Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erick Silva

Wrentham,MA

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

8
8
years of professional experience

Work History

Sr. Technical Support Engineer

American Well
01.2022 - Current
  • Provide development technical support to over 300 plus clients, while resolving complex issues
  • Manage customer expectation, with frequent updates and communication
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Mentor 5 level 2 support engineers, by providing guidance and training
  • Utilize Kibana Elastic search to analyze log events and gather data of customer reported issues
  • Investigate JavaScript code and console logs to look for errors, defect, and bugs
  • Proactively test and perform reproducible analysis to report bugs, to our development team
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Develop AWS CloudWatch queries for log analysis and diagnosis of customer reported issues
  • Work within Salesforce ticket queue to ensure tickets and support escalations are handled according to set SLA’s
  • Use various tools from Linux, Oracle and Twilio logs to troubleshoot clients reported issues
  • Ability to analyze API’s calls and JSON logs
  • Analyze client video and audio bit rates, packet loss, and round-trip time via Twilio monitoring console.

Lead Application Support Engineer

American Well
01.2019 - 01.2022
  • Managed 4 Hosting Department Salesforce queue ensuring that Application, Network, Cybersecurity and Business Intelligence teams resolve support tickets according to SLA’s
  • Provided support to 300 client applications utilizing Linux, Oracle SQL, HTML, Java, Twilio and Administrator User Interface
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Familiar with AWS infrastructure Monitoring with CloudWatch using Logs Insights query syntax
  • Supported software integration and implemented maintenance enhancements.
  • Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
  • Member of Technical Triage team between Development and Support to ensure support tickets are routed to the appropriate teams
  • Spearhead development of Hosting salesforce dashboard to improve SLA’s
  • Worked closely with other team members in such tasks as troubleshooting and debugging.
  • Perform application system tests to evaluate performance to determine improvement
  • Utilize AWS CloudWatch to monitor application errors and perform log analysis
  • Utilize various tools such as Kibana to monitor and debug web applications inquiries.

Senior Kiosk Operation Engineer

American Well
11.2016 - 01.2019
  • Provided level 3 support to all Kiosk Microsoft Surface tablets and PC’s
  • Utilized LogMeIn to develop and apply patches and security updates to all Kiosk devices
  • Provided independent technical reviews of operational procedures and plans to eliminate functional bottlenecks.
  • Developed and maintained standardized operating procedures for numerous functions and tasks to streamline Kiosk operations.
  • Analyzed operability requirements for upgrades and new equipment installations.
  • Drafted and updated operations and maintenance manuals to correspond to owned hardware and software assets within overseen equipment.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Ensured all devices are QA evaluated and certified before deployment, by performing rigorous testing.
  • Wrote, reviewed and edited technical document in accordance with template requirements.

IT Business Application Support II

Swarovski
08.2015 - 11.2016
  • Provided Level 3 hardware and software support to Swarovski stores
  • Utilized Oracle SQL to troubleshoot database application issues
  • Performed hardware and software programming for all devices ensuring all protocols are met
  • Provided level 1 network support to Swarovski stores, configuring firewalls and work with vendors to ensure all security requirements were met
  • Level 2 application configuration and support
  • Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
  • Developed monthly reports.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated with upper management to drive strategy and implement new processes.

Education

Bachelor of Science - Information Systems Security

American Public University System
West Virgina
08.2022

Intense hands-on vocational training in Computer Technician and Network Installation -

MTTI Technical Training Institute
Massachusetts
2012

Skills

  • Linux Experience
  • Software Troubleshooting
  • Data Analysis
  • AWS CloudWatch
  • Training Material Development
  • Root Cause Analysis
  • Issue and Resolution Tracking
  • Teamwork and Collaboration
  • DevOps
  • Google Cloud Platform data analysis
  • Information Security

Timeline

Sr. Technical Support Engineer

American Well
01.2022 - Current

Lead Application Support Engineer

American Well
01.2019 - 01.2022

Senior Kiosk Operation Engineer

American Well
11.2016 - 01.2019

IT Business Application Support II

Swarovski
08.2015 - 11.2016

Bachelor of Science - Information Systems Security

American Public University System

Intense hands-on vocational training in Computer Technician and Network Installation -

MTTI Technical Training Institute

Similar Profiles

CREATE PROFILE
Erick Silva