Dublin, County Dublin, Ireland
Helping customers to make outages shorter, fewer and smaller.
- Supporting 1000+ small business owners that use Certify. SBA. gov to apply for and maintain their participation in Small Business Administration (SBA) programs. - Analyzing root causes of bugs and communicating with stakeholders, creating user stories, proposing code fixes and escalating to the development team. - Developing features (especially support tools) and fixing bugs using Ruby on Rails, JavaScript, PostgreSQL, GitHub, and other development tools. - Data analysis using PostgreSQL. - Using AWS Fargate tasks and CloudWatch logs to troubleshoot production issues, rather than connecting to application servers.
Worked in the Global Support team, coordinating cross-functional divisions. - Successfully mapped business processes to Atlassian JIRA workflows. - Collaborated with various engineering teams to gather requirements and to develop solutions for various processes and team workflows. - Built Atlassian JIRA and Looker dashboards powered by queries to analyze platform metrics such as SLAs, uptime, incidents and bugs tracking. - Identified opportunities to optimize business processes, and to automate repetitive tasks using accessible tools. - Scripting in Groovy (accessing the JIRA API) to extend JIRA functionality. - Took part in a web application penetration testing project which involved using Burp, Wireshark, and Qualys for various tests. - Technical documentation and presentation of technical release notes, executive summaries and how-to pages.
- Administered Atlassian JIRA and Confluence to build workflows, manage user roles/privileges and to troubleshoot issues. - Worked with Tier 1 regional support teams to standardize service desks and workflows for platform customers using JIRA software. - Successfully re-branded and optimized Videology's Confluence intranet to be leveraged as a key communication tool for employees. Achieved using Hypertext Markup Language (HTML) and Cascading Style Sheets (CSS).
Nominated as an Andela Fellow after participating in the two week boot-camp aimed at developing programming skills in JavaScript, with the use of HTML and CSS for design, and GIT for distributed version control management during team projects.