Kendall Shearman
In my current role, as well as in my two previous positions, I have been responsible for providing Level 4 technical support to high-profile clients such as The New York Times, Coca-Cola Bottling, Sephora, among many other household names. These roles have all involved addressing complex technical issues and collaborating closely with development teams. Before transitioning into technical support, I taught Technical Writing, English Composition and Rhetoric, and Literature at the tertiary level.
My certifications span a wide variety of expertise, including Linux, Kubernetes, Cloud technologies and more. Further, I have an MA in English and an AAS in Computer Programming, so I'm adept at communicating to a breadth of stakeholders with varying degrees of expertise with ease, clarity, and compassion. Not only do I enjoy working on complex technical problems at the code level, I'm also passionate about documentation and understand how to build a knowledge base from the ground up. I'm a great asset at the product operations level because I can build out processes where needed and test them accordingly.
Roles
A summary of my most recent roles
- Daily collaboration with large-scale clients to address technical challenges with Apollo GraphQL’s Federation, Router, Studio, and more.
- When migrating from Zendesk to Jira Service Management, I developed the necessary code to integrate a custom form modal, facilitating support ticket ingress into JSM. This involved several languages, including Kotlin, React, and the query language GraphQL.
- Developed the structure of the Confluence Knowledge Base for the Technical Support Hub and contributed articles to it.
- Configured numerous automations and productivity tools to automate our workflows and increase effectiveness.
- Defined cross-functional processes for the support team with other teams in the organization.
- Providing quarterly written report reviewing customer environments and highlighting violations of best practices.
- Responsible for planning, creating, and maintaining team’s technical troubleshooting articles in our Confluence Knowledge Base.
- Working with high profile customers to resolve complex infrastructure monitoring issues as their main technical point of contact within the organization.
- Maintained and developed organizational knowledge-based documentation.
- Created runbooks for distribution to customers.
- Technical and managerial oversight of complex customer cases.
- Tracked product developments and hot fixes in Jira.
- Developed and improved the existing onboarding documentation materials needed to train new hires.
- Used Markdown to develop and maintained the team resource wiki documentation.
- Performed research, developed presentation materials about the research performed, and presented findings to corporate representatives to communicate team needs to upper management.
- Ran weekly tests to compare app size of beta versions of mobile application for Android and iOS.
- Generated weekly documentation analyzing net size changes in app size and disk footprint.
- Identified size regressions and diffs/engineers associated with regression.
- 2018 - 2021: Austin Community Collect Student (AAS Computer Programming)
- Focus on programming and building technical skills.
- 2012 - 2016: Ashford University Lecturer
- Taught courses in Technical Writing, English Composition & Rhetoric, and Literature.
Portfolio
Check out samples of my work below
