Joshua Shepherd

Experience

1. Technical Support Engineer

   Vanta

   Sep 2021 — Present · Austin, TX, US

   Responsibilities:· Identify, document, investigate, and resolve defects in production/staging.· Participate in product meetings with Engineering leads and Product owners.· Analyze product features, defects, and performance using Datadog, AWS Cloudwatch, Sentry.io, Chameleon, and Sigma.· Provide Tier 3 support for internal teams and customers.· Serve as an intermediate support layer for GCP, AWS, Azure, Digital Ocean, Google Workspace, Office 365, Azure AD, and Okta.· Assist TSS with complex support tickets.· Support task management/version control platforms (Asana, Azure DevOps, Jira, Gitlab, Github, Linear, Shortcut, Trello, Zendesk).· Create, implement, and maintain technical documentation (Guru, Zendesk, Glean, Google Docs).· Escalate complex issues to Engineering and collaborate on resolutions.· Create GitHub PRs for production bug fixes and new features.· Participate in feature bug bashes and Beta rollouts.· Troubleshoot internal GraphQL queries and mutations.Individual Contributions:· Provide support for Vanta’s Public GraphQL API.· Develop and maintain Vanta API documentation on developer.vanta.com.· Maintain Vanta’s GraphQL API recipe library on developer.vanta.com/recipes.· Establish frameworks for problem documentation, investigation, and escalation.· Implement documentation solutions like Guru and drive adoption.· Solo developed and released a Zendesk Migration tool for Vanta’s Support Team.· Migrated the Support Team from Shortcut to Jira.· Introduced v1 process proposals to improve coordination between Support and Engineering.· Entrusted with VIP level projects and escalations.· Develop, release, and maintain internal Python apps and automation tools for debugging and monitoring.· Use Python frameworks to streamline data ingestion, transformation, and reporting.· Independently develop, release, and maintain TypeScript applications to integrate with Productboard, Jira, Shortcut, and Zendesk.

Skills

• Social Networking
• Tumblr
• Stumbleupon
• Instagram
• Google+
• Computer Proficiency
• Virtual Dj
• Fruity Loops
• Fl Studio
• Traktor
• Microsoft Office
• Windows 7
• Windows Server 2008 R2
• Windows Xp
• Jelly Bean Os
• Hardware
• Technical Support
• Troubleshooting
• Printers
• Data Entry
• Facebook
• Html
• Powerpoint
• Microsoft Word
• Digital Photography
• Customer Service
• Social Media
• Microsoft Excel
• Microsoft Office 2007
• Gmail
• Computer Maintenance
• System Administration
• Os X
• Xp
• Dreamweaver
• Outlook
• Mac
• Adobe Acrobat
• Web Design
• Time Management