Principal Technical Support Engineer
Los Altos, California, US
[email protected] | (650) 224-9906
http://www.linkedin.com/in/oliverkelly
Summary
Developed and implemented a configuration and log file gathering utility to allow customers to rapidly provide required files to support engineers. The utility was designed to locate and compress into a single archive all necessary files for troubleshooting resulting in issues being resolved sooner.
Tools Used: Java, Bash Shell.
Provide enhanced service and support for strategic customer go-lives. Conducting weekly customer meetings to Identify critical issues and acting as a technical liaison between customer and product development.
Winner of 2018 Oracle's 1Mby1M scholarship challenge. Learn the skills necessary to become an innovator using the 1Mby1M program and create a product idea for Oracle. The idea I developed is an Augmented Reality solution for retail shoppers. The idea is currently being evaluated for use with Oracle's Cloud Commerce Suite.
Tools Used: C#, Unity, Vuforia.
Coach at Oracle's Design Tech School. Assist High School Kids with "Internet of Things" program to build a miniature intelligent traffic light using IoT sensors.
Tools Used: Python, Raspberry Pi Development.
Keynote speaker for 2017 JavaOne4Kids conference. Discussed how gaming and innovative technology can motivate the next generation of coders. Demonstrated a game mod I created that transforms a physical board into a fun coding project using Python and Raspberry Pi.
Designed and developed a mobile VR App that allows users experience a Solar Eclipse. The App "Solar Eclipse VR" was the # 1 downloaded app in the paid entertainment category in the Google PlayStore when launched in August 2017. It was featured in the Google DayDream Store as well as the USAToday digital newspaper.
Tools Used: DayDream SDK, Unity,Firebase, C#.
Provide technical product expertise to cloud partners and internal technical groups.
Worked as an auditor to review critical service requests and provide feedback with the goal to increase customer satisfaction levels.
Provide training/mentoring to members of support.
Work and resolve technical service requests for customers recently transitioning to cloud.
Review design documents and requirement specifications to ensure that customer issues are minimized during the support phase.
Design and prototype future product features based on customer requirements.
Create solutions to address complex customer requirements and develop program samples to demonstrate product functionality.
Primary support engineer and point of contact for premium customers.
Assist development with testing of new feature and product releases.
Replication of complex bugs for development.
Created the customer support programs for Nextance customers.
Work with Engineering to find solutions to customer issues and requirements.
Provide technical guidance to support engineers.
Managed local and off shore teams of technical support staff.
Implement customer projects while managing technical aspects from design phase to go-live.
Work with engineering to find product solutions to customer requirements.
Provide technical guidance to implementation engineers.
Traveled off-shore to manage consultants during project implementation stage.
Work with product marketing to design and implement UI standards and specification.
Designed and built custom features for product demonstrations.
Responsible for all technical aspects of Siemens’ healthcare Internet presence, providing on-going development and maintenance of web applications and pubic web sites.
Responsible for developing Virtual Reality game design mechanics, designing and prototyping new game features and working with the gaming community. Supporting the distribution and market places for all of Rocket's entertainment products.