Product Support Engineer with Security Clearance

Andrew Reese

614-***-**** *******@*****.*** https://github.com/kwongji www.linkedin.com/in/AndrewKwonjiReese Dublin, Ohio 43017 Previous Security Clearance: Secret (February 2022) Work Experience

Associate Product Support Engineer, Veeva Systems:12/2021 - 11/2025

● Provide global support covering Veeva CRM product suite, with an average of 20 tickets a week.

● Developed product expertise to support client administrators across several application processes.

● Participate in daily stand-ups and cross-functional meetings. Providing status updates and contributing to continuous improvement.

● Responded to high-impact customer concerns within 1–4 hours of ticket creation, prioritizing urgent issues with 100% SLA adherence.

● Collaborated closely with consultants, development, and product management teams to diagnose and resolve complex issues with customers and increase customer confidence.

● Knowledge transfer of managed technical documentation and customer-facing articles regarding debug processes and resolutions, contributing to over 50 software documentation articles and best practices.

● Conducting root cause analysis by gathering requirements, research and creating test environments.

● Reviewing Apex code(java-like), SSO, SQL and HTML to help solve advanced custom tickets. Medical Technician, United States Air Force: 02/2018 – 02/2022

● Assisted in the rollout of COVID safety precautions, supporting and treating over 600 service members daily.

● Supported primary care providers in patient care, including minor procedures, data entry, and phone and computer–based supportive care

Applicable Classes and Projects:

Assembly Language, Advanced Data Structures, Object Oriented Design, Parallel Computing, Programming Language, Machine Learning, Operating Systems, Networking, Web Application Programming, Software Security. Retirement Calculator C, Object Oriented Programming

● Developed a program to calculate financial retirement metrics using C and Object-Oriented Programming principles.

● Implemented GitHub repositories for version control, demonstrating proficiency with Git. Education:

Dakota State University 01/2019 – 01/2023

Bachelor of Science in Computer Science

Columbus State Community College 08/2013-05/2016

Associate of Art general Associates of Science general The Ohio State University 08/2014- 05/2017

Languages, tools and applicable skills

Java, Python, C/C++,C# Programming, Bash, Confluence, Configuration Management, SQL, JavaScript, HTML/CSS, .NET Framework, CSS, HTML, Git,, Eclipse, JIRA, Zendesk, Version Control Systems, Linux Operating Systems, Programming Skills,Documentation,Integration Testing, Algorithms, Software Development, Agile Environment, AI/ML. Data Engineering, A/B Testing, Agile Software Development, Windows OS, Software Testing, Software Development Lifecycle, Information Systems, System Configuration, Unit Testing, Troubleshooting, Version Control Software, Application Development

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