CHANSE ROBERTS
SaaS Application Support Engineer
Columbus,OH
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 7 years of progressive IT experience.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
SaaS Application Support Engineer
Safelite Group
Columbus, OH
01.2021 - Current
- Responsible for maintaining/administering Clarity PPM
- Responsible for administration, and design of Jira Cloud
- Lead role in develop and implementation of Safelite's Jira Transformation effort.
- Resolved system test and validation problems to provide normal program functioning.
- Addressed technical issues and guided end users through resolution.
- Contributed to continuous improvement and quality assurance tasks.
- Communicated with clients to define business objectives and present individualized solutions.
- Supported software integration and implemented maintenance enhancements.
IT Tools & Intake Administrator
Safelite Group
Columbus, OH
03.2017 - 01.2021
- Responsible for the Administration and design of Workfront
- Technical lead for Jira / Wrokfront Integration
- Technical lead for PMO reporting
- Implemented IT time tracking standards to aid financial reporting.
- Designed dashboards for PMO and Business leaders.
- Technical lead for Clarity configuration, design, and implementation.
- Technical lead for partner development of Jira/Clarity integrations.
Systems Integration Coordinator
Safelite Solutions
Columbus, OH
05.2015 - 03.2017
- Liaison between IT and Contact center operations
- Tech lead for acquisitions
- Responsible for technology assessments of targeted business
- Tested updates for Contact center related applications
- Completed pre-implementation testing for new system modifications to assess potential impacts.
- Tracked, prioritized and organized defects, working with development team to facilitate timely corrections.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Kept scripts and test cases updated with current requirements.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
Education
Management Information Systems
Columbus State Community College
Columbus, OHSkills
Jira Workflow Creation & Management
Solution mock-ups
Technical issue resolution
Jira Administration (Cloud)
JQL
SQL
Jira Configuration
Technical documents comprehension
Clarity Configuration & Design
Clarity Report building
Knowledge of Agile methodologies
Verbal and written communication
Certification
CompTIA NET +,
Timeline
SaaS Application Support Engineer
Safelite Group
01.2021 - Current
IT Tools & Intake Administrator
Safelite Group
03.2017 - 01.2021
Systems Integration Coordinator
Safelite Solutions
05.2015 - 03.2017
Management Information Systems
Columbus State Community College