Bria Gardner

Experience

• 

  Eastern North Carolina School for the Deaf

  Aug 2017 - May 2018

  Technical Support Specialist Intern
• 

  Xenial – Cloud Based Restaurant Management Platform

  Jul 2018 - Mar 2020

  Product Specialist

  - Created implementation documentation for internal and external stakeholders for XKM- Xenial Kitchen Management- Setup beta lab to integrate XKM with Xenial cloud data management and VeriFone Ruby 2 POS- Analyzed cloud and on-prem log files in UAT and production environments to find data and recreate client issues- Used Bomgar, TeamViewer, and RDP to gain remote access to client and internal back office/POS devices- Used SQL Server to query and replicate back-office behavior in labs to identify data issues and errors in software- Conducted systems integration testing using desktop, native application, and online portal- Coordinated with onshore/offshore teams to support mobile application and conduct UAT for mobile and POS- Worked in an AGILE environment with 2-3-week sprints pending deployment of Xenial software Show less

• 

  Intapp

  Mar 2020 - Jan 2024

  - Maintaining an NPS (net promoter score) for customer satisfaction of 90%- Using REST APIs to troubleshoot and resolve data integrity issues for cloud and on-prem tenants- Querying client data for cloud and on-prem tenants using APIs- Creating knowledge-based articles for company Wiki page for future runbook usage- Using Linux commands via SSH to increase disk space, restart services, and access mysql databases of internal appliances- Using Linux commands to rebuild the mysql database, shrink file size, or force restart of services in nano text editor- Using SQL to query mysql databases of Ubuntu Linux based appliances over Zoom- Updating XML config files for issues found with .NET updates over Zoom- Completing Boomi Integration training to learn how to troubleshoot client integration issues of new product- Creating change tickets for development and operations to review and implement for client environment updates- Troubleshooting critical appliance down cases for financial and legal clients using the integration product- Supporting client installation of mobile certificates for iOS and Android native applications- Examining logs to determine root cause of issues in cloud and on-prem server environments- Providing quality and efficient client service over Zoom, Teams and Webex calls using screen and file sharing- Using Elastic Search to find tenant specific cloud logs for date/time ranges of client issues Show less

  • Senior Technical Support Engineer

    Sept 2023 - Jan 2024

  • Customer Support Engineer

    Mar 2020 - Sept 2023
• 

  Alloya Corporate FCU

  Jan 2024 - now

  Technical Support Engineer