Caleb Millender
East Saint Louis,IL
Summary
Results-driven Software Engineer with a background in application security, database administration, and API testing. Experienced in managing ServiceNow tickets, optimizing SQL queries, and developing data visualizations using Oracle Analytics Cloud. Proficient in Python, JavaScript, and SQL with hands-on experience in identity and access management, server administration, and cloud computing. Adept at troubleshooting technical issues, collaborating with cross-functional teams, and improving operational efficiency. Holds certifications in Google IT Support and CompTIA ITF+, with a strong foundation in cybersecurity and endpoint security solutions. Passionate about leveraging technology to drive innovation and enhance business processes.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Associate Software Engineer
Accenture Federal Services
09.2024 - Current
- Managed Tier 1 and Tier 2 ServiceNow tickets related to identity and application security
- Handled Tier 1 tickets by updating usernames in Oracle Identity Self Service (ISS)
- Processed Tier 2 application security tickets by creating accounts for external eCommerce federal employees
- Collected user details from ServiceNow and populated them into Oracle ISS for account creation
- Assigned appropriate user roles and permissions to ensure secure database access
- Verified user accounts in Golden App, an Oracle database query tool
- Sent confirmation emails to users regarding access setup and role assignments
- Contributed to the MART platform, a central reporting and analytics system for ONRR, supporting data-driven decision-making across multiple departments
- Assisted in data visualization and report development using Oracle Analytics Cloud (OAC), ensuring seamless access to key business insights
- Troubleshooted and resolved ServiceNow tickets by identifying, replicating, and debugging reporting issues, often working with vague initial information
- Created and enhanced custom reports by modifying SQL queries, adjusting filters, formatting data, and optimizing column structures
- Gained expertise in semantic modeling, working with database connections, subject areas, and SQL queries to retrieve and analyze data efficiently
- Collaborated with teams using MART reports for workload assignment, periodic reporting, and data exports to third-party tools like Tableau and Power BI
- Practiced SQL debugging by extracting queries from Manage Sessions, validating joins and clauses in SQL Developer, and ensuring data accuracy
Payments Hardware Support Specialist
Fullsteam
06.2023 - 09.2024
- Provided technical support for Fullsteam Point of Sale and payment processing customers and partners across multiple channels, applying strong problem-solving skills
- Demonstrated expertise in credit card terminal troubleshooting, leveraging analytical thinking and technical proficiency to resolve complex issues
- Identified opportunities for process improvements, proactively contributing to enhanced operational efficiency
- API Testing for Payment Terminals: Used Postman API to send requests to payment terminals across different locations
- Transaction Verification: Made API calls to check if a specified dollar amount could be displayed on the terminal screen
- Error Code Analysis: Tested for specific error codes to diagnose potential network connectivity issues or backend system failures
- Client-Side Testing Assistance: Enabled clients to test dollar amounts on their terminals to evaluate responsiveness
- Issue Troubleshooting: Identified underlying issues by analyzing API responses and debugging potential payment terminal failures
Customer Success Representative (Seasonal)
Great Minds
05.2023 - 10.2023
- Worked closely with multiple teams at Great Minds to deliver high-quality customer support for K-12 digital products, ensuring seamless user experiences while strengthening collaboration, adaptability, and communication skills in a fast-paced environment
- Maintained accurate records and performed thorough CRM data validation, meticulously tracking customer interactions, troubleshooting steps, and resolutions to enhance data integrity, improve service efficiency, and support continuous process improvements
- Managed digital licensing for K-12 educators and students, ensuring seamless access to purchased educational materials, class link rosters, and online resources
- Assisted teachers and administrators in troubleshooting access issues, verifying license activations, and coordinating with internal teams to resolve discrepancies efficiently
Client Support Representative (Contract)
Revel Systems
05.2022 - 03.2023
- Collaborated with Sales, Operations, and Support teams to efficiently manage payment requests, ensuring smooth account setups, merchant onboarding, and troubleshooting of transaction issues
- Assisted clients in navigating the payment system, verifying account details, and resolving setup discrepancies to enhance the overall onboarding experience
- Delivered high-quality customer service and technical support, providing accurate resolutions to payment processing issues, terminal malfunctions, and transaction errors
- Maintained a strong focus on customer satisfaction by actively listening to client concerns, diagnosing problems effectively, and offering clear, step-by-step solutions
Education
B.S. - Computer Science
Fort Hays State
Kansas City, KS05.2026
B.S. - Computer Science
Southeast Missouri State
Cape Girardeau, MO05.2024
Business Administration -
Lincoln University of Missouri
Jefferson City, MO05.2021
Skills
- Application Security
- Oracle Database
- Server Administration
- Oracle Analytics Cloud
- Oracle Identity Analytics
- Zendesk
- Salesforce Service Cloud
- NetSuite
- Postman API
- Opsgenie
- JIRA
- ServiceNow
- Windows
- Kali Linux
- SQL
- Oracle SQL Developer
- Golden App
- Python
- JavaScript
- Testing and debugging
- Performance analysis
Certification
- Google IT Support, 04/01/24
- CompTIA ITF+, 03/01/24
Technical Education
NPower, Information Technology Fundamentals Trainee, 02/01/24, 06/30/24, Learned TCP/IP and OSI Model to diagnose and repair hardware, software, and networking issues., Navigate the Windows and Linux filesystems using a graphical user interface and command line interpreter., Set up users, groups, and permissions for account access., Install, configure, and remove software on the Windows and Linux operating systems., Configure disk partitions and filesystems., Work with system logs and remote connection tools., Manage an organization's computers and users using the directory services, Active Directory, and OpenLDAP., Implemented Kali Linux, an open-source OS, to manipulate a computer's IP and MAC address to match up with the main network., Choose and install an operating system on a computer., Understand all of the standard protocols involved with TCP/IP communications., Network services like DNS and DHCP that help make computer networks run., Understand cloud computing, everything as a service, and cloud storage.
Timeline
Associate Software Engineer
Accenture Federal Services
09.2024 - Current
Payments Hardware Support Specialist
Fullsteam
06.2023 - 09.2024
Customer Success Representative (Seasonal)
Great Minds
05.2023 - 10.2023
Client Support Representative (Contract)
Revel Systems
05.2022 - 03.2023
B.S. - Computer Science
Fort Hays State
B.S. - Computer Science
Southeast Missouri State
Business Administration -
Lincoln University of Missouri
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