Summary
Overview
Work History
Education
Skills
Timeline
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KEITH EDWARD IVY JR

Methuen,Mass

Summary

Intellectual, hardworking and career driven individual. My professional skills include tense time management, professionalism, and product & technical knowledge. Self-motivated person who is diligently committed to achieving all objectives set out by the company. Fifteen years of customer service and technical experience are critical skill sets that can be applied to this position. Extensive background in Customer Service and Technical Support Strong work ethic and attention to detail Consistently viewed as a strong asset to every company of which I was a member Skilled at handling customer inquiries and client needs based on solid technical and product knowledge Self-inspired, self-motivated and hard working in a team environment as well as independently Team Lead over 5 years in a Technical/Customer Support position Excel in high pressured issues or situations Thrive in being the escalation point for Tier 1-2 Representatives to bring forth quick resolutions

Overview

17
17
years of professional experience

Work History

Senior Application Support Engineer

VeraCode
01.2020 - Current
  • In the role of senior support engineer my responsibilities include providing technical support for the Veracode suite of products through multiple means of communication (email, phone, teams, slack and in-person for internal users)
  • Lead trainer for on boarding and contributed to the scale and growth of the team over 3 plus years by training, mentoring, establishing and documenting workflows as the team grew from 9 to over 40
  • Worked with various teams across the organization testing and providing feedback for Dynamic Analysis during the build, Early Adopter and General Audience phases
  • Responsible for creating several Knowledge articles for internal and external use to allow for more self-service new product feature development rollout and bug fix tracking using JIRA
  • Provides Customer Education where possible to help empower for better customer-based administration of available tools
  • Contact for internal teams for who to contact in Support when other avenues are not successful
  • Knowledge of all platform related Products
  • Contact for internal teams in Support when other avenues are not successful
  • Worked with Product Management to submit updated information to Microsoft and Okta for our new SAML instance
  • Fed Ramp approved/Cleared and authorized in the Government sector

Tier 3 Escalation Engineer

01.2017 - 12.2019
  • Worked directly with customers through phone, email and case management system to resolve issues
  • Utilized Asterisk programming, as well as web UI, to process standard or custom telecom routing requests for customers
  • Prioritize issues and manages time effectively, while taking accountability for resolving customer issues
  • Performed timely escalations of support related issues to various departments for further analysis and resolution
  • New product feature development rollout and bug fix tracking using JIRA
  • Provides Customer Education where possible to help empower for better customer based administration of available tools
  • Provided guidance and next steps to Level 2 employees to help guide their issues to resolution
  • Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end-user issues

Technical Support Engineer

Tier, LiveVault
01.2016 - 01.2016
  • Provided customer support and technical issue resolution via e-mail, phone and electronic devices
  • Implement and manage LiveVault solutions via (Portal in Customer mode or Support mode)
  • Troubleshoot problems backing up and restoring data with the customer
  • Log tickets, defects, enhancements with enough detail to be understood and resolved by others
  • Prioritize issues and manage time effectively, while taking accountability for resolving customer issues
  • Perform timely escalations of support related issues to various departments for further analysis and resolution
  • Share best practices with other team members to enhance the quality and efficiency of our support services
  • Effectively interact with other members of the Level one team to provide solutions to complex technical issues
  • Perform other duties as requested and within areas of expertise

Tier 2 Technical Support Engineer

CloudLock
01.2014 - 01.2016
  • Ability to create and communicate a detailed project scope, project plan, schedule, organizational roll-out strategy, and post go-live support process that upholds the success of the client organization
  • Follow established methodology processes and prepares weekly reports and action items for the client project team
  • Manage internal project team staff responsibilities including documentation, client training/validation, onsite visits and timekeeping
  • Organize and analyze project risks to allow for early mitigation
  • Make effective decisions based by appropriately balancing budget, schedule and timeline
  • Facilitates beta development meetings between clients and CloudLock product management
  • Helped align product management goals with client objectives in order to ensure success of clients
  • Creates and manages process of client SOWs
  • Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution
  • Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, and Account Management representatives

