Summary
Overview
Work History
Education
Skills
Timeline
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Joel Sams

Orlando,FL

Summary

Proactive and goal-oriented professional with excellent communication, time management, and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

10
10
years of professional experience

Work History

Technical Support Engineer

ServiceNow
11.2023 - Current
  • Performed root cause analysis of reported issues to enact lasting corrections and improve overall platform stability.
  • Assigned up to 5 new customer support cases daily while simultaneously managing an active backlog, requiring effective prioritization and meticulous case tracking.
  • Delivered proactive communication by providing daily updates for all open cases, demonstrating excellent queue management and commitment to customer transparency.
  • Maintained a perfect customer satisfaction (CSAT) record, with zero dissatisfaction (DSAT) ratings throughout tenure.
  • Took on an additional internal role as a Customer Experience Ambassador (CXA), reaching out to customers during the Solution Proposed phase to gather any and all feedback prior to case closure allowing the customer the chance to be and feel heard and understood.
  • Led real-time Zoom troubleshooting sessions with empathy and clarity, helping users resolve issues efficiently while maintaining a positive customer experience.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Documented faults and bugs for referral to development staff for use in platform updates.
  • Regularly collaborated with internal teams, receiving multiple Kudos from colleagues for cross-functional teamwork and support excellence.
  • Earned a passing score on the ServiceNow Certified System Administrator exam, validating deep platform knowledge and technical capability.
  • Played a key role in office culture, helping boost team morale through a collaborative and upbeat presence.

Software Engineer

Vianai
02.2022 - 08.2023
  • Company Overview: Worked with proprietary AI software in a fast paced startup company
  • Pydantic Modeling for structured models and automatic doc generation using OpenAPI
  • Used fastAPI to build structured ORMs across the platform
  • SQLAlchemy for ORM and Database interactions
  • Worked with multiple databases such as PostgreSQL, Clickhouse, and Redis
  • Used Kubernetes to manage services and scalability
  • Worked on and across several teams to meet sprint deadlines
  • Worked with proprietary AI software in a fast paced startup company

Junior Front-End Software Engineer

Accutive
08.2021 - 01.2022
  • Learn the Temenos Journey Maestro platform to create customer user experiences according to client specifications.
  • Build multiple versions of responsive forms with the Journey Maestro Platform, for client and user, for multiple financial institutions in North America.
  • Use agile development methodology to meet daily with client's project managers and QA team to plan sprint and discuss progress.
  • Keep good relations with clients by creating efficient practical solutions for any technical issues.

Developer

Iquarius Media
04.2020 - 08.2021
  • Builds for the most part within the WordPress Content Management System to build responsive websites for business to consumer and business to business websites and applications which grows profits of clients significantly.
  • Works remotely using Basecamp with a team of developers, project managers, and graphic designers on a daily basis.
  • Collaborates to make various responsive edits to the front and back end of numerous client websites leading to a smooth user flow and lead generation.
  • Constructs wireframes for numerous websites which leads to an easy structured build in a short amount of time.
  • Debugs technical issues within client websites leading to an error free user experience.

Senior Membership Specialist

UFC Gym Orlando
05.2018 - 04.2020
  • Generated leads and converted them into new high paying members.
  • Found creative solutions to any customer objections when selling membership with problem solving skills.
  • Made on average 100 contacts with leads per day via call, text, and email.
  • Used business to business communication skills to market the gym through local businesses creating long relationships that lead to hundreds of new leads generated.
  • Brainstormed consistently with my team to find new ways to help promote the gym, drive revenue, and create a great environment for members and staff.

Field Technician

Dogwatch Of Central Florida
02.2015 - 05.2018
  • Performed troubleshooting and diagnostics of malfunctioning equipment and components.
  • Trained dogs and cats on invisible pet boundaries.
  • Created solutions to any customer objections or nuances when installing fencing boundaries.

Education

Software Engineering

Springboard Software Engineering Bootcamp
Palo Alto, CA
08-2021

Skills

  • Technical skills: Javascript, Nodejs, Express, Python, Flask, SQL and PGSQL, Jquery, HTML5, CSS3, REST API, Github and Git, Bash, WSL, FastAPI, Docker, Kubernetes, SQLAlchemy
  • Soft Skills: Outstanding communication, Fast Learner, Leader, Ambitious, Committed, Driven, Adaptable, Team and Solo worker

Timeline

Technical Support Engineer

ServiceNow
11.2023 - Current

Software Engineer

Vianai
02.2022 - 08.2023

Junior Front-End Software Engineer

Accutive
08.2021 - 01.2022

Developer

Iquarius Media
04.2020 - 08.2021

Senior Membership Specialist

UFC Gym Orlando
05.2018 - 04.2020

Field Technician

Dogwatch Of Central Florida
02.2015 - 05.2018

Software Engineering

Springboard Software Engineering Bootcamp

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