Giovanna Melguizo

Summary

I am a software support engineer who is passionate about resolving client issues. I have 3 years of experience and I’m especially skilled in investigating and resolving bugs, keeping calm and levelheaded in stressful situations, and developing proactive solutions. I’m seeking to join a company where I can have ownership, where there are clear goals, and where I can contribute in a team environment towards the overall company success.

Work Experience

CareerBuilder, Norcross GA

Technical Support Engineer

October 2016-October 2017

Troubleshooting issues by looking at PHP code, logs, and database information
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Reviewing weekly GitHub deployments for new features and bug fixes
Manipulating and extracting client data using SQL
Collaborating with product owners to improve customer experience
Working with engineers and developers to resolve bugs
Establishing automatic Sumo Logic query alerts for system errors and bugs
Maintaining the internal knowledge base using Confluence
Created the new hire training materials and certification exam

CareerBuilder, Norcross GA

Technical Support Advisor

July 2015-October 2016

Providing clients with patient, attentive, and insightful customer service
Establishing strong and durable relationships with clients through continual communication and exceeding expectations
Consulting with clients to provide optimal solutions
Creating product training presentations and guides for external and internal clients
Collaborating with other teams to research issues and verify resolutions
Finding beneficial solutions through recreating issues and analyzing data
Configuring XML files to enable and change features in the Talent Stream Recruit system
Interacting with Third Party vendors to investigate and test their environment
Helping team members assimilate to new developments within the organization
Mentoring new team members on products, tools, and procedures
Helping QA teams understand new system releases like UX changes or new features
Writing internal and external articles to improve to the organization’s knowledge base

Skills

Technical Skills

Programming Languages: SQL, PHP, HTML, CSS, XML, JavaScript
Operating Systems: Windows, OSX, and Unix-based Operating Systems
IDEs and Software: MySQL Workbench, Microsoft Office, Eclipse, Sublime Text
Working experience with GitHub, Confluence, Jira, and Salesforce

Behavioral Skills

Strong Work Ethic
Clear and Effective Communicator
Creative Thinker
Innovative Problem Solver
Eager to Learn
Dependable Team Member