Alan Leaton Jr.
Rochester
Summary
Software Support Analyst with extensive experience at Datto, Inc., specializing in SQL querying and data analysis. Expertise in troubleshooting complex issues and building cross-departmental relationships. Achievements include improving process efficiency and mentoring team members to deliver effective solutions in high-pressure situations.
Overview
10
10
years of professional experience
Work History
Software Support Analyst
Resilinc
Milpitas
07.2024 - Current
- Leveraged SQL queries to extract, transform and load data into databases.
- Supported initiatives for data integrity and normalization.
- Provided technical support for existing reports, dashboards or other tools.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Assisted with testing changes prior to release into production environment in order to minimize risks associated with deployments.
- Identified opportunities for process improvement within the Software Support team.
- Collaborated with other departments such as IT Support, Networking, and Database Administration to resolve complex technical issues.
Software Support Specialist
IDI Billing Solutions
Victor
04.2023 - 07.2024
- Troubleshot complex hardware and software malfunctions, identified root cause of the issue, and provided solutions.
- Created database queries to analyze data trends affecting product performance.
- Managed customer inquiries and escalated unresolved problems to appropriate personnel or departments.
- Performed regular maintenance checks on systems to ensure optimal performance.
- Performed system analysis, diagnosis, resolution, and follow-up to ensure complete customer satisfaction.
- Generated detailed bug reports including steps taken towards resolution of issue encountered during testing phase.
Technical Support Engineer
Agiloft, Inc.
Rochester
09.2022 - 04.2023
- Field support inquiries regarding issues with SaaS-based contract lifecycle management software.
- Monitor server health and report issues related to performance degradation.
- Work closely with development team in deploying hotfixes and custom scripts for client deployments.
- Create and refine documentation related to the product.
- Assisted in creating logic-based workflows, reports, and custom dashboards utilizing Agiloft's no-code platform.
- Deployed HTML elements such as custom landing pages and log in pages.
- User Management - creating users, creating and editing user permissions, and creating user group permissions.
- Integrated DocuSign with Agiloft's environment.
- Provided end-user education on best practices of how to use the product.
Senior Product Support Engineer
Datto, Inc.
Rochester
08.2019 - 09.2022
- Resolved diverse issues within the SaaS product, including troubleshooting APIs.
- Utilized the existing tools such as Kibana, Ansible, Ruby on Rails, and Postman for advanced support engineers to effectively implement fixes and workarounds to known issues.
- Created problem cases for new issues that arise with the product and help to triage these to the engineering team.
- Supporting the level 3 product support engineers to assist with advanced troubleshooting of Microsoft and Google errors.
- Mentored level one technicians, training new hires, and providing feedback when required.
- Created QA form to identify opportunities within case to help technicians become more familiar and efficient with troubleshooting the product.
- Served as temporary Supervisor during leadership time off.
Technical Support Expert
Datto, Inc.
Rochester
04.2017 - 08.2019
- Provided support to direct customers and partners in both the BCDR and Backupify products.
- Completed rotations on the Code Red and QA teams.
- Participated in Tech Committee, providing input on RFCs as well as working on a project with other Datto techs.
- Mentored technicians, including new hires and BCDR tech transitioning to the Backupify team.
IT Administrator/Database Programmer
Applied Business Systems
Batavia
07.2015 - 04.2017
- Managed a group of three employees who were responsible for completing database updates.
- Trained employees on systems and process and delegated tasks.
- Managed projects relating to creation and deployment of new databases, upkeep, and change logs.
Education
A.S. - Information Technology
Monroe Community College
Rochester, NY01.2015
A.A.S. - Accounting
01.2006
A.S. - Liberal Arts & Science
Genesee Community College
Batavia, NY01.2002
Skills
- Technical expertise
- SQL querying
- Data analysis
- Documentation creation
- Learning and development
- Data-driven decisions
- Project management
- Deadline management
- Troubleshooting skills
- Hardware and software knowledge
- Peripheral device knowledge
- Relationship building
References
References available upon request.
Timeline
Software Support Analyst
Resilinc
07.2024 - Current
Software Support Specialist
IDI Billing Solutions
04.2023 - 07.2024
Technical Support Engineer
Agiloft, Inc.
09.2022 - 04.2023
Senior Product Support Engineer
Datto, Inc.
08.2019 - 09.2022
Technical Support Expert
Datto, Inc.
04.2017 - 08.2019
IT Administrator/Database Programmer
Applied Business Systems
07.2015 - 04.2017
A.S. - Information Technology
Monroe Community College
A.A.S. - Accounting
A.S. - Liberal Arts & Science
Genesee Community College
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