Landon Thaler

Manage technical support for enterprise healthcare customers, investigating product issues, coordinating Engineering escalations, and tracking cases across support platforms. Led the implementation of Jira Service Management and development of a centralized Help Center.

Provided management and leadership support to 13-24 associates supporting software, hardware, and system solutions. Led a Lean process improvement project that increased tool usage by 20% and prepared monthly operational reviews for executive leadership.

Managed and prioritized issue resolution based on severity and urgency, resolving 1-10 tickets per day within queues of 20-50 issues. Investigated front-end and back-end issues using troubleshooting tools, log files, and database queries.

Contributed as a junior software developer and quality assurance associate on client software projects, including work for PricewaterhouseCoopers and The Home Shopping Network. Collaborated with product owners and project teams to create stories, tasks, acceptance criteria, and test cases.

Consulted with clients to understand business needs, created wireframes, and developed one- and five-page websites using a content management system. Delivered website walkthroughs and maintenance guidance to clients.

Bachelor of Science in Information Technology from Florida State University, completed in May 2018.