AUSTIN TRISTAN
Denver
Summary
Results-driven technical engineering professional with proven track record in operational excellence. Known for implementing effective strategies that enhance productivity and reduce downtime. Excels in team collaboration and adapts seamlessly to evolving project requirements. Skilled in process optimization and technical troubleshooting.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Operations Engineer
SS&C EZE (SaaS Investment Software)
02.2022 - Current
- Identified operational problems by observing and studying system functions and performance results; investigating client issues and suggestions; and completing troubleshooting procedures of complex issues under tight deadlines, prioritizing tasks effectively to minimize disruptions to ongoing operations
- Acted as the highest point of escalation between Client Services and Development in answering questions and resolving issues around our products, services, and infrastructure
- Acted as a first responder to infrastructure/software related incidents to ensure reliability of our systems and keep us within committed SLA targets
- Improved operational systems and created workflows and documentation for important high-level processes
- Provided Tier 3 technical support for investment technology including product areas such as Trading, Accounting, Market Data, Marketplace
- Acted as Project Manager for team projects by defining project goals and deliverables whiling Assigning tasks and coordinating team efforts while ensuring projects met quality standards
- Met with clients and partners and provided training session for using and accessing our API endpoints and provided troubleshooting and access to marketplace partners
Sr. Software Support Engineer
DynaConnections (SaaS Real Estate MLS)
11.2020 - 02.2022
- Communicated with high-level clients and customers daily to assist with technical issues or bugs within the MLS platforms
- Worked collaboratively and cross-departmentally (Development, QA, Product) to identify and resolve issues or development needs for customers
- Helped improve the incoming support processes to a more streamlined approach and improved the prioritization tracking system
- SaaS Real Estate MLS
- Assisted developers in testing new features and updates before release, ensuring a smooth transition for end-users.
- Served as a key liaison between customers, development teams, and sales representatives to ensure clear communication on expectations and deliverables.
Technical Account Manager
Linnworks (SaaS Omni-channel E-commerce)
06.2019 - 11.2020
- Worked with top-tier enterprise customers as a Technical Account Manager, consisting of feature-usage assessments, training sessions and demos
- Investigated issues with listings, inventory, orders and data syncs, utilizing SQL/Database to write queries such as update/delete/join to find solutions or push manual syncs to selling channels
- Used web proxy HTTP debugging programs to troubleshoot API issues and catch requests/responses from integrated channel marketplaces
- SaaS Omni-channel Ecommerce
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
Technical Support Specialist
Becton Dickinson (Medical Technology)
02.2018 - 06.2019
- Assisted with medical device issues including SQL/databases, Windows operating systems, Pyxis software, interface connectivity to HIS, IP configuration between devices
- Setup dispatching for field service technicians to sites with hardware related issues
- Generated custom reports for recorded device data by creating SQL scripts and converting data to excel to be sent to the end-user
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support via chats, phones and email.
Production Analyst
Linebarger Goggan Blair & Sampson (Law Firm)
08.2017 - 02.2018
- Participated in continuous improvement initiatives aimed at enhancing overall operational efficiency within the organization, streamlining workflows across the department
- Updated database with new debtor information such as placements or transactions for over 80 different clients daily & non-daily utilizing SQL
- Reviewed, tested and loaded files only with 100% accuracy from various clients into database
- Monitored and analyzed production workflows to identify inefficiencies and recommend process improvements
- Collected, interpreted, and reported key production metrics to support data-driven decision-making
Education
Bachelor of Arts (B.A.) - Computer Information Systems
Texas State University
San Marcos, TX08.2017
Skills
- Financial Technology and Investment Management Software Troubleshooting
- Advanced Tier 3 Technical Support
- API Troubleshooting (Postman)
- Database (SQL, SSMS, DynamoDB)
- Microsoft Office (Access, Excel, PowerPoint, Publisher, Word)
- Well-Developed Analytical Skills
- Strong Written and verbal Communication
- Helpdesk, JIRA, Salesforce, Freshdesk, JSM
- Data Investigation (Splunk, Grafana)
- Root-Cause Analysis
- Technical Analysis
- Cross-Functional Team Leadership
- Teamwork and Collaboration
- Multitasking
- Attention to Detail
- AWS (CloudWatch, Cognito, IAM, DynamoDB, SNS, SES, EKS)
- Rancher
- Programming Foundational Knowledge (C#, Python, Java, Visual Basic)
- Docker
- Project Management
- Workflow Optimization
- Root-Cause Analysis
- KPI Tracking
- Cross-Functional Collaboration
- Technical and Operational Analysis
- Documentation Organizational Skills
- Incident Response (Pagerduty)
- Healthcare Technology
- SaaS
- E-commerce
- Operations Management
- Quality Improvement
- Process Flows
- Workflow Optimization
Languages
English
Native or Bilingual
Certification
- AWS Certified Cloud Practitioner
- PagerDuty Foundational Practitioner Certification
Accomplishments
- Achieved 80% ticket deflection through effectively helping with completing tickets for development teams.
- Achieved 65% alert deflection by completing migration of urgent time-based pagerduty alerts and owning them to completion with accuracy and efficiency.
Timeline
Technical Operations Engineer
SS&C EZE (SaaS Investment Software)
02.2022 - Current
Sr. Software Support Engineer
DynaConnections (SaaS Real Estate MLS)
11.2020 - 02.2022
Technical Account Manager
Linnworks (SaaS Omni-channel E-commerce)
06.2019 - 11.2020
Technical Support Specialist
Becton Dickinson (Medical Technology)
02.2018 - 06.2019
Production Analyst
Linebarger Goggan Blair & Sampson (Law Firm)
08.2017 - 02.2018
Bachelor of Arts (B.A.) - Computer Information Systems
Texas State University
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