Manager Customer Care

Jon Tatar 408-***-****

San Jose, CA ******@*****.***

Resourceful, proactive, and highly motivated software specialist with a focus on delivering quality products and customer care. Excellent problem-solving skills with the ability to effectively communicate with technical and non-technical stakeholders. Ability to multitask and adapt to changing priorities while working independently or as a team member. EXPERIENCE

Cogility Software Europe – Application Engineer / Technical Support Rådal, Norway 10/18 – 12/18

Provide end-user technical support for Cogility Studio to CSE engineers

Develop application model according to project requirements

Document application workflow to support project demonstration

Delivered project demonstration to project stakeholders Cogility Software – QA / Technical Support Lead San Jose, CA 12/00 – 10/17 Projects:

Cogility Studio - a tool suite for developing enterprise applications targeted for a J2EE/RDBMS or Node.js/MongoDB execution environment. It is comprised of Modeler – a native Java-based object browser for modeling the backend of web- based applications, Manager – the runtime engine tying the front-end to the execution environment (app server/database), and Support Tools – web and Java-based native tools for managing a deployed application. 12/00 – 10/17

Developed a tool-based automation framework to verify capabilities didn’t regress due to ongoing turnovers minimizing manual testing by ~50%

Provided tier 2 end-user support via email, phone, GoToMeeting, and on premise

Investigated Java stack traces, modifying source code and re-deploying to determine root cause and reduce turn-around time

Authored 6 product documents including product installation and configuration, API reference, modeling, configuration management, and deployment guides.

Authored/delivered rigorous 3-day product training course to ensure end-users were productive upon completion

Reduced onboarding time for new employees by ~30% by providing custom product training

Managed change control board, triaging and assigning tasks for 8 developers

Wrote and executed SQL and JS queries for testing RDBMS and NoSQL databases Speech-to-Text (STT) - cloud-based solution that utilizes Google’s Speech-to-Text API to translate jailhouse calls to searchable intelligence. STT is intended to be a standalone product or an add-on to TDIAS. 07/17 – 10/17

Worked with development to improve audio transcription from ~40% to ~85% accuracy

Trained 5 law enforcement personnel to a high level of proficiency TD Intelligence Aggregation System (TDIAS) - cloud-based solution that provides data aggregation form disparate data sources for analysis and production of actionable intelligence for law enforcement. This was the first offering using the CEA frameworks

04/16 – 10/17

Authored 30+ REST API test scripts in jasmine-node for execution in CI environment

Completed Selenium Web Driver with Java course, yet didn’t get the opportunity to apply it

Provided tier 2 end-user support via email, phone, GoToMeeting, and on premise

Instrumental in maintain a strong relationship with Jefferson County Sheriff’s department, resulting in multi-year contract

Developed and drove the product demonstration at the 2017 National Sherriff’s Association to 19 law enforcement agencies Cogility Event Analyzer (CEA) - set of frameworks for developing data aggregation and analysis tools 04/14 – 12/16

Analyzed capabilities of the JIST product to define requirements for 6 frameworks including user management, ingest, search, lexicon, case management, and link analysis

Authored product test plan and procedures maintaining 90%+ coverage

Authored 50+ REST API test scripts in jasmine-node for execution in CI environment Joint IED Analysis Tool (JIST) - aggregates and analyzes theater level IED event data using pattern, lexical and link analysis, to produce actionable intelligence for the US Army. JIST was deployed in a distributed environment and to self-contained laptops

01/10 – 12/13

Hired and managed a team of 6 and ensured test, end-user documentation, and end-user training deliverables were favorably received on time.

Lead team of 3 developers and 3 test engineers at customer’s secure facility periodically to successfully demonstrate and satisfy customer requirements in order to obtain contract extensions. SKILLS

Platforms Windows, Mac OS X, Ubuntu, RHEL, AWS (EC2 and S3) Tools MS Office 365, Selenium WebDriver, TestNG, Postman, MS Project, MS Visio, Confluence, Jira, Hipchat, Slack, Install Anywhere, FrameMaker

Database Oracle, MySQL, SQL Server, PostgreSQL, MongoDB SCM Perforce, Git

Lang / Libs Java, JavaScript, Jasmine-node, Frisby, Chance, SQL, XML, JSON, SOAP, HTTP, UML EDUCATION

University of California, Berkeley B.A., Social Science, Organizational Behavior

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