Professional Summary
Technology professional with over 10 years of experience in technical product support and development, and customer service. Proven expertise in working in cross-collaborative technical teams, time management of complex projects, and driving software releases. Adept at on-site, remote or hybrid team working, technical integrations, and troubleshooting. Committed to continuous learning and providing innovative solutions.
- Software & Web Development: Ruby, Rails, JavaScript, HTML, CSS, Websockets, REST APIs, React, TDD.
- Tools & Platforms: Jira, Postman, Git, Docker, PostgreSQL, Amazon Web Services.
- Technical Communication & Collaboration: Technical Communication, Teamwork, Customer Service and Problem Solving.
- Release & Project Management: Release Management, Scrum and Agile.
Work Experience
- Release Management: Build it, ship it daily or weekly software releases for backend.
- Technical Support: Participated in technical support rota, investigating bugs, and implementing fixes, ensuring high customer satisfaction.
- Technical Integration: Connected and managed Learning Management Systems (LMS) with the Accredible platform and API using built-in LTI (versions 1.1 and 1.3) and other integrations to improve system features and user experience.
- Achievements: Successfully added clone and custom attribute search to public API to improve functionality.
- Built a modern application platform with an emphasis on human and machine collaboration, working across the front-end, back-end, databases, and cloud infrastructure.
- Collaborated with Product Managers to turn ideas into clear, well-defined user stories, ensuring the team could focus on delivering meaningful features.
- Developed, documented and implemented IT best practices, leading to a noticeable improvement in customer satisfaction.
- Managed the analysis of technological requirements for over five departments, ensuring their needs were met with efficient and scalable hardware and software solutions.
- Built, configured, deployed and troubleshoot end-user laptops, desktops, mobiles and Macs.
- Investigated root causes of failures and establishing a solution or workaround for the firms’ desktops and applications, ensuring better user experience across the firm.
- Analysed trends associated with the user base and report potential areas of risk or reward to the management team, to minimise downtime and loss of productivity.
- Supported business-critical applications and 3rd party vendor packages, escalated problems as appropriate to maintain a stable and efficient IT environment.
- Provided professional assistance to clients with hardware/software queries.
- Met deadlines, managed time and anticipated events which may interrupt schedules.
- Troubleshooting technical problems and acted as a technical expert in the delivery of key projects and mobile technologies.
- Carried out operational duties with respect to local servers, and the network infrastructure and assisting in managing the backups.