Detail-Oriented IT & Application Support Engineer

Kahlil W. Lucas

Application Support Engineer

E: ******.*****@*****.*** P: 980-***-**** L: Columbia, South Carolina LI: Linkedin.com/in/kahlillucas/ SUMMARY

Results-driven Application Support Engineer with extensive experience supporting enterprise applications and customer-facing platforms in high-demand environments. Proven ability to quickly diagnose issues, implement effective solutions, and improve system reliability and user experience. Known for reducing defects, strengthening product performance, and collaborating across engineering, QA, and support teams to deliver measurable business impact. After a period of dedicated caregiving, eager to re- enter the workforce and contribute technical expertise and customer-focused problem solving to a growing organization. After a period dedicated to caring for a family member with complex medical needs, I am eager to re-enter the workforce and bring my technical expertise, problem-solving abilities, and customer-focused mindset to a collaborative and fast-paced support environment.

EXPERIENCE Senior Tier II Analyst

Sandata Technologies 08/2021 - 06/2022 Hicksville, NY Addressed reported issues in the end-user facing trading platform resulting in a 50% reduction in bug reports.

• Delivered effective and timely resolution to a range of customer inquiries.

• Appropriately escalated established SLA’s for issues needed for Tier 3.

• Supported projects to enhance the quality & efficiency of the support team.

• Reviewed & resolved JSON file feeds from third party vendors. Associate Software Engineer

GlobalLogic 09/2019 - 02/2020 Bothell, WA

Guided senior developers with Java Swing development resulting in an improved user interface.

• Delivered exceptional onboarding integration support to external partners to Google Cloud Platform (GPC).

• Escalated and responded to technical product support requests from internal stakeholders & external partners.

• Analyzed partner JSON & XML data to identify issues and communicate actionable insights to product stakeholders.

Web Engineer

Kaiser Permanente 12/2016 - 08/2018 Seattle, WA

Developed, Rebranded and maintained web applications For Kaiser Permanente

• Designed systems supporting web technologies for application performance through Service Now.

• Lead technical expertise for external/internal sites focused on development, QA, implementation & Operational support of internet- based tools & internet-database interfaces.

• Supported application prod/dev pushes in Window IIS web environments running various technologies.

• Lead Project for rebranding all websites from Group Health to Kaiser Permanente. Dev Ops Engineer

Society Consulting 01/2014 - 06/2015 Bellevue, WA

• Supported customers as part of the Microsoft IIS/ASP Support team, knowledge of the customer’s environment.

• Delivered timely high-quality incident resolution focusing on root cause analysis/prevention.

• Analyzed problems by using trace analysis, source code, and debugging tools to develop solutions for customer needs.

Associate Engineer Tech Support

T-Mobile 12/2010 - 08/2013 Snoqualmie, WA

Rebranded & Maintained Web, Client, Citrix & SAS applications For T-Mobile.

• Supported West NOC workstations, custom installations & application deployments through IIS, SharePoint & SAP BOE.

• Supported web application deployments in IIS configurations as needed including modifying code.

• Provided Tier 3 level diagnostics on customer-impacting web application issues & technical guidance to field engineers.

• BA/SME Lead, maintaining application/hardware performance, service monitoring & supporting end users in Splunk. Implemented file feeds, API & web editing as needed. Web Engineer Technical Writer

T-Mobile 01/2009 - 12/2010 Snoqualmie, WA

• Developed & articulated technical strategies through EDMS & Share Point.

• Assisted Service QA team to review device/product records to ensure compliance for technical & performance specifications.

Engineer Technical Support

T-Mobile 09/2004 - 01/2009 Parsippany, NJ

Supported Web, Client, Citrix & SAS applications For T-Mobile.

• Produced technical documentation for short-term work-around solutions and guidance on current operational issues.

• Maintained Share Point Engineering Portal, including editing-updating content and trend analysis in SharePoint/EDMS.

• Provided Tier 2 Citrix/MS Windows administration support to (NOC) for internal applications and web tools.

• Assisted Service QA team to test & review Active Directory records to ensure compliance with SSO authentications.

• BA/SME Lead, maintaining application/hardware performance, service monitoring & supporting end users.

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