team lead engineering and support resume example with 8+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Strategic engineer and leader with a diverse background in development and operations, including Tech Ops, DevOps, software engineering and support. Well-rounded technical professional with elaborate experience in operating a variety of complex roles. Eager to leverage technical innovation to contribute to any organization's goals.

Technical Skills
  • Administration: Linux/Unix, Windows.
  • Cloud Infrastructure: AWS, Azure. Google Cloud.
  • Code: BitBucket, CodeCommit, BitBucket, Jira.
  • CD/CI: ArgoCD, Harbor, Jenkins, OutSystems.
  • Container Orchestration: Docker, Kubernetes.
  • Databases: MySQL, MongoDB, PostgreSQL.
  • Observability: Datadog, Splunk, Dynatrace.
  • Methodologies: Agile/Scrum, ITIL (ServiceNow).
  • Programming Languages: C/C#/C++/GoLang, Java/JavaScript/Node.js, Ruby, Python
  • Scripting: Bash, C, Java, Python.
Team Lead - Engineering and Support, 08/2022 to Current
Avaneer HealthCity, STATE,
  • Ensure the upmost reliability of a cloud-based SaaS/PaaS/NaaS data interoperability platform built on enterprise-grade blockchain technology.
  • Design, build, operation, and support of highly available and scalable infrastructure as code on AWS using Terraform and Kubernetes as part of the continuous deployment, delivery, and integration (CD/CI) pipeline.
  • Develop, manage, implement and troubleshoot API issues.
  • Serve as Liaison between Customers/Clients and Development team.
  • Implement metric and monitor-based alerting on CloudWatch and Kubernetes logs via Datadog and Dynatrace to ensure 99% infrastructure and application uptime.
  • Invent automation solutions to eliminate manual work and increase uptime.
  • Troubleshoot complex application and system issues and perform root cause analysis.
  • Log and report newly discovered bugs and add them to Developer Sprint cycles via Jira.
  • Implement security best practices to ensure compliance with government and healthcare regulations, such as SOC2, HITRUST, and HIPAA.
  • Monitor API activity and log data using CloudTrail as part of an incident response plan.
  • Administrate and support access to code repositories and HELM charts using CodeCommit, BitBucket, Harbor, and ArgoCD.
  • Perform routine health checks and system analysis via reporting to Clients to validate adherence to service level agreements/objectives as part of the Service Assurance program.
Manager & Technical Lead - IT Operations, 06/2017 to 08/2022
PediatrixCity, STATE,
  • Manager of Network Operations Center, Team Lead of Technical Operations Engineering Team.
  • Accountable for the 24/7 availability and uptime of all systems, services, and underlying technology of the production environment, including applications, network and platform infrastructure, databases, and web services.
  • Responsible for system administration, maintenance, patching, and support of all production Unix/Linux and Windows servers and devices.
  • Configure infrastructure and application performance monitoring and alerting on production systems via Splunk.
  • Respond immediately to major production outages, lead the incident response team, and deliver all communications pertaining to events that impact availability of service between stakeholders, customers, and third-parties.
  • Monitor production data extract, transformation, load (ETL), SQL loads, and Azure data pipeline jobs and troubleshoot failures accordingly.
  • Write SQL database queries, scripts and stored procedures to resolve data issues, generate reports and dashboards.
  • Develop, test, and implement lightweight application code changes via CD/CI pipelines and processes using OutSystems and CircleCi.
  • Catalog and maintain all technical assets and configurations via ServiceNow CMDB.
  • Perform Unix/Linux and Windows server and device system patching using LANDesk and Bomgar.
  • Orchestrate the change management program, including change advisory board meetings, change requests/approvals/rollbacks decisions, as well as production support in the event of failed implementations.
  • Automate the resolution and recovery of reoccurring system issues via Python or Bash scripts when a permanent fix is not available.
Dedicated Senior Technical Support Analyst, 09/2014 to 06/2017
BlackBerry LimitedCity, STATE,
  • Provide dedicated senior technical support for the Centers for Disease Control and Prevention (CDC) for BlackBerry Enterprise Server environment.
  • Conduct bi-weekly touch points with CDC system administrators and management to discuss ongoing support incidents, upgrade plans and maintain customer relationship.
  • Analytically troubleshoot network, tcp/ip, mail server, IIS, application, database, dns, certificate, ssl/tls, AD and security authentication profile (SCEP, NDES, Kerberos) issues in customer environments.
  • Internal escalation point for advanced customer outages and service degradation support.
  • Beta test and QA new features, products and services of new BlackBerry software and devices.
  • Identify, confirm and report bugs in production versions of BlackBerry software to development.
  • Create internal and customer facing knowledge base articles.
  • Conducted BlackBerry Enterprise Server, Android for Work, mobile device management and troubleshooting training for new hires.

AWS Certified Solutions Architect - Associate (SAA-C03) - In Progress

AWS Certified DevOps Engineer - Professional (DOP-C02) - In Progress

Bachelor of Science: Software Engineering, Expected in 08/2022 to Southern New Hampshire University - ,
  • Graduated summa cum laude
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Resume Overview

School Attended

  • Southern New Hampshire University

Job Titles Held:

  • Team Lead - Engineering and Support
  • Manager & Technical Lead - IT Operations
  • Dedicated Senior Technical Support Analyst


  • Bachelor of Science

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