Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager
Hunter Bailey

Hunter Bailey

Seattle,WA

Summary

Highly dedicated IT and Software Professional with 9+ years of experience excelling in software support, troubleshooting, process optimization, and application development. Proven leadership in enhancing support training and implementing innovative software solutions like Jira Software, Jira Service Manager, and Confluence. Expertise in standardizing documentation policies for efficiency and fostering cross-functional collaboration. Thrives in fast-paced environments and adapts quickly to evolving technologies.

Overview

9
9
years of professional experience

Work History

Technical Support Engineer Jr. - Sr.

Carbon Robotics
Seattle, WA
06.2022 - Current
  • Enhanced support coverage to 7x19 schedule and onboarded 3 team members.
  • Implemented Jira Software for project management and achieved 100% user adoption in under 3 months.
  • Led company-wide rollout as Support Program Manager and Jira Administrator, providing technical design documentation and conducting bi-weekly ticket reviews.
  • Achieved 95% initial contact resolution rate through remote support.
  • Developed and implemented a training template for onboarding 7 new support engineers.
  • Attained 99% user adoption of Confluence as the central documentation source.

L1 & L3 Technical Support Engineer

Coupa Software Inc
Reno, NV
03.2020 - 06.2022
  • Investigated and troubleshooted potential bugs, collaborated with management on training initiatives and process documentation.
  • Overhauled training and onboarding processes, increasing new hire training quality feedback by 45%.
  • Provided product support, expanded internal knowledge base, and led projects to enhance productivity.
  • Spearheaded development of a system to auto-notify customers of failed cXML transactions, boosting daily engineer productivity by 38%.

Patient Care Coordinator

Grand Rounds
Reno, NV
11.2018 - 01.2020
  • Orchestrated clinical efforts within interdisciplinary teams to streamline patient care processes and minimize operational complexities.
  • Advocated for patients by engaging with insurance providers, successfully resolving billing disputes, and simplifying Explanation of Benefits (EOB) forms to ensure patient comprehension.
  • Spearheaded the development of internal processes and products aimed at optimizing patient-provider matching, resulting in a notable 40% improvement in matching rates.
  • Employed effective communication and negotiation skills to achieve positive outcomes and enhance patient care delivery.

Education

Bachelor of Science - Computer Science And Programming

Western Governors University
Salt Lake City, UT

Skills

  • Project Management
  • Technical Documentation
  • Software Implementation: Jira Software, Jira Service Manager, Confluence
  • Troubleshooting & Support
  • Training & Onboarding
  • Process Optimization
  • Data Analysis & Reporting: Tableau, Kibana, Grafana
  • Programming Languages: PHP, JavaScript, HTML/CSS, Ruby
  • Database Management: SQL Server, MySQL
  • Operating Systems: Linux/Unix, Mac OS X, Windows
  • Version Control: Git
  • Communication & Collaboration
  • Continuous Learning

Timeline

Technical Support Engineer Jr. - Sr.

Carbon Robotics
06.2022 - Current

L1 & L3 Technical Support Engineer

Coupa Software Inc
03.2020 - 06.2022

Patient Care Coordinator

Grand Rounds
11.2018 - 01.2020

Bachelor of Science - Computer Science And Programming

Western Governors University

Similar Profiles

CREATE PROFILE
Hunter Bailey