Summary
Overview
Work History
Education
Skills
Timeline
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Ernestine (Tina) Moreno

Summary

Portfolio: https://www.devmode.net/

GitHub: https://github.com/ErnestineMoreno

LinkedIn: https://www.linkedin.com/in/etinamoreno/

Overview

22
22
years of professional experience

Work History

Support Engineer

Grafana Labs
11.2023 - Current
  • Debugging customer issues (AWS, Azure, GCP, Kubernetes, Docker)
  • Utilizing SSO/SAML experience to help customers in securing their Grafana instances
  • Evaluating errors or discrepancies within customer dashboard panels and determining root cause
  • Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML)
  • Opening GitHub issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities
  • Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL)
  • Gather and share customer feedback with Product, Sales, and Customer Success teams

Advanced L3 Engineer

Coupa Software
01.2022 - 11.2023
  • Collaborate with Development, Cloud Operations, and Product Management to improve the functionality of Coupa's product and resolve issues at the root
  • Create Ruby scripts to automate fixes for recurring issues that have yet to be resolved
  • Build and deploy tools to help Support Delivery be more effective/efficient
  • Deflect Jira and SRE tickets to allow teams to have more time to focus on planned product features
  • Impart knowledge to L1/L2 Support Engineers through active coaching and mentoring
  • Provide live training on Database Structures and Cloud Infrastructure and Networking Essentials to Support Delivery teams
  • Subject Matter Expert in Procurement, App Platform, and Analytics

SaaS Support Engineer

Coupa Software
09.2021 - 01.2022
  • Collaborate with integration teams, Site Reliability Engineering, and Cloud Operations to help troubleshoot technical and application configuration issues
  • Event Monitoring of customer production environments

Marketing Manager (User Experience)

RxPrep
06.2020 - 10.2020
  • User experience liaison to internal Engineering Department for both B2B and B2C clients
  • Advised Engineering Department in monitoring SEO processes and suggested content optimi3ation using JIRA Software
  • Mobile App Quality Assurance

Civil Engineering

Geo-Technology Associates
12.2018 - 04.2019
  • Managed accounts for five Civil Engineering firms located in Maryland, Virginia, New York, New Jersey, and Delaware
  • Regularly communicated and maintained positive relationships with project managers, civil engineers and clients

Sales Engineer

Waterchem
09.2002 - 12.2007
  • Account and Contracts management
  • Account liaison between Sales Engineer Manager and B2B clients
  • Reviewed blueprints and finalized Operation Manuals for Mechanical Contractors

Education

Software Engineering Certification -

General Assembly
06.2020

Skills

  • User interface/User Experience
  • Kubernetes
  • B2B and B2C client relations
  • Quality Assurance
  • HTML & CSS
  • JavaScript
  • React
  • Ruby on Rails
  • MongoDB
  • Django
  • SQL
  • PhpMyAdmin
  • JIRA Software
  • ELK
  • Git
  • GitHub
  • Command Line interface
  • Salesforce
  • Zendesk
  • Atlassian Confluence
  • Adobe Figma

Timeline

Support Engineer

Grafana Labs
11.2023 - Current

Advanced L3 Engineer

Coupa Software
01.2022 - 11.2023

SaaS Support Engineer

Coupa Software
09.2021 - 01.2022

Marketing Manager (User Experience)

RxPrep
06.2020 - 10.2020

Civil Engineering

Geo-Technology Associates
12.2018 - 04.2019

Sales Engineer

Waterchem
09.2002 - 12.2007

Software Engineering Certification -

General Assembly

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Ernestine (Tina) Moreno