Takeda Bailey

Technical Support Engineer

Harver

Apr 2024 - Mar 2025 (1 year)

• Resolved complex technical support requests with 96% CSAT, specializing in API debugging and system integrations ◦ Delivered comprehensive root cause analysis and implemented solutions reducing repeat tickets by 30% ◦ Led emergency troubleshooting sessions and critical incident response for enterprise clients ◦ Partnered with engineering and product teams to improve platform reliability and API integration success ◦ Conducted internal enablement workshops and mentoring sessions for technical team development

System Support Engineer

Billtrust

Aug 2023 - Mar 2024 (8 months)

• Monitored production systems using Datadog and system monitoring tools, reducing incident response times by 40% ◦ Supported CI/CD pipeline operations, database troubleshooting, and cross-team deployment coordination ◦ Automated data quality tasks using Python scripting, improving internal processes and reducing manual intervention ◦ Performed database query optimization and system integration support for enterprise environments

Senior Support Engineer

runZero

Mar 2023 - Jul 2023 (5 months)

• Debugged REST APIs and complex system integrations, improving client implementation success rate in enterprise environments ◦ Performed advanced root cause analysis and technical troubleshooting for escalated cases ◦ Collaborated directly with engineering and product teams for critical incident response and SLA compliance ◦ Created detailed customer-facing documentation, troubleshooting guides, and knowledge base articles

Support Engineer

First Due

Oct 2022 - Mar 2023 (6 months)

• Handled advanced software platform troubleshooting, reducing response times by 45% ◦ Aligned technical strategies with FHIR/HL7 standards for healthcare data integrations ◦ Resolved system integration challenges in regulated healthcare environments

Tier 2 Support Engineer

AppGate

Feb 2021 - Jun 2023 (2 years 5 months)

• Resolved complex technical issues with Software Defined Perimeter (SDP) solutions for enterprise clients in regulated industries ◦ Led support documentation initiatives and knowledge base development programs ◦ Launched "Bring Your Own Setup" initiative, reducing time-to-resolution by 25% through process automation ◦ Conducted enterprise client migration planning and technical training, earning 98% satisfaction scores ◦ Provided escalation handling and mentoring for frontline support engineers

P

Systems Administrator

ProCare Rx

Sep 2019 - Feb 2021 (1 year 6 months)

• Led major cloud migration and server upgrade efforts with minimal business disruption ◦ Reduced system downtime by 35% through infrastructure optimization and automation ◦ Managed enterprise-level system administration and cloud infrastructure projects

T

Senior Desktop Engineer

Tvsdesign

Aug 2019 - Sep 2019 (2 months)

• Delivered proactive technical support for architectural staff, managing device deployments and system administration

C

Operations Analyst / Applications Analyst

Century Communities

Jul 2017 - May 2019 (1 year 11 months)

• Automated operations dashboards and improved JIRA configurations for enterprise workflows ◦ Supported Azure Data Protection Management (DPM) compliance initiatives

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