I work across the tech stack, with an emphasis on back-end and DevOps. I work with technologies including:

Ruby & Rails, Docker & Docker-Compose, Kubernetes & Helm, Jenkins, Groovy, and AWS. I also have experience with Python, with an emphasis on back-end work using Django.

My day-to-day work has been focused on migrating Ruby apps into the cloud to allow for better scalability. This includes upgrading and containerizing them, then moving them onto Kubernetes on EKS. I've also worked on maintaining Constant Contact’s (Restful) next-generation authoring platform.

I provide coaching, development, and support for Constant Contact's Tier 2 Support team in Loveland. As a leader of the Tier 2 team, my responsibilities include:

• Facilitating monthly 1-on-1 sessions that focus on career development, performance feedback, and skill development

• Coaching Tier 2 specialists to provide world-class support across 3+ customer-support channels

• Providing real-time feedback on performance, communication, and customer interactions

• Generating and analyzing team analytics

Some of the more general skills that I utilize in my role include:

• Familiarity with Microsoft and Google product suites

• Servant leadership

• Process improvement

• Project management

• Real-time staffing management

As a Senior Technical Specialist, I have many responsibilities, ranging from developing the skills of Tier 2 Specialists, managing customer escalations, facilitating monthly one-on-one sessions, and generating the reporting information for the Tier 2 team. I am also in charge of managing Tier 2's monthly quality assignments and quality calibration sessions. I am the point of contact for our Custom Services team, which requires me to create reporting on agent productivity, influencing revenue, and designing customized HTML email footers.

I am also responsible for providing real-time support, which includes troubleshooting HTML & CSS, identifying new issues using Splunk and SQL, and communicating new issues to our product and engineering teams through Jira.