Profile
Results-driven Tech Professional and Air Force Veteran with 5+ years of experience in cloud technologies, programming (Java, Python, SQL), and database management. Proven ability to troubleshoot complex systems, lead technical support efforts, and implement scalable solutions. Committed to continuous learning and driving innovation in customer-centric environments.
Technical Skills
- Proficient in: AWS, Java, SQL, Python, Active Directory, Office 365, Intercom
- Experience With: C, JavaScript, HTML, CSS, Scala, Metabase
- Tools: Git, Agile Methodology, WebStorm, Test Driven Development, Apache Spark, Bash, Bomgar, Fullstory
- Passionate about Security and Dynamic Solutions in the Cloud
- CompTIA Security+
- AWS Certified Cloud Practitioner
- AWS Certified Solutions Architect Associate
- Skilled in the Adobe Creative Suite (Lightroom, Photoshop, Premier Pro, Illustrator)
Experience
Head of Technical Support
GreenSpark (Remote)May 2024 - Present
- Managed Intercom support chats, providing real-time technical assistance and onboarding guidance for new customers via QuickBooks Online, Desktop, and MBC, ensuring seamless setup and integration processes.
- Oversaw data processing and uploads, transforming and preparing tens of thousands of rows of customer data for ingestion into the website, while also facilitating training sessions via web chat, phone, or video calls to enhance customer understanding and platform usage.
- Utilized AWS Cognito to create and manage customer accounts, reviewed CloudWatch logs for issue diagnosis, and leveraged FullStory to analyze customer behavior and improve troubleshooting efficiency.
- Applied SQL and WebStorm to manipulate backend data, ensuring accurate updates and seamless functionality across systems while enhancing data-driven decision-making processes.
Help Desk Technician II
Defense Health Agency (Bethesda, Maryland)October 2023 - May 2024
- Provided second-level support for troubleshooting, software updates, hardware replacement, and user training through face-to-face interaction, phone calls, and remote access methods. Demonstrated proficiency in using the Bomgar remote support platform to resolve technical issues efficiently and ensure prompt resolution for end-users.
- Conducted re-imaging of desktop workstations and laptops, troubleshooting issues to ensure operational functionality. Enforced asset management protocols, including replacements, upgrades, and compliance with Defense Reutilization Marketing Office (DRMO) guidelines.
Software Development Engineer
Amazon (Seattle, Washington)January 2022 - August 2023
- Orchestrated and executed a seamless database migration project for a Scala website, transitioning from DynamoDB to an internal key-value data storage solution. Resulted in a ~35% reduction in developer operation load, significantly accelerating scheduled processes and improving scalability for future growth.
- Designed and implemented steps for a critical Java backend process that ingested and transformed over 50 TB of CSVs for daily and yearly validation jobs. Developed methods to ensure accurate rate validation, preventing catastrophic failures in both the codebase and customer-facing website.
- Developed intricate SQL queries for retrieving information from AWS Redshift, enabling efficient data analysis and reporting. Managed an essential internal Java resource tracking tool, supporting a website dedicated to monitoring and evaluating internal spending performance.
- Implemented metric tracking on a JavaScript site, providing valuable insights into client behavior, identifying pain points, and enabling a strategic triage to effectively and promptly address customer needs.
- Engaged in collaborative cross-functional teamwork within a Scrum framework, contributing to the successful achievement of project goals. Actively participated in sharing and refining best practices among fellow engineers across the SDLC.
Communication/Navigation/Mission Systems Technician
United States Air Force (Valdosta, GA)January 2018 - January 2022
- Collaborated with Lockheed Martin Engineers to test, validate, and troubleshoot high-value systems exceeding $490M in value. Ensured the continuous operation and security of aircraft's avionics systems, including the handling and loading of secret cryptographic keys for multinational level operations.
- Performed wire maintenance, conducted software reformatting, and actively participated in on-call helicopter search and rescue operations, ensuring optimal functionality and rapid response during critical missions.
- Demonstrated exceptional troubleshooting skills in identifying and resolving electrical system issues, resulting in achieving 100% operational readiness.
- Provided comprehensive training to a team of over 30 personnel, covering various aspects of Communications and Navigation principles, classified material handling, and maintenance discipline.