Support Engineer
About Me
I am an enthusiastic and driven MS in Artificial Intelligence and Machine Learning student and IT professional. Although I am still enrolled in university, I have nearly seven years of experience in a professional environment, mainly with regard to Python, SQL, cyber security, networking, banking, finance, analysis, and general IT.
Skills
PythonSQLCommunicationAnalytical SkillsTime ManagementData AnalysisMicrosoft OfficeMachine LearningLeadershipMicrosoft ExcelNetworkingFlexibility
Education
MS, Artificial Intelligence and Machine Learning
- Relevant courses include Management for the Computer Science Professional, Foundations of Artificial Intelligence, Principles of Machine Learning, Design and Analysis of Algorithms, Applying Machine Learning and Neural Networks - Capstone
- Dean's List, 4.0 GPA
BS, Business Management, Specialization in Digital Marketing
- Relevant courses include Quantitative Business Analysis, Information Systems Design and Analysis, Strategic Communication of Data Analysis
- Dean's List, 3.8 GPA
Experience
- Engage with customers on escalated support issues or critical customer situations
- Provide expert systems design, recommendations, and configurations
- Perform in-depth diagnostics and troubleshooting using networking tools
- Assist customers with testing or troubleshooting of networking or cloud service issues
- Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering, and Operations teams
- Conduct extensive research and development activities to identify and implement new technologies, tools, and methodologies that can enhance the product development process
- Analyzing user requirements, developing prototypes, and working closely with cross-functional teams to ensure timely delivery of high-quality products
- Thorough testing and debugging activities, creating user manuals and technical documentation, and providing ongoing support to end-users
- Providing exceptional customer service to credit union members by assisting them with their financial needs and questions
- Opening and closing accounts, processing deposits and withdrawals, and performing other routine transactions for credit union members
- Promoting credit union products and services to members and helping them to achieve their financial goals
- Manage and grow customer relationships, maintain revenue-producing "Book of Business"
- Sales and business development, meet and exceed sales goals, develop strategies to increase retention
- Risk management and compliance, conduct regular risk assessments to identify areas of risk