Charles Hamel

Egress Technologies, Boston, MA

ite Reliability Engineer June 2022 - Present

• Reduced downtime for critical applications by proactively addressing potential issues through regular maintenance and updates
• Developed custom scripts/tools as needed to automate routine tasks, increasing overall team productivity and efficiency
• Assisted the post sales teams in product deployments and changes to live infrastructure

• Supported US team members in onboarding, training, and scheduling.
• Investigated and resolved numerous accounting, service and delivery concerns.
• Increased efficiency and team productivity by promoting operational best practices.

• Communicated with customers via telephone, email, and live chat while recording all customer contact using Salesforce
• Developed and maintained Security Awareness and knowledge base in accordance with documented ISMS procedures
• Identified bugs and gathered details to escalate for review
• Supported US team members in onboarding, training, and scheduling.

• Provided support on networking, virtualization and cloud-based solutions
• Evaluated and updated existing infrastructure to ensure optimal performance
• Developed IT strategies to ensure infrastructure meets current and future needs.

• Tested leak rate as well as torque rating of different types of valves
• Managed and acquired data using excel for product specifications
• Presented data to encourage potential buyers through on site visits.

• Troubleshot computers on the phone and in person for Suffolk employees on site and remotely
• Set up new employee computers and used ServiceNow ticketing system
• Scheduled out of house repairs for customer computers.