Resume

Provide advanced technical support, system administration, and integration expertise for healthcare customers, acting as a primary technical owner for complex production issues, upgrades, identity/authentication configurations, and data pipeline health. My current role blends application support, infrastructure troubleshooting, healthcare interoperability (HL7), security/identity management, and customer-facing technical leadership, frequently operating as the escalation point between customers, internal engineering, and external vendors.

• Diagnose and resolve issues involving application slowness, database capacity, message backlogs, service outages, and user access failures
• Perform deep analysis using logs, audit trails, SQL queries, and message queues to identify root cause and remediation paths
• Create automations via Power Automate and Power Apps to assist in mitigating repetitive tasks
• Configure alerts through Grafana for monitoring client feeds which enabled a proactive response in troubleshooting and for on call paging
• Work closely with interface vendors (e.g., Ellkay, Epic, MEDITECH) to resolve translation and interoperability issues
• Support and troubleshoot SSO configurations, including ADFS, SAML, Auth0, certificate-based authentication, and metadata issues
• Identify and resolve certificate chain problems, expired certificates, missing intermediates, and login failures (403s, refresh loops). Coordinate certificate renewals and identity changes with customer security teams and internal stakeholders.
• Plan, execute, and support Clintegrity upgrades across test and production environments
• Act as a trusted technical advisor to healthcare customers during incidents, upgrades, and integration projects
• Partner closely with peers across support, engineering, implementation, and product teams

• Assisted in expanding technical support teams tools by partnering with engineers to pass off technical tasks completed by them using tools such as SQL, Postman, SFTP and DataDog
• Managed bug reports and acted as a liaison for Development Team to ensure bugs were properly documented and all troubleshooting methods were exhausted through demo environments and other tools
• Assisted Tier 1 with tickets relating to member issues via Zendesk through phone and email to ensure SLA metrics were achieved resulting in a 100% SLA record

• Promoted from Technical Specialist to Senior and eventually to Application Reliability Specialist
• Provide Tier 3 support for clients utilizing Avidxchange accounts payable software (Strongroom, AvidPay, AvidInvoice, etc.)
• Assist software engineers in troubleshooting issues through the development of new enhancements
• Solving complex cases that consisted of in depth troubleshooting regarding payments, bank check transfers, invoices, software issues, performance, etc.
• Created automated scripts for Tier I Specialists to streamline repetitive issues

• Promoted from Product Specialist to Genius Bar Specialist
• On the spot troubleshooting while providing quick diagnostics and resolutions
• Elevating customer relationships with Apple while providing insight and satisfaction to customers measured by the NetPromoter system

• Climbed through the ranks from Private to Sergeant
• Honorably discharged after 5 years of active duty service
• Supervised the maintenance actions of 30 technicians, ensuring quality maintenance was performed for calibrated assets
• Managed the inventory of 5,000 separate technical measurement assets worth $50,000,000 in accordance with the Naval Aviation Maintenance Program (NAMP 4790.2X) while maintaining a 1.3% overdue rate and a 94.5% readiness rate
• Lean Six Sigma Yellow Belt certified
• Inspected assets to verify compliance with FAA regulations
• Performed component level troubleshooting and repairs
• Completed hands on inspections for 7 active squadrons to substantiate adherence to calibration protocol and flight safety