Work Experience

Senior Software Engineer, Datto Inc.

Work as part of an agile development team utilizing Scrum
Consistently deliver key improvements to support businesses needs
Partner with Product Management to providing technical solutions to key features improvements and high priority defects
Provide mentorship and oversee onboarding of new team members
Lead tech debt initiates to keep product extensible for new features
Deliver improvements to internal tooling and development environments to improve the times it takes us to successfully deliver change
Types of solutions my team provides:
- Support new business initiatives
- Automation of manual tasks
- Real time metric gathering and alerting
- Decommission/migrate legacy systems

Automatically route hundreds of support tickets per day to the best available support technician
Allow for customization to match business needs
Decreased the amount of times a ticket needed to be handed off to a different support technician
Freed up the valuable time of our Support Supervisors to focus on their other responsibilities

Created integration with ticketing system to show our support technicians the relevant product data for the ticket they are working on
Provided easy access to support related product actions without leaving the ticket
Increased the ability for our support technicians to successfully multitask

Created Browser Extension to capture chat logs and save them to an existing ticket or create a brand new ticket
Short term solution until we were able to migrate to a more flexible chat system
Decreased time to handle chats by 80% (used to take 10 minutes, now takes less than 2 minutes)
Decreased error rate to near zero