Victoria Firewind Email & Phone Number

Letart, WV, US

• Managed the real-time alerting and monitoring capabilities of 350+ customer accounts.
• Developed reporting tools (C#) and scripts (Python, Bash) to secure (Prometheus) and analyze (Grafana) monitoring data.
• Engaged customers and customer representatives to identify and prevent dozens of potential Sev 0 (EDOWN) cases.
• Reported on the extent and nature of ongoing cases to executive level and facilitated prioritization of backlog reqs.
• Analyzed data for common patterns and trends, as well as develop advanced mathematical tooling for statistical analysis and predictive monitoring of enterprise and SaaS applications.

• Deployed millions of connected devices and administered dozens of Azure resources to simulate IOT ingestion and business logic at scale for both custom ThingWorx applications and the Digital Performance Management.
• Interfaced with top level executives to gather customer requirements, report on bugs, influence product prioritization and development, and catalyze ROI at enterprise scales for IOT applications of all varieties.
• Authored, documented, owned, and maintained key processes and standards: dev ops (Docker, Github, Azure DevOps, Pipelines), JMeter load testing, IOT architecture best practices that are now industry standards, and.
• Published (edited and authored) benchmarked simulation data to demonstrate scalability of real-world IOT use cases.

United States

• Analyzed and reported upon customer data and risk management to C-suite executive team at PTC.
• Prevented $30M in churn and generated $200M or more in ROI for several enterprise IOT accounts.
• Explored in depth past customer issues to compound a wealth of knowledge regarding IOT architecture and development.

Exton, PA

• Managed production IOT applications with 90% success rate for resolution without escalation.
• Facilitated customer engagements via Salesforce, resolving cases 20% faster than the team average.
• Log and track bugs and enhancements via Jira and Confluence (Atlassian).
• Moderate community forums and facilitate positive communication and communal debugging of ThingWorx products.

Wilmington, Delaware

• Managed and developed unique processes to transition support tasks from developers to the IT organization
• Managed optimization of support tasks through organizing automation efforts, increasing efficiency by as much as 7 full time equivalents (FTEs) per development team
• Lead team of 7 people to track and complete tasks more efficiently via metrics dashboard in Cherwell, reporting on upcoming SLA breaches and MTTR per month
• Worked with customers and developers to triage and resolve technical issues on Tier 2 support level

Malvern

• Remodeled website with teammates for another client, The Institutes, developing code in environment with over 10,000 files and communicating directly with client to collect requirements and write documentation and test.
• Redesigned interview technical test in 6 programming languages to remove bugs and fix maintainability issues, improving test accuracy by 25%
• Devised second interview test to increase versatility and enable repeatability of interview process
• Developed Java UI to facilitate use of scripts for non-technical employees of our client, L'Oreal

Drexel University, Philadelphia

• Corresponded with Presidents of Steinbright Career Development Center and Office of Campus Activities, as well as CEO of National DEI office to compile constitution and establish chapter on campus.
• Managed founding team and achieved record-breaking initial recruitment of over 700 members.
• Pioneered online chapter involvement through live broad-casts of chapter meetings and website development.
• Delegated chapter event planning to committee chairs, each appointed via formal interview process.
• Instituted 3 new initiatives, establishing opportunities campus-wide in tutoring, networking, and leadership.

Bala Cynwyd

• Directed reorganization and standardization of automated regression legacy code, consisting of over 1000 files, drastically increasing efficiency of product releases and flexibility of employee team assignments.
• Presented company-wide on applications and techniques of optimizing software maintainability.
• Designed unit tests for application of more than 2000 files, increasing coverage by over 80%.
• Reviewed and wrote software documentation, aided team in requirements elicitation, and wrote acceptance criteria.
• Assured software quality pre-release via regression and functional testing as well as automated test development.

Drexel University, Philadelphia

• Corresponded with President of Office of Campus Activities to compile constitution and achieve recognition.
• Supervised planning of benefit concert for Save a Child’s Heart Foundation, collaborating with 4 other organizations on campus and raising over $1000 in the largest acapella concert to ever occur on Drexel’s campus.
• Oversaw meeting proceedings and mediated group discussions.
• Coordinated initial member recruitment and directed audition proceedings.
• Maintained attendance records, meeting minutes, and database of arranged music.

Drexel University, Philadelphia

• Developed installation software for cutting edge solar forecast model.
• Built software and evaluated functionality of data processing.
• Automated software to attain and process data independently.
• Designed website to advertise and illustrate scientific principles utilized by solar forecast model.

New York, NY

• Analyzed meteorite particle tracks from NASA Stardust mission to determine meteorite composition and properties.
• Evaluated cross-sections of tracks to determine volume using complicated image filtering process and high-tech and expensive equipment.
• Built software to automate this process of meteorite track analysis, increasing efficiency by over 200%.

Drexel University, Philadelphia

• Oversaw team recruitment proceedings.
• Evaluated and prioritized team safety at all practices and competitions.
• Collaborated with North East Regional Director of Competition of ISKF and other collegiate karate team leaders to organize intercollegiate competitions, workshops, belt tests, and charity events in which thousands have.
• Oversaw all team expenditures and directed development and proposal of annual budget.
• Won Bronze medal at International ISKF tournament, while coaching team to secure top 3 awards in our division