IT & Application Support Engineer

Kahlil W. Lucas

Application Support Engineer

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

Friendly Application Support Engineer skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in multiple CRM environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures & problem solving. Adapt at reading and modifying code and committed to tracking full support ticket lifecycles to confirm successful resolutions. Due to caring for my child who has congenital heart disease and has suffered from long Covid required my full attention and medical care in various parts of the country. I appreciate your understanding during this challenging time and I am excited to re-join the work force as soon as possible.

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 SQL, JSON, API 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, API & 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 Formally Group Health.

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

• Lead technical expertise for websites focused on development, QA, implementation, operational support of web-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

Lead The Rebrand & 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, SQL, XML, 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. EDUCATION

Gibbs College Montclair, NJ

Associates Of Applied Science In Computer Network Administration

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