Customer Support & Contract Software Engineer

Jamal Kayed

*******@*****.*** 859-***-**** Florence, KY Portfolio Reviews

WORK EXPERIENCE

Dick's Sporting Goods Feb. 2021 – Present

Customer Support Associate Florence, KY

•Processed over 1,000 transactions monthly using POS systems, ensuring 100% accurate payment processing and secure cash handling.

•Delivered front-line customer support in a fast-paced retail environment, consistently meeting service level agreements (SLAs).

•Resolved customer issues efficiently by identifying needs, offering solutions, and escalating when necessary.

•Maintained a calm, professional demeanor when handling complaints or high-pressure situations.

Sourctrack Feb. 2024 – Dec. 2024

Contract Software Engineer Remote

•Provided 24/7 technical support for a live production application used by clients and internal teams.

•Responded to and resolved support tickets promptly, ensuring minimal downtime and maintaining user satisfaction.

•Developed a Chrome extension that automated data scraping from over 5,000 Amazon listings, increasing user insights by 30%.

•Developed and implemented algorithms that extracted and organized product data, increasing data accuracy by 30% and improving retrieval speed by 40%.

•Collaborated closely with stakeholders to gather requirements, iterate on solutions, and deliver results exceeding client expectations.

Upwork Feb. 2022 – 2025

Freelance IT Specialist Remote

•Facilitated technical requirement discussions with 20 clients, achieving 100% alignment with project goals and adherence to timelines.

•Completed 10 high-stakes projects under tight deadlines, achieving a 20% reduction in turnaround time without compromising quality.

•Assisted clients by troubleshooting and resolving software-related issues.

•Guided non-technical clients through technical concepts, ensuring clear communication and successful outcomes.

•Used ticketing systems to manage and process support actions and requests.

•Monitored system performance to identify potential issues.

TheMotionMethod Jun. 2024 – Oct. 2024

Application Support Specialist Remote

•Designed and developed a full-stack web application from scratch using React, Node.js, and MongoDB to support cheerleading group creation and membership management.

•Provided ongoing technical support and maintenance, including resolving bugs, adding requested features, and optimizing system performance.

•Collaborated closely with the client to iterate on features and ensure alignment with business goals, leading to a successful production launch.

•Participated in software field testing to verify performance of developed projects.

EDUCATION

Western Governors University December, 2024

Bachelor of Science, Computer Science Millcreek, UT

•Honors Society; Dean’s List

CERTIFICATIONS, SKILLS & INTERESTS

Certifications: Axelos ITIL Foundations, 2024, Linux Foundations, 2023

Technologies: HTML, CSS, JavaScript, Java, React, Node, Spring, SQL, MySQL, MongoDB, DynamoDB, Firebase, Git, GitHub, Python, Tailwind, SaaS, Figma, Jira, Windows 10/11

Skills: Ticket management, Technical documentation, Remote support, Debugging, Software troubleshooting

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