Support Engineer Resume

TECHNICAL SKILLS

Languages/OS: Java, Python, JavaScript (React), Ruby, Django, Node, Rails, RSpec, unittest, RDBMS, SQL, UNIX, bash, MacOS, Windows, XML, HTML, CSS

IDE’s/Source Control: IntelliJ, Sublime, Vim, Git, GitHub

Protocols: TCP, HTTP

Tools: Amazon Web Services (EC2, S3, Route53), Jira, Redshift, Trello, Wireshark

General: Agile, Algorithms, APIs, CRUD, Data Structures, Empathy, Feedback, Object Oriented Programming, Pair Programming, REST, Test Driven Development, Unit & Integration Testing

PROFESSIONAL EXPERIENCE

Support Engineer

Confidential

Responsibilities:

Pair program to provide solutions to customer reported bugs.
Employ Test Driven Development (Red, Green, Refactor) with RSpec, unittest, and Selenium.
Maintain production Ruby application that automates data migrations of sensitive data.
Manage version control using Git and GitHub and participate in code reviews.
Perform complex data migrations in a UNIX environment with command line utilities: sed, tr, grep, CSVKit etc.
Provide Actionable, Specific, and Kind feedback to colleagues.
Provide white glove technical support to Braintree's merchants via Zendesk and StackOverflow.
Root cause issues ranging from network connectivity to potential bugs within Braintree's products.
Debug developers' integrations with Braintree SDKs by developing custom integrations.

Owner, Software Engineer

Confidential

Responsibilities:

Design and implement database schemas
Add dynamic behavior with JavaScript
Use MVC pattern, RESTful routing, and CRUD
Markup professional mock - ups using semantic HTML
Style projects using custom CSS and Bootstrap

Operations & Support Manager

Confidential

Responsibilities:

Managed and scaled the daily operations and evolution of the Chicago Partner Support Center from serving tens to serving hundreds of partner-drivers daily.
Managed a team of four full-time Operations Coordinators and hired, trained, and managed a team of 30 Support Specialists.
Provided best-in-class in-person support to Confidential partner-drivers.
Reproduced and resolved thousands of customer issues related to technology, payments, accounts, and legal/law-enforcement.
Standardized and documented policies and procedures for support interactions.

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