Deploy My Resume
all in one deployable summary.
Application Support • L2/L3 Technical Engineering • DevOps • Python • Django • Docker • Kubernetes • AWS • CI/CD • Open to Relocation • Data Engineering • Technical Implementation •
Professional
Profile
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At a Glance
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Customer-obsessed, solution-focused technical support, implementation, and onboarding professional — excited to bring a user-centric approach and passion for delivering innovative solutions. Operating at the intersection of people and platforms, bridging the gap between engineers and end-users, between stakeholders and systems.
LocationBaltimore, MD 21217PhoneLinkedIn -
What I Bring
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A rare combination of social science empathy and engineering precision. I translate technical jargon, untangle implementation roadblocks, and always push toward more stable, scalable solutions. Whether collaborating with junior devs, product teams, or C-suite executives — the mission stays the same: solve hard problems and make technology more humane.
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Where I'm Headed
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Actively pursuing DevOps, platform engineering, backend systems, and L2/L3 technical engineering & support roles. Fascinated by how development and operations are learning to work in sync to build faster, smarter, and more reliable systems. Leveling up in automation, observability, and CI/CD pipelines while remaining grounded in the same goal: one integration at a time.
Based in Baltimore, MD — fully comfortable with remote, hybrid, or in-person arrangements. Open to relocation for the right opportunity.
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Application Support Engineer
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- Contribute to developing and improving the knowledge base, empowering users to find answers independently and reducing the need for direct support.
- Collaborate closely with product development and engineering teams to escalate and prioritize reported bugs, glitches, and user feedback — owning those issues through resolution.
- Provide step-by-step guidance enabling users to effectively navigate and utilize EdTech's APIs and platforms.
- Communicate clearly and professionally with a diverse customer base at varying levels of technical fluency via email and video meetings to diagnose technical issues.
- Troubleshoot and resolve the usage, implementation, and integration of 5+ product APIs, ensuring a seamless developer experience.
- Identify and resolve technical issues including account setup, network settings, and configuration challenges.
- Deliver remote assistance and develop Proof of Concept solutions that utilize streamlined implementations and established best practices tailored to customer needs.
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Implementation Engineer
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- Served as primary technical implementation resource for new and existing customers and partners, coordinating with ML training, sales engineering, and application engineering teams.
- Leveraged Docker, Docker Swarm, and Kubernetes to design custom, efficient, and comprehensive implementations and deployment processes.
- Offered technical consultancy on IoT Edge computing infrastructure and component configuration to achieve desired performance targets.
- Developed and provided technical training for customers to support implementations and ongoing satisfaction.
- Assisted with overall technical design and diagnostic tests to ensure features and performance met customer quality standards.
- Participated in all phases of design, test, and implementation — helping to modify project scope and troubleshoot problems with efficiency.
- Performed data analysis to assess modifications needed and determine how well new implementations performed post-deployment.
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Data Engineer
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- Partnered with client functional and technical resources to identify, collate, and assemble complex relational data stored in disparate virtualized storage solutions for efficient product implementation.
- Designed private REST APIs with unidirectional (GET) and bidirectional (POST, PUT, DELETE) functionality, directing projects through development, testing, and integration.
- Identified, designed, and implemented internal process improvements: automating manual processes with reusable Python and JavaScript assets, optimizing data delivery, and re-designing infrastructure for greater scalability using Agile principles.
- Executed initial extraction, transformation, and loading (ETL) of customer data into the web application from APIs, ensuring data congruity, API functionality, and web application parsing and validation.
- Researched technical trends in Jenzabar (student information system) to assess upcoming changes and measure their impact on integrations and feature requests.
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Solutions Engineering Onboarding Specialist
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- Curbed churn risk and developed product loyalty with recently acquired customers by owning the full post-sales relationship — building successful implementation plans and driving adoption of Mode as a core analytics and BI component.
- Conducted comprehensive discovery during project kickoffs to deeply understand the organization, industry, data types, and primary use cases for Mode.
- Partnered with customers to navigate change management and drive adoption as a new way of working within their business, providing best practices suited to their specific requirements.
- Served as subject matter expert on technical aspects of migrating data sources, users, and data assets from all major competitors — often creating custom API programs in Python to support customer migrations.
- Provided expert training on functionality, features, and best practices — supporting data analysts, engineers, and developers via async SQL/Python code reviews and concurrent working sessions.
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Customer Success Onboarding Specialist
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- Drove the strategic development, flawless execution, and successful implementation of intricate technical plans for mid-market to enterprise-level clients (100–600 vendors) — achieving 80% deployment of contracted vendors within the specified timeframe.
- Transformed the customer onboarding process, resulting in a 30% reduction in onboarding time and a 5-week shortening of the overall onboarding cycle.
- Proactively resolved escalated issues related to new vendor merchant accounts, Point-Of-Sale (POS) integration, and order transmission from third-party marketplaces (DoorDash, UberEats, Postmates).
- Boosted software adoption by 15% through a continuous strategy of developing client-specific case studies and delivering targeted product solution consultations.
- Slashed stalled adoptions by 10% by creating dynamic data assets to report on customer success metrics and implementation statistics, enabling predictive insights and data-driven decisions.
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Onboarding Time Reduction0
On-Time Vendor Deployment0
Platform Adoption Boost
Education
& Training
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Full Stack Engineering Certificate
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Coding Dojo · Colorado Technical University · Dec 2021 — Jun 2022
Intensive full-stack software engineering program covering Python, Django, JavaScript, and database design. Emphasized hands-on project development with real-world deployment workflows and agile methodology.
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Master of Public Administration
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Penn State University, Harrisburg · Aug 2017 — May 2019
Advanced graduate studies in public policy, organizational management, and data-informed decision making. Built a foundation in systems thinking, stakeholder communication, and program evaluation that directly informs my approach to technical implementation and customer success.
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Bachelor of Social Work
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Illinois State University, Normal · Jan 2007 — Nov 2011
Foundation in human systems, community organizing, and social justice advocacy. Developed the empathy-driven, equity-focused approach that continues to shape how I communicate with end-users, de-escalate technical frustration, and design accessible solutions.
AWS · Python · Django · Docker · Kubernetes · Terraform · Kafka · CI/CD · PostgreSQL · MongoDB · Go · JavaScript · Node.js ·
Technical
Competencies
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Cloud & Infrastructure
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Languages & Frameworks
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Data, APIs & Integration
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DevOps & CI/CD
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Platforms & Support Tools
Giving
Back
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Virtual Crisis Counselor — Crisis Text Line
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New York City · November 2019 — Present
I dedicate six hours every week to providing remote counseling to individuals who are at risk or currently in crisis. My aim is to offer a safe and supportive environment for clients to discuss their concerns and receive guidance. Deeply motivated by my background in social work and extensive training in crisis counseling.
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Member — Blacks in Technology
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Baltimore · January 2020 — Present
I work alongside fellow tech professionals who share the same passion for enriching and improving the professional and social discourse of people of color in the technology industry. Our aim is to engage the community and provide support to young individuals who aspire to enter the tech field.