Application Solutions Analyst

Casnet llc
01.2014 - 01.2014
  • Provided client support and technical issue resolution via email, phone and web
  • Provided timely, efficient and pleasant follow up to user questions or issues
  • Documented all incidents on incident tracking system (Salesforce & Jira)
  • Managed incidents to closure
  • Interacted effectively with customers and internal developers
  • Assisted in testing new software functionality prior to release
  • Assisted in generating training materials and customer facing documentation
  • Collaborate with Engineering team on issues and system bug resolutions

Technical Support Engineer, Team Lead

01.2011 - 01.2014
  • Navigate, troubleshoot, and resolve application, system, and network connectivity issues between remote application servers and end-user devices (handheld devices and personal computers)
  • Interface with Product Management, Product Development and Engineering teams to help manage product design and quality of system
  • Use excellent oral and written communication skills to interpret technical situations to lay audience
  • Document solutions to problems and contribute to knowledge base
  • Strong hardware and software troubleshooting skills
  • Working knowledge of relational databases and SQL
  • Knowledge in incorporating HL7 integrations, web links, and XML customizations into projects and understanding their impact on resources and timeline
  • Collaborate with Engineering team on issues and system bug resolutions
  • Basic network administration (troubleshoot network connectivity, 802.11 wireless networks)
  • Familiarity with Java or other object-oriented programming languages
  • Experience in managing projects for all PatientKeeper applications including; CPOE, Clinical Results, Charge Capture, Notewriter, eSignature and Sign-Out
  • Provide explanations of application functionality and usage to clients
  • Provide support on PatientKeeper applications via phone, email, and internet in a team setting
  • Installation and configuration support for Client Services deployment teams

Technical Support Representative (Team Lead)

01.2007 - 01.2010
  • Promoted to Team Lead after one year of employment
  • Resolved technical and support issues timely and efficiently
  • Worked with different programs that required coding (HTML,XHTML,TXT)
  • Managed customer accounts in a fast passed and busy work environment
  • Obtained strong computer and technical skills

Education

Associate - Science, Information Systems Technology & Management

Massachusetts Bay Community College
Wellesley Hills, MA

Certificate in Information Technology -

Bachelors - Science, Information Technology

Boston College
Chestnut Hill, MA

Database Management Systems; System Analysis & Design; Networking; Introduction to Computer Science -

Skills

  • Operating Systems: Windows XP, Vista, 2000, Windows 7,8,10 Linux, UNIX, Fedora and Android OS, Mac
  • Computer Languages: HTML,XHTML,CSS, JavaScript, C, SQL
  • Image editors and Formats: Adobe Illustrator, Photoshop, Image Shack, Photo bucket, Picnik, Snip Shot, Tiny Url, Color Cop, JPEG, GIFF, TIFF, BITMAP, PNG, TXT, XLS, CSV and Html
  • Office Suites: MS Office 2003, 2007, 2010,2012, 2016,2019,LibreOffice,Open Office

Timeline

Senior Application Support Engineer

VeraCode
01.2020 - Current

Tier 3 Escalation Engineer

01.2017 - 12.2019

Technical Support Engineer

Tier, LiveVault
01.2016 - 01.2016

Tier 2 Technical Support Engineer

CloudLock
01.2014 - 01.2016

Application Solutions Analyst

Casnet llc
01.2014 - 01.2014

Technical Support Engineer, Team Lead

01.2011 - 01.2014

Technical Support Representative (Team Lead)

01.2007 - 01.2010

Associate - Science, Information Systems Technology & Management

Massachusetts Bay Community College

Certificate in Information Technology -

Bachelors - Science, Information Technology

Boston College

Database Management Systems; System Analysis & Design; Networking; Introduction to Computer Science -

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