Chris Simonson

In this role, in addition to my previous responsibilities, I also became a Subject Matter Expert (SME) for another application, Gaming, helping to address a significant departmental knowledge gap. I frequently troubleshoot all three applications, reviewing logs in Splunk and leveraging Postman to validate API responses based on developer documentation. Additionally, I mentor peers and junior engineers, leading training sessions to bridge knowledge gaps and foster team growth. I also initiate and participate in bridge calls for P1 issues, coordinating efforts to drive swift resolution.

In this role, I supported a product called Omni Data Hub, an ETL process between a timekeeping application and Google Cloud Platform's BigQuery, ensuring accurate and seamless data integration. I utilized Postman to troubleshoot APIs, resolving connectivity issues and validating data exchange, and employed SQL to write and modify queries for effective issue resolution. I also provided support for the timekeeping product as a flex skill, addressing a wide range of user needs and ensuring system reliability. I engaged engineering teams in JIRA for bug reporting and resolution in both products, and helped maintain knowledge base articles for both internal and external teams. I also regularly participated in an on-call rotation for Omni Data Hub.

As a Senior Support Specialist, I managed priority-one (P1) issues, including system outages and highly complex interface integration challenges. My responsibilities included mentoring Tier 1 and Tier 2 support agents, providing guidance on their cases, and addressing escalations that exceeded Tier 2 expertise or required advanced technical intervention. Additionally, my position was trained to execute both on-premises and cloud-based application upgrades and participate in an on-call rotation to ensure uninterrupted service availability.

As a Tier 2 Specialist, I opened and managed development tickets in JIRA, collaborating with developers to resolve bugs. I conducted advanced interface troubleshooting, including analyzing Mirth logs, SFTPs, VPN connections, and HL7 message types (ADT, SIU, ORU, ORM) to resolve data processing issues. Additionally, I applied server hotfixes and installed Windows services to support new client functionalities.