Lacey LeNoir Bray
Visa Inc
7
years of professional experience
Experienced Support Engineer prepared for this role. Skilled in Java, Python, SQL, software design, and debugging Strong focus on team collaboration and achieving results. Reliable, adaptable, and solution-focused.
Work History
Software Engineer
1 Year 3 Months- Led cross-functional teams in the design and implementation of payment systems, ensuring seamless integration with existing platforms.
- Spearheaded initiatives to optimize application performance, resulting in reduced response times for end-users.
- Developed scalable software solutions using Java and Python to enhance transaction processing efficiency.
- Mentored junior engineers on best coding practices and effective debugging techniques to improve overall team performance.
- Implemented automated testing frameworks to ensure software reliability, significantly decreasing bug rates in production environments.
- Analyzed system architecture for potential improvements, driving enhancements that increased scalability and maintainability of applications.
Senior Technical Support Specialist
2 Years- Mentored junior technicians to enhance problem-solving skills and technical expertise, ensuring high-quality service for 75+ customers daily.
- Acted as a subject-matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
- Developed organizational policies for Incident Management, aligning with industry best practices and maintaining a 97% CSAT.
- Resolved complex technical issues for clients, enhancing user satisfaction and system functionality.
Technical Support Representative
1 Year 1 Month- Assisted customers remotely with technical difficulties, guiding them through step-by-step resolutions to enhance user experience.
- Managed and processed support actions and requests using ticketing systems to ensure timely resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed escalated support requests, coordinating with engineering teams to expedite solutions.
Web Support Specialist, Team Lead
2 Years 5 Months- Guided users on website navigation and usage, enhancing end-user confidence and satisfaction.
- Analyzed user feedback data to identify trends and recommend actionable improvements to product offerings and support services.
- Analyzed user feedback data to identify trends and recommend improvements to product offerings or support services accordingly.
- Collaborated with cross-functional teams to implement system updates and optimize website functionality.
Skills
Development lifecycle
Agile methods
Object-oriented programming
SQL
Full-stack development
JIRA
Technical assessment
Troubleshooting
Timeline
Software Engineer
Visa Inc
05.2025 - CurrentRead More
Senior Technical Support Specialist
AIA Contract Documents
04.2023 - 04.2025Read More
Technical Support Representative
Microsoft
03.2022 - 04.2023Read More
Web Support Specialist, Team Lead
Home Depot
10.2019 - 03.2022Read More