Open to opportunities

Ra'pheal Sandford

@raphealsandford

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Technical Support Engineer and Software Developer with 12+ years solving complex systems and escalations.

United States

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What I'm looking for

I seek roles combining Tier 3 support and software development where I can resolve complex issues, build automation, and drive product improvements in collaborative, Agile teams.

I am a highly resourceful Technical Support Engineer and Software Developer with 12+ years delivering robust technical solutions, resolving Tier 2/3 escalations, and leading R&D initiatives across enterprise environments. I blend hands-on software development (Python, C#, JavaScript, Node.js) with modern DevOps practices to drive reliable product outcomes and operational improvements.

I have a proven track record owning advanced customer escalations, building internal tooling and automation, and collaborating across engineering, QA, and product teams to advocate for customer needs. Certified in Salesforce and Wonderware, I have led feature delivery, automation and migration efforts at scale while maintaining SLAs and improving long-term product stability.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Avalara

Aug 2022 - Present (3 years 2 months)

Owned and resolved advanced Tier 3 escalations for CertCapture, AvaTax, and connectors, delivering root-cause analysis and maintaining SLAs while driving cross-functional improvements.

Root Cause Analysis Avatax Customer Advocacy SLA Management Troubleshooting Cross Functional Collaboration

Customer Support Engineer

UJET, Inc.

Apr 2021 - Jun 2022 (1 year 2 months)

Provided L3 troubleshooting and bug triage for real-time communication products, built internal support tooling and automation, and partnered with engineering to improve product reliability.

L3 Troubleshooting Automation)Support Tools Real Time Communications Customer Success Debugging

R&D Software Engineer II

Broadcom Inc.

Oct 2019 - Apr 2021 (1 year 6 months)

Led R&D for enterprise software, delivered features in Agile sprints, and created automated test scripts while participating in code and design reviews.

R&D Agile Scrum Automated Testing Code Review Enterprise Software C++Python CI CD Test Automation

Software Developer

Walmart Technology

Oct 2015 - Jun 2017 (1 year 8 months)

Supported 150+ apps and 13,000+ store systems, developed PCI-compliant payment services and migrated legacy apps to C# MVC and Node.js to improve store operations.

C++Node Jenkins Git Bitbucket PCI Compliance Payment Services

Technical Support Analyst

Salesforce.com

Jun 2015 - Sep 2015 (3 months)

Provided advanced Tier 2 product support and training, utilized SQL and front-end technologies, and earned multiple Salesforce certifications to improve customer outcomes.

Salesforce SQL Customer Training Product Support Certification Case Management

Programmer Analyst

Callisto Integration, Inc.

Jun 2014 - May 2015 (11 months)

Designed and developed systems for major manufacturers using .NET, Wonderware, and SQL procedures, delivering integration solutions for clients like Nestlé and Mars.

.NET SQL System Design Integration Industrial Automation Stored Procedures Client Solutions

Web Developer

Hawk SCADA

May 2013 - May 2014 (1 year)

Created a dynamic data-driven web app with Drupal, PHP, and MySQL and developed a Twilio-based alarm system for real-time monitoring.

Drupal PHP MySQL Twilio Web Development Monitoring Backend Development

IT Support Engineer

Miller Transporters, Inc.

Oct 2010 - Present (15 years)

Maintained websites and provided IT support for desktops, servers, and networks, delivered business reporting using SSRS, and supported VMware/Citrix environments.

IT Support VMWare Citrix Desktop Support Network Support

Software Development Engineer

Neiman Marcus Group

Built and maintained C# Web APIs to modernize mobile POS, delivered enhancements and fixes for POS/restaurant software, and worked in Agile sprints using Atlassian tools.