Work Experience
Senior Software Engineer, Datto Inc.
January 2015 - Present
- 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
Projects
Automatic Ticket Routing
Datto Inc.
- 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
Contextual Product Data Viewer
Datto Inc.
- 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
Chat-To-Ticket Browser Extension
Datto Inc.
- 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