Ben Wallace
Employment History
LearnUpon
Enterprise Integrations Engineer
Philadelphia, PA
- Serve as single technical PoC for external clients over $100k ARR
- Serve as single internal escalation point for high value/ impact technical issues
- Test and document integrations through a multitude of platforms (Workday, Dynamics, etc)
- Lead internal support QA; create internal trainings and knowledge shares
LearnUpon
Senior Support Specialist
Philadelphia, PA
- Manage Level 2 ticket escalations from Support Representatives
- Provide technical oversight for clients on a diverse set of technologies
- SAML SSO, Salesforce, SCORM, DNS, API, SSL, etc
- Direct training and on boarding of new hires. Continued training of Support Analysts
- Building tools in Bash, Python3 and Perl; Rolling out tools for increased efficiency
LearnUpon
Support Analyst
Philadelphia, PA
- Provide industry-leading customer service to clients (NPS 60)
- Interface with clients through Email, Phone and Webinar tools
- Resolve technical issues in a timely manner and provide understandable RCA’s
Instem
Support Analyst
Conshohocken, PA
- Working with Oracle, create, test, and deploy SQL queries and scripts
- Provider Tier 1 support to clients and manage escalations
- Create data change requests in accordance with QA policies and FDA regulations
Insomnia Cookies
Technology Manager
Newtown Square, PA
- Work in a fast paced environment to facilitate openings of store (25 => 95 over 3.5 years)
- Oversee all aspects of the Brand’s technology - internal IT, system admin, front end, etc
- Manage staffing for Loss Prevention, Development and IT departments
- Serve as Technical Liasion for Senior Executive Board
Projects
Personal, Homelab
System Administration
Setup and maintain a cluster of servers that utilize a wide range of technologies - docker, git, ssh, OpenVPN, dns, dhcp. Built a fully functional home router on top of Arch Linux. Utilize InfuxDB and Grafana to track metrics. Build and maintain home automation server
Personal, Resume Page
Web Development
Utilizing primarily React.js, Gatsby, Prismic, GraphQL, styled-components - built an optimized webpage that could be updated based on CMS hooks. Also handled the DNS and hosting in order to provide maximum uptime.
Insomnia Cookies
App Development
- Managed a team of 5 programmers and oversaw development of an iOS/ Android app that a baseline increase of 17% revenue YoY
- Managed the development of an app for delivery drivers that gave clients delivery status updates. Internally, this helped bring average delivery times down by 11% to under 20 minutes per delivery.
PADA
Data Team Chair
Served as chair of a committee that sought to utilize organization data to drive Board decisions. Worked with Postgres, Heroku, Survey Monkey and Tableau to gather, assemble, parse and present data.