CV/Resume
CHRISTOPHER R. CRAFT
317.995.1329
SENIOR TECHNICAL SUPPORT ENGINEER
Personable Technical Support Engineer with experience supporting many different applications. Strong record of client satisfaction
and very proficient at explaining highly complex data systems to a wide variety of audiences. Proven multitasker, independent worker
and team player.
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CORE EXPERIENCE
- Knowledge and working experience with:
- Salesforce, Jira, Service Now, Spiceworks
- Visual Studio Code, Azure DevOps, Salesforce CLI
- Oracle SQL, Microsoft SQL, PostgreSQL, mySQL
- AWS, Google Cloud Platform, Azure
- Postman, Learning Management Systems (Moodle, Blackboard), Web Servers - Apache, Apache Tomcat
- Operating System Experience:
- Windows, Linux (Red Hat, Ubuntu, OpenSUSE, Debian, Kali Linux), Mac OS, Chrome OS
- Mobile Devices - iOS, Android, Windows
- Other Skills
- Exceptional proficiency in Tier II/Tier III Bug Troubleshooting, Customer Service, Project Management, Training, Organizational Leadership
- Above-average understanding of computers and software troubleshooting
- Ability to quickly learn new software and technology
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WORK EXPERIENCE
Greenfield Fence Company LLC
https://www.greenfieldfencecompany.com/
Owner
June 2021 – Present
- Built Custom Website and Digital Marketing.
- Managing day-to-day operations of owning and operating a fence installation company.
- Sell and Install fences for commercial and residential customers.
Institute for Study Abroad (Butler University)
February 2021 – June 2021
Salesforce Consultant (Contract)
- Handled Salesforce Marketing Cloud issues (Journey Building/Troubleshooting as well as Sales Cloud Integration, Data Importing, etc)
- Handled internal tickets to resolve Salesforce issues with highly customized Salesforce Community written in AngularJS and Apex.
- Handled Salesforce Administrator duties such as User Profiles, Permissions and uploads.
- Work with Senior Salesforce Developer to add new code features to Community.
- Handled scheduled deployments to Salesforce using VS Code and Azure DevOps.
Genesys Telecommunications Laboratories, Inc.
August 2020 – February 2021
Senior Technical Support Engineer
- Handled incoming calls and emails through Salesforce with direct customer interaction.
- Troubleshoot issues with Software bugs, VOIP, SIP and/or Networking issues with Customer’s IT team.
- Create Internal tickets with Development or other teams to provide the customer with resolution when necessary.
Institute for Study Abroad (Butler University)
January 2020 – April 2020
Salesforce Consultant
- Handled Salesforce Marketing Cloud issues (Journey Building/Troubleshooting as well as Sales Cloud Integration, Data Importing).
- Handled internal tickets to resolve Salesforce issues with highly customized Salesforce Community written in AngularJS and Apex.
- Developed and Implemented Web Chat.
- Work with Senior Salesforce Developer to add new code features to Community.
- Handled scheduled deployments to Salesforce using VS Code and Azure DevOps.
Blackboard Inc.
December 2018 – December 2019
Service Delivery Engineer
- Tier II support for Blackboard Learn Service Delivery clients, working directly with clients and internal teams to find and resolve issues with Learn products. Served as last point of client escalation for all issues with Learn. Maintain ownership of cases until resolution.
- Troubleshooting issues such as operating system (RHEL/Ubuntu/Windows) and database (Oracle SQL/Microsoft SQL) server performance, database changes, code fixes, bug testing, API integration, SAML, LDAP, CAS authentication setup, installation, Linux/Windows server administration, CSS/Theme changes, SIS integration and any issue related to Blackboard Learn usage.
- AWS/SaaS troubleshooting
- Worked directly with Product Development, DevOps and Operations to resolve issues.
- Tier I mentorship
- Escalation and Queue management assigning cases to team members.
- Manage and create Knowledge Base articles for reported issues for Learn.
Salesforce
July 2018 - December 2018
Success Agent Tier II - Developer
- Certified Salesforce Marketing Cloud Email Specialist
- Tier II support for Salesforce Marketing Cloud, working directly with clients via GoToMeeting to resolve issues or provide guidance. Maintain ownership of cases until resolution.
- Troubleshooting issues with REST/SOAP API calls using API Software (SOAP UI, Postman). Aid with SQL query troubleshooting and creation using Microsoft SQL Server Management Studio.
Blackboard Inc.
October 2016 - July 2018
Client Support Engineer
- Tier II support for Blackboard Learn, working directly with clients via Collaborate or TeamViewer to resolve or find issues with Learn products. Served as last point of client escalation for all issues with Learn. Maintain ownership of cases until resolution.
- Troubleshooting issues such as application (RHEL/Ubuntu/Windows) and database (Oracle SQL/Microsoft SQL) server performance, database changes, code fixes, bug testing, API integration, SAML, LDAP, CAS authentication setup, installation, Linux/Windows server administration, CSS/Theme changes, SIS integration and any issue related to Blackboard Learn usage.
- AWS/SaaS troubleshooting
- Worked directly with Product Development, DevOps and Operations to resolve issues. ● Tier I mentorship via weekly phones calls for case reviews
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EDUCATION
Indiana University Purdue University Indianapolis, Indianapolis, IN
Purdue School of Engineering and Technology
Studied Computer Information Technology, GPA: 3.3 on a scale of 4.0