Alexander Boully
Escalations Engineer
Sandy,UT
Summary
Results-driven Escalations Engineer with a proven track record of resolving critical production issues and improving software performance. Skilled at diagnosing complex technical problems, collaborating across teams, and driving fast, effective resolutions. Strong knowledge of ERP systems, troubleshooting methodologies, and system architecture, with a focus on quality and customer satisfaction.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
T3 Escalations Engineer
Experlogix, Inc.
02.2022 - Current
- Enhanced software performance by identifying and fixing bugs through thorough testing and debugging processes.
- Resolved critical production outages by pinpointing root causes and deploying fixes—either independently or via cross-functional collaboration—minimizing downtime and restoring customer operations rapidly.
- Updated old custom code to modern development standards inline with upgraded platform versions.
- Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
Tier 2 Technical Support Engineer
Experlogix
03.2021 - 2022
- Experienced in ERP system administration (NetSuite, Microsoft D365 suite) with specialty in Salesforce.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Maintained response times to support business continuity.
Technical Support Engineer
Experlogix
02.2020 - 03.2021
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Collection Department Manager
North American Recovery
01.2018 - 12.2019
- Created, analyzed, and automated reports detailing performance of 30+ employees to tailor training
strategies, and enhance employee efficiency. - Maintained uniformity of, and developed detailed articles for company wide knowledge base, including tracking meta tags and SEO across all articles.
- Provided comprehensive training to internal users to optimize systems maintenance and resolve recurring issues.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Education
Bachelor of Science - Interdisciplinary Studies
Utah State University
Logan, UT 08.2010 - 06.2016
Skills
Root Cause Analysis & Debugging
ERP System Administration
Cross-functional Incident Response
Client-facing Technical Support
Documentation & Knowledge base Development
SQL, C#
Certification
Salesforce Certified Administrator (SCA)
Timeline
T3 Escalations Engineer
Experlogix, Inc.
02.2022 - Current
Tier 2 Technical Support Engineer
Experlogix
03.2021 - 2022
Technical Support Engineer
Experlogix
02.2020 - 03.2021
Collection Department Manager
North American Recovery
01.2018 - 12.2019
Bachelor of Science - Interdisciplinary Studies
Utah State University
08.2010 - 06.2016
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