Emily Kelley
Burlington,VT
Summary
I love how customer support is a beautiful blend of the creative and the technical. I have a strong desire to work in an environment that blends teamwork and technology, with everyone working toward a common goal. Customer support is challenging both technically and personally, and my background in both customer service and coding makes me well-suited to the job.
Overview
4
4
years of professional experience
Work History
Site Reliability Engineer
Estee Lauder
11.2023 - Current
- Conduct regular system monitoring, performance analysis, and capacity planning to proactively mitigate potential issues and optimize resource utilization
- Develop and implement advanced automation scripts and tools to streamline infrastructure provisioning, deployment, and configuration management processes
- Troubleshoot and resolve complex incidents and ensure rapid incident response, adhering to predefined service level agreements (SLAs)
- Implement robust monitoring and alerting systems to ensure early detection and prompt resolution of any anomalies or performance bottlenecks
- Continuously assess system architecture, analyze performance data, and propose enhancements to improve overall system reliability and performance
- Collaborate with application development teams to ensure smooth integration with infrastructure components and optimize overall system performance
- Maintain comprehensive documentation of system configurations, standard operating procedures (SOPs), and troubleshooting guides
- Stay up-to-date with industry trends and emerging technologies to proactively identify opportunities for improvement and propose innovative solutions.
Support Engineer
Estee Lauder
11.2021 - 11.2023
- Provide customer service and onboarding for a wide variety of 3rd party vendors coming onto Stardust API
- Experienced in providing technical assistance and customer support for API projects
- Troubleshot and resolving API related issues in a timely manner
- Designed and implemented custom API solutions
- Created effective test cases and strategies for API verification
- Deployed, maintained and upgraded APIs
- Documented and communicated technical information effectively
- Created a centralized portal to handle all incoming support requests.
Application Support Specialist
Vermont Systems
11.2020 - 11.2021
- Provide customer service for a wide variety of clients on proprietary software RecTrac and the associated Web based platform Webtrac
- Tools used included RecTrac, HTML, CSS, Javascript
- Solved on average of 7 cases per day (quota was 5)
- Received the highest customer support rating for quarter 1, 2021
- Closed the second-highest case closure in April 2021 and October 2021.
Support Engineer
Bytes.co
02.2020 - 05.2020
- Prioritized client inquiries and created and updated client content
- Tested, and QA'd production sites after updating WordPress themes and plugins to maintain security and keep features up-to-date
- Tools used included HTML, CSS, and WordPress
- Managed 45 diverse website clients
- Resolved ~15 incoming tickets each day.
Education
Burlington Code Academy
Javascript Afterhours / Intro to Javascript -
Burlington Code Academy
06.2019
Team Treehouse Techdegree -
Team Treehouse
03.2019
BS in Biochemistry -
University of Vermont
05.2013
Skills
- HTML
- CSS
- Javascript
- Python
- Datadog/Sentry/Sumo
- Git/GitHub/Bitbucket
- WordPress/Weebly/Squarespace
- Linux/Windows/Mac OS
Personal Information
Title: SUPPORT ENGINEER
Community Service
- UVM Medical Center, Volunteer Doula, 2019, Present
- Laboratory B, Active Member, 2018, Present
- Workers Center, Active Member, 2014, Present
Languages
Spanish
Professional Working
Timeline
Site Reliability Engineer
Estee Lauder
11.2023 - Current
Support Engineer
Estee Lauder
11.2021 - 11.2023
Application Support Specialist
Vermont Systems
11.2020 - 11.2021
Support Engineer
Bytes.co
02.2020 - 05.2020
Burlington Code Academy
Javascript Afterhours / Intro to Javascript -
Burlington Code Academy
Team Treehouse Techdegree -
Team Treehouse
BS in Biochemistry -
University of Vermont
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