Personal Summary
I’m a generalist: I’ve spent time doing development, support, and system administration. I work best as part of a team, but I know how to get things done on my own. I learn quickly, and I’m always looking for new challenges.
Skill Summary
- Bash, Javascript, PHP, Python, MySQL, Git, Puppet, Ansible, Debian/Ubuntu, CentOS
- Conversationally proficient in German
Work Experience
SugarCRM, Inc.: Operations Engineer (Remote | 2012 – Present)
- cleared a substantial ticket backlog
- automated several error prone and time consuming processes
- maintained and improved existing tools and scripts
- part of the 24/7 on-call rotation responsible for all hosted customers and supporting systems
- lead projects to upgrade and improve the team wiki, and audit and maintain its content
- lead the weekly ticket review process to ensure the team meets its MTTR goals
- built front-ends for several department-internal tools in order to reduce inbound ticket volume and MTTR
- trained new members of the team, and maintained training materials
Quinnipiac University Polling Institute: WCATI Manager (Hamden, CT | 2010 – 2012)
- programmed surveys on a tight, weekly schedule, often with last-minute changes
- implemented QA enhancements including checklists, regression testing, and fail-safe tools
- automated daily reports for the institute
- converted several error-prone aspects of manual survey creation into automated processes
- wrote and maintained documentation and training materials
SourceForge, Inc.: Support Technician (Remote | 2009)
- participated in community management in IRC, support portal, wiki, and forums
- maintained and improved internal support tools and scripts
- assisted QA department with testing during site upgrades and feature deploys
- wrote and maintained user documentation
Computer Tamers: Technician / Systems Administration (Willimantic, CT | 2008 – 2009)
- automated a significant portion of the support workflow through scripting and custom tools development
- provided web design and development service for clients
- transitioned the company from their custom work-order system to the Request Tracker ticketing system, including a custom customer self-service system
- extensive desktop and laptop repairs
Perception Programs, Inc.: IS Technician (Willimantic, CT | 2007 – 2008)
- proctored systems and software training courses for staff
- coordinated with staff at satellite branches to improve support response time and efficiency
- maintained the agency’s web site and internal wiki
- created custom reports using both SQL and proprietary report generation tools
- member of the Transition Team as the agency moved their mission-critical practices to a new software package
yellowTAB, GmbH: (Internship) Build Engineer / Translation / QA (Mannheim, Germany | 2005-2006)
- converted ZETA’s build system from Make to the Python based SCons
- performed quality assurance testing
University of Connecticut School of Nursing: (Internship) Technical Support (Storrs, CT | 2003-2004)
- provided on-site Help Desk support for School of Nursing faculty and staff
- performed hardware repairs as necessary
Education
- University of Connecticut, German major (Class of 2006)
- University of Heidelberg, Semester Abroad (2005 – 06)