Kevin D. Bergman

About Me

Hello, I'm Kevin, a professional in the Technology industry and I'm looking for a new opportunity!

Personal Adventures (Friends & Family)

School

Southern Oregon University

• Completed 6 consequtive terms of Japanese Language at the top of my class, extending from my four years in high school.
• Earned a place on the dean's list three times during my enrollment.

Oregon State University

I graduated from OSU in 2016 with a Bachelor of Science in Computer Science, and achieved the following accomplishments:

• Teaching Assistant: Graded C++ homework and exams, wrote documentation, hosted help sessions. (4 years)
• Student iOS Developer: Developed an iPad app to support a College of Health grant project using Swift and Storyboards. (6 months)
• Senