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Work Background
AtlassianPrincipal Support Engineer 1
Dec. 2014Austin, TXAt Atlassian, I am responsible for orchestrating technical support for the company’s largest clients of Bitbucket Server and Data Center. I consistently resolve technical issues and Bitbucket escalations for AMER based clients, and deliver expert user support, serving as an integral member of the Enterprise Support team. I serve as liaison between the Developer and end users, bridging the gap, and communicating effectively with both technical and non-technical audiences. A few of my accomplishments include:
★ Spearheaded development and implementation of new tools in Python and Bash that reduced manual log file analysis from numerous days to under five minutes.
★ Pioneered the Premier Support Engineer role for Bitbucket, serving as the first-ever member of the organization’s Dev Tools team. Contributed to building the team to 44 Engineers globally.
★ Consistently achieved Top 3 in number of cases closed annually, closing an average of 300+ cases.
★ Successfully developed a process for generating load of Git processes, designing a new tool in Bash that has been adopted by numerous clients to test NFS performance. ★ Developed a Bitbucket plugin to eliminate repository delete events. ★ Also developed a Python 3.6 script to add or remove branch permissions to all repositories the user is authorized to access. This script automated the process, saving several minutes per repository.
Hewlett-PackardTechnical Account Manager
Jan. 2012 - Oct. 2014Austin, Texas, United StatesAs Technical Account Manager, I built long-term, positive relationships and delivered solutions selling techniques, ensuring customers were taking full advantage of products and services offered by Hewlett-Packard (HP). I was continually recognized for delivering exemplary service, and transforming unsatisfied customers into delighted customers. Once, I turned around a negative customer relationship into a positive one and was recognized with numerous letters of appreciation. I also kept this particular client from leaving and contracting with a different vendor. I was also responsible for onboarding other Technical Account Managers, and provided training to technical support teams in the US and Costa Rica. A few of my key accomplishments included:
♦ Delivered keen technical acumen and software development support, contributing to the development of a LoadRunner Certification exam.
♦ Contributed to more than 20 Performance Center and 10 Quality Center upgrades. ♦ Developed a script that was imported to 20K users from LDAP into Quality Center, and refreshed all changes daily, saving a well-known insurance company more than 10 hours per week in manual updates. ♦ Facilitated and led performance center training for 500+ users.
Hewlett-PackardSenior Software Support Engineer
Jun. 2009 - Mar. 2012Denver, Colorado, United StatesAS Senior Software Support Engineer, I delivered exemplary customer service and technical support to HP customers on Performance Center and LoadRunner. I also trained and coached new team members, and delivered in-depth technical support to colleagues. A few of my key achievements included:
► Developed and executed strategies to consistently meet or surpass business objectives, and was recognized as Top Case Closer for LoadRunner/Performance Center cases.
► Facilitated and delivered training on the use and administration of Performance Center and LoadRunner for new hires.
Hewlett-PackardSenior Consultant
May. 2008 - Jun. 2009United StatesI served as a consultant, helping new and existing HP customers on a global level; supported customers with complex load testing, Performance Center and Quality Center implementations, upgrades, and training engagements. I was also responsible for managing difficult, complex, and time sensitive situations; promptly resolving customer issues within the requirements and limits of Statement of Work (SOW, and delivering an exceptional customer experience. A few of my key accomplishments included:
■ Strategized to reduce upgrade times for Performance Center from days to hours. ■ Planned, coordinated, and successfully executed an upgrade of eight different instances of Quality Center 8 into a single instance of Quality Center version 10 for a key customer.
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