Jeremy Brown

Technical Services, Application Support Engineer (Remote)

HealthEdge

Feb 2024 - Current (2 years 4 months)

• Maintained HIPAA compliance managing PHI/PII data, ensuring 100% regulatory adherence in all operations • Researched issues with Salesforce/Jira and AI tools to conduct comprehensive root cause analysis • Investigated API endpoints with SOAP/REST for EDI Requests and Responses • Ran automated Java tests, reproduce issues to identify system wide bugs • Upgraded and maintained internal Delphix test environments for technical services team • Submitted tickets for planning and documenting, risk assessment, review, and approval by a Change Advisory Board (CAB)

Senior Customer Service Support Engineer (Hybrid)

Zenoss

Oct 2015 - Feb 2024 (8 years 5 months)

• Tested, debugged and patched python code base on github • Upgraded, installed and troubleshot docker application layer micro services in SaaS environment • Analyzed logs, researched and reproduced complex issues for Jira defects and enhancement requests • Serviced high level break-fix critical on-call issues for system down and production outages • Followed SLAs for case management/documentation through Salesforce/Zendesk • Performed daily operations tasks for maintaining Google Cloud Platform (GCP) • Configure various system monitoring collection techniques SNMP/PerfMon/WMI

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Support Engineer

Websense - ForcePoint

Mar 2014 - Oct 2015 (1 year 8 months)

• Troubleshot various software components on Linux on-prem, hybrid, and cloud enterprise environments. • Learned the various application components, PAC files, relationships/pipelines, and networking principles for effective enterprise proxy web filtering and cyber security, including tcpdump/wireshark analysis. • Acted as a Subject Matter Expert (SME) for Linux-related tasks and bash scripts. • Coached and mentored new hires, enhancing their understanding of the systems and processes. Additionally, utilized skills in debugging APIs and supporting SaaS applications to improve service delivery and client satisfaction, ensuring a comprehensive approach to technical support and system integration.

G

IT Manager

Gandy Ink Screen Printing

May 2004 - Mar 2014 (9 years 11 months)

• Directed all IT operations as a solo team member, supporting 60+ employees across Windows, iOS and Linux devices • Developed custom web-based/javascript job tracking and proofing solution to streamline productivity • Implemented various opensource tools to monitor and maintain critical services • Created SQL queries for analytics and product performance reports • Managed vendor relationships for all hardware and software procurement

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