Summary
Overview
Work History
Education
Timeline
SoftwareEngineer

Porchia Davis

Senior Support Engineer
Atlanta,GA

Summary

Detail-oriented Technical Operations Engineer with 4+ years of experience specializing in incident response, root cause analysis, and process improvement. Proven track record in driving system-wide enhancements and fostering a collaborative, blameless culture. Passionate about delivering solutions that elevate product quality and customer satisfaction.


Skills:

AWS

SQL

Datadog

Browserstack

Mixpanel

React

PagerDuty

FireHydrant

Opsgenie

Python

Overview

5
5
years of professional experience

Work History

Support Engineer

Ollie
03.2023 - Current
  • Led cross-departmental collaboration resulting in a 20% improvement in system performance and customer satisfaction.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Monitored and resolved system errors, reducing downtime by 30% and improving operational efficiency.
  • Offered assistance in implementing and developing training programs.
  • Documented faults and bugs for development teams, leading to a 25% reduction in recurring issues through targeted updates.
  • Excellent communication skills, both verbal and written.
  • Created incident response process using Jira and Pagerduty.
  • Assisted with new releases and sprint planning
  • Triaged and diagnosed issues reported by customer service and team members using SQL, Datadog, Sentry, Fullstory, Mixpanel, etc.

Technical Operations Engineer

Greenlight Technologies
10.2021 - 01.2023
  • Performed root cause analysis and implemented corrective actions using Datadog, Mixpanel, MySQL, Jira, AWS, Snowflake, Docker and Fullstory.
  • Collaborated with the software development team to fix reported errors and bugs on newly released software. Assisted in deployment of release fixes.
  • Cross-collaboration with Product, Software development, Database, QA, and Cloud teams to enhance process and performance. Practiced lean principles, which led to improvements in workflow, quality, and waste reduction.
  • Participated in on-call rotation as Incident Response Leader and ensured incident process and procedures were followed.
  • Lead 40+ incidents in 2022. This includes being involved at the beginning of impact to retrospective ensuring stakeholders were informed and understood business impact and resolution.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Resolved over 517 support requests in 2022 with a 95% customer satisfaction rate, optimizing issue prioritization and reducing response time by 15%.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Created onboarding and training process for new team members.
  • Provided Mentoring and career development support to junior team members and developing peers.
  • Tested multiple new products and features.
  • Gathered requirements for business processes and customized Jira project to meet the business needs.

Technical Support Representative

Greenlight Technologies
02.2020 - 10.2021
  • Provided Tier 2 technical support to customers via phone and email. Resolved adiverse range of technical issues with mobile applications and website
  • Activated accounts for clients interested in new services.
  • Defined and documented technical support best practices.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues as needed.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Entered invoices requirement payment and distributed amounts via check, electronic transfer or bank draft.

Education

Certified Scrum Master -

Scrum Alliance

Timeline

Support Engineer

Ollie
03.2023 - Current

Technical Operations Engineer

Greenlight Technologies
10.2021 - 01.2023

Technical Support Representative

Greenlight Technologies
02.2020 - 10.2021

Certified Scrum Master -

Scrum Alliance

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Porchia DavisSenior Support Engineer