby and Python

Produced postmortem analyses and led discussions following system outagesCoordinated and communicated during incidents to improve time to recovery and keep uptime within SLAsMonitored systems and services and responded to alerts and issues on an on-call rotationAssisted quality engineers and application developers in troubleshooting tools and systemsProvided support and training around the use of Docker, Triton, Consul, Vault, Terraform, and internal deployment tools

Establish and leverage deep knowledge of all Optoro solutions, services, and technologies to effectively support Optoro's Technical Support process by researching issues, triaging tickets, collaborating with Development and Operations teams, and ensuring timely resolution and SLA compliance.Produce business and technical reports for senior management.Proactively identify technical issues, root-causes, and champion solutions to improve long-term platform quality and reliability for all users.

Defined payment review rules using historic data analysis, reducing fraudulent transactions by roughly 50%Designed automated reporting to track and measure chargeback rate for eCommerce sales allowing for quick reporting and easy analysis of dispute dataOutlined creating project requirements for OptiTurn integration with a payment review vendor and collaborated with the Product Manager to ensure the product matched the shareholder requirements

Created performance metrics to ensure customer cases were resolved within defined SLA’s our support team handled customer cases within defined time framesDrafted Customer Care guidelines to guide them through identifying fraudulent orders and how to communicate their findings to the appropriate team

• Developed a quick and easy spreadsheet creation script in python to visualize and present return authorization data

• Audited the safe, deposits, sales and coupons using Excel• Assisted in weekly scheduling of more than fifteen employees• Performed daily safe, deposit and till audits of upwards of $10,000• Supervised four cashiers while providing customer service• Trained three bookkeepers and ten cashiers in company policies and procedures• Interacted with customers to ring up purchases and answer questions• Managed a cash register handling up to $1,000 dailyNotable Accomplishments• Maintained a 100% loss prevention audit rating for five consecutive months• Earned eleven customer service awards

• Created, expanded, and organized inventory databases for international business partners• Tested and redesigned online program to assist customers in finding necessary products