CV

Education

• B.S. in Computer Science, Tennessee Technological University, 2020

Work experience

• Application Support Specialist
  SkyRun Vacation Rentals, March 2021 – February 2023
  • Work with business support team to plan, research, write, and revise online documentation used by 30+ businesses.
  • Collaborate with development and other cross-functional teams to ensure technical accuracy of new and existing documentation for proprietary software.
  • Construct over 50 and maintain over 350 technical documents in FreshService knowledge base.
  • Prepare escalated requests for development staff in the form of technical guidelines using Jira and Confluence.
  • Manage administrative server functions, including back-ups, upgrades, recovery, and management of disk space.
• Technical Leadership Program (Intership)
  SAIC, June 2020 – November 2020
  • Partake in regular Scrum meetings utilizing Agile methodologies.
  • Perform duties including analysis, design, coding, integration, testing, documentation, and support.
• Teaching Assistant
  Tennessee Technological University, August 2018 – May 2020
  • Conduct weekly lab meetings and hold office hours with undergraduate students enrolled in CSC1300 and CSC1310.
  • Debug students’ code to help them work towards a solution while remaining conscious of efficiency, redundancy, and accuracy.
  • Assist course professors by answering questions, hosting in-class quizzes, and grading weekly programming assignments.
  • Draft programming assignments and instructions by collaborating with class professor, encouraging students to utilize intuition in order to effectively solve technical problems.
• Help Desk Student Associate
  Tennessee Technological University, May 2019 – May 2020
  • Assist faculty, staff and students with technology both in-person and virtually via the Bomgar remote support tool.
  • Document instances and troubleshooting progress via the Footprints ticketing system.
• Resident Assistant
  Tennessee Technological University, August 2017 – May 2019
  • Design and implement programs for residents that enhance the social, educational, and personal development that connects them to their community.

Key Skills

• Documentation and Technical Writing
  • User manuals, software documentation, help files, standard operating procedures, troubleshooting guides, developer write-ups, API documentation, document branding, LucidChart
• Application Support and User Administration
  • Troubleshooting hardware, troubleshooting software, customer success, user administration, Google Workspace, VoIP
• Help Desk Management
  • Customer service, technical support, KPI, SLA, procedures, hardware, information technology, API documentation, communication, strategy and strategic vision, time management, knowledge and understanding of industry standards, critical thinking
• Software Testing
  • System bugs, bug documentation, software design, web design, end-user training, XML, HTML/CSS, JavaScript

Professional Development and Certifications

• Technical Writing: How to Write Software Documentation, Udemy, January 2023
• SkyRun Vacation Rentals Employee of the Month, October 2022
• CompTIA Security+, July 2020
• Cum Laude, B.S. in Computer Science, May 2020
• Tennessee Technological University Residential Scholar Award, May 2018 & May 2019
• CSC #HACK Hackathon, 1st Place, Tennessee Technological University, Oct 2018