Summary
Overview
Work History
Education
Skills
Websites
Technical Proficiencies - Languages Platforms
Projects
Languages
Work Availability
Timeline
Generic

Tapiwa Ushe

Calgary,AB

Summary

As a seasoned Technical Support Engineer with extensive experience in implementations and integrations, I possess strong communication and relationship-building skills with clients. My background in technology and customer service enables me to build trust and maintain positive client relationships effectively. Eager to transition into a Sales role, I aim to leverage my technical prowess and customer relationship management skills to drive business growth and forge long-lasting partnerships, making me a valuable asset to any sales team.

Overview

3
3
years of professional experience

Work History

Technical Support Engineer

INSTACART
08.2023 - 03.2024
  • Provided 2nd level technical support in resolving problems and supporting execution plans for systems/application upgrades, patches, and bug fixes
  • Utilized RESTful APIs to ensure smooth data exchange and system interoperability
  • Ran queries against the database with PostgreSQL syntax and performed CRUD operations to make changes to client data
  • Integrated new platforms enhancing system performance and scalability resulting in 15% reductions in load times and 25% improvement in system reliability
  • Automated tasks on the Cloud via Kubernetes, ensuring scheduled execution of tasks such as chain syncs
  • Collaborated with IT teams for integration testing and assistance with production deployment
  • Managed website configurations, launches, implementations and integrations using Git and GitHub
  • Utilized JIRA to create, track, escalate, and resolve tickets for enterprise clients
  • Python scripting for task automation, data ingestion, caching, config updates, and data export.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Enterprise Applications Support Engineer

TOWN OF ORANGEVILLE
07.2023 - 09.2023
  • Oversaw the development of application architecture and implemented enterprise architecture frameworks (TOGAF) to reduce redundancy and complexity by 15%
  • Developed and integrated RESTful APIs to enable seamless communication between backend systems and client applications, improving data retrieval and processing efficiency by 20%
  • Managed the implementation and integration of DayForce HCM software
  • Provided 2nd level end-user support for enterprise applications and interfaces
  • Validated system requirements for changes to existing and new business information systems
  • Developed and maintained system and database upgrade documentation
  • Collaborated with stakeholders and vendors on projects, troubleshooting issues, and user training
  • Administered, managed, and maintained the Linux Ubuntu server, implementing IAM security practices.
  • Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
  • Offered assistance in implementing and developing training programs.

Applications Support Analyst

RESOLVER INC.
01.2022 - 04.2023
  • Provided 2nd level support to end-users for web-based applications (SSO, API, backend) and software-specific issues
  • Integrated new regulatory content for customers using RESTful APIs, ensuring compliance with governance, risk, and compliance standards
  • Collaborated with stakeholders on future updates and cross-trained departments on new business processes and applications
  • Developed and executed PowerShell scripts for data retrieval, purging, and Active Directory management
  • Assisted in answering technical questions and providing insight on the SaaS/Cloud environment software
  • Documented new operating procedures and provided feedback to enhance user training manuals.
  • Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.

Systems Support Analyst

BROKERLINK INC.
05.2021 - 11.2021
  • Troubleshot 2nd level MS Exchange, SharePoint, and MS Office application issues
  • Managed user access control and user verification for security using LDAP
  • Facilitated installations of new software within the continuous integration process
  • Integrated new insurance companies through mergers and acquisitions
  • Configured networks and permissions for departments to enhance secure file sharing
  • Leveraged Citrix and Microsoft Azure for virtualized network support
  • Developed front-end features for the company website.
  • Enhanced system performance by identifying and resolving complex technical issues.
  • Created preventive action requests to reduce recurring outages, decreasing outages 15%.
  • Managed multiple high-priority tasks simultaneously while maintaining a professional demeanor under pressure.

Education

Cert. - Certified Blockchain Expert

BLOCKCHAIN COUNCIL
Calgary, AB (Remote)
11.2024

Associate of Science - Computer Programming

SENECA POLYTECHNIC, School of Software Design & Data Science
Toronto, ON
12.2020

Skills

  • Goal-oriented mindset
  • Customer Relationship Building
  • Relationship Building
  • Customer Relationship Management
  • Web technologies and services
  • Product Knowledge
  • CRM Management
  • Email outreach
  • Strategic Thinking

Websites

Technical Proficiencies - Languages Platforms

C, C++, C#, .NET, Python, Java, HTML&CSS, SCSS, JavaScript, TypeScript, NodeJS, MongoDB, PostgreSQL, Microsoft Azure, Docker, Kubernetes, Google Cloud Platform (GCP), Amazon Web Services (AWS), Bash, Powershell, Perl, Ruby, OracleSQL, DB2, RPGLE, Microsoft Office 365, Adobe Suite, Google Suite, HRIS: UltiPro, UKG, DayForce, Salesforce, Git, DataDog, Papertrail, Dynatrace, Splunk, Confluence/JIRA, ZenDesk, ServiceNow, Wireshark, DNS, HTTP/HTTPS, LDAP, TCP/IP, IP, MAC, Firewalls, Subnetting, Routers, Switches, VPNs, OSI Model, IAM, File Permissions, MFA, SSL/TLS, IPSec, ISO27100, GDPR, NIST, SOC2, PCI, OSINT, SSO, SAML, QGIS, ArcGIS, Spyder, GeoPandas, Blender, Unity, OBS, Photoshop, Illustrator, InDesign, GNU/Linux, Microsoft Windows 10/11, MacOS, Windows Server 2016/2022

Projects

DeepFaceLabs (TensorFlow & cuDNN), Created “DeepFake” multimedia by leveraging open-source technologies (TensorFlow, NVIDIA cuDNN, DeepFaceLabs) in order to train XSeg models to batch process an AI generated “fake” of two multimedia sources ( Data sourcing from TEDTalks and free online cinema), DeepFaceLabs (DFL) is an open-source deep-learning tool written in Python. The setup requires installation of a number of open-source dependencies. Most of the GitHub repo will have a Python script which imports said dependencies, and runs basic flags for versioning, and parsing the media provided in the parameters. Classes within the scripts will define characteristics of a user-provided object as the parameter. These characteristics can be resolution, weight, data formatting, and become more detailed depending on the script.

Languages

English
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Technical Support Engineer

INSTACART
08.2023 - 03.2024

Enterprise Applications Support Engineer

TOWN OF ORANGEVILLE
07.2023 - 09.2023

Applications Support Analyst

RESOLVER INC.
01.2022 - 04.2023

Systems Support Analyst

BROKERLINK INC.
05.2021 - 11.2021

Cert. - Certified Blockchain Expert

BLOCKCHAIN COUNCIL

Associate of Science - Computer Programming

SENECA POLYTECHNIC, School of Software Design & Data Science

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