Carter Ward

• Triaged issues using client-side browser tools, SQL performance profilers, and Java error logs to identify root causes.
• Providing high-quality technical support to enterprise customers and Managed Service Providers across multiple regions.
• Production of technical solution documentation and contribution to internal and public knowledge bases.
• Maintaining a deep understanding of the Now Platform Core UI, Service Portal and Configurable workspaces.

• Feature design, development and maintenance. Using Node.js, Express, Typescript & React.
• Resolution of all inbound technical queries from customers & integration partners in a timely & professional manner.
• Monitoring and triage of application performance issues and errors, including logging enhancements and urgent bug fixes.
• Writing MongoDB queries to implement data fixes, analytics, and optimise indexes for performance.

Projects and Achievements

• Connections API: Tasked with replacing an existing email-based system responsible for handling data for tenant connection requests from the FLK it over system. I designed and implemented a third-party facing API, including implementing OAuth 2.0, API Documentation, and Webhook notifications.
• Admin Dashboard: I was solely responsible for the maintenance and active development of the FLK admin dashboard. Built on the low-code platform Superblocks, this tool streamlined common support operations, including user account management, billing, and first-level issue diagnosis. This dashboard also involved building an AWS Lambda microservice to support complex operations between multiple systems.
• Image Processing Performance: Rebuilt an image processing service; reduced response time by 10x to one of the hottest paths in the application.

• Help Desk Support: I swiftly responded to all incoming help desk tickets, identifying the root cause of IT issues and implementing effective solutions. These ranged from hardware problems to software complications.
• Hardware Installation & Management: I oversee the installation of new hardware and ensure it is set up correctly for the users. This includes both routine hardware upgrades and setting up IT infrastructure at new office locations.
• Software Troubleshooting: I resolved software-related issues, particularly those associated with Microsoft Word, Adobe Acrobat, PDFDocs, and iManage.
• Remote Work Support: Provided robust support for remote users via Citrix VDI’s.

During my Internship at Faethm, I took part in rebuilding an existing prototype of the Skills Visualiser, a visualisation tool built in D3.js. The main goal was to re-implement this prototype to align with Faethm’s established tech stack.

Key Contributions

• Code Refactoring: Successfully transformed the D3.js prototype into a production-ready application utilising Faethm’s existing tech stack, which included React & TypeScript.
• Data Management: Implemented Redux for efficient state management, enabling the application to handle substantial volumes of data with greater responsiveness and reliability.
• Team Collaboration: Integrated into a diverse team of professionals, gaining hands-on experience with agile methodologies and honing project management skills.

• Operation of the “Click & Collect” desk. This included customer identity verification, organisation of the order storage area, and auditing of collected orders.
• Delivered exceptional customer service through multiple channels, including email, ticket system, live chat, and phone calls.
• Provided expert advice on a range of consumer technology products.