Support Engineer Technical
Resume:
Ellen Kimble
RELEVANT EXPERIENC
Senior Network Support Engineer
Amazon, Inc. April 2021 - Current
● SME for Beta testing phase of NPI for consumer, pro, and enterprise eero networking devices, mobile features, software, and cloud integrations.
● Jira, beta project coordination, training development for production and customer service
Technical Support Engineer III
Mitratech January 2020 - April 2021
● SaaS workflow automation support as the SQL DB and API integration subject-matter-expert
● Custom SQL scripts to resolve identified bugs and SQL analytics dashboard views for Legal customer teams
● Large enterprise customer facing weekly project coordination Product Support Engineer
Dover Fueling Solutions - Wayne June 2018 - November 2020
Idea creation and execution to launch in software design for new Edge hardware servers connecting dispenser device types to cloud analytics and device functionality.
Ensured continued $500K/monthly payment from a large customer, with over 10.000 IoT devices in Azure Cloud, after two months of non- payment by increasing visibility from development work and quickly troubleshooting pain-points
Salvaged a $4.5 million sale based on a specific customer need - to integrate with a third-party competitor’s software - by collaborating with engineering and product management, to modify an existing software solution.
Technical Support Engineer
Visa October 2017 - June 2018
● Subject Matter Expert with large scale merchants, configuring and troubleshooting REST API integrations for card non-present integrations
● Project Coordination: Specialized in website migration, Jira management, Standard Operating Procedure (SOP) creation, and training development.
Lead On-Prem Implementation Consultant
Oracle January 2015 - December 2015
● Technical services contractor for MICROS Point-of-Sale on- premise server and network upgrades to meet PCI Compliance of large entertainment sites with up to 500 workstations Help Desk Senior Support - Apple Router/Wireless Team Apple August 2013 - December 2014
● Awarded Customer Service Excellence Award recognizing advisors with the top CSAT and case resolution
CONTACT
TX Texas
*****.******@*****.***
SKILLS
SQL
TCP/IP- Layer 2 & 3
eero Network Hardware
Linux OS
Windows Server
Data Analytics - Looker
Knowledge Base
Documentation
JIRA/Confluence
New Product Introduction
Support
CERTIFICATIONS
MCP: Windows Server
Administration 2008 & 2012
CompTia Network+
EDUCATION
Bachelor of Science
Psychology
University of Phoenix+
2010
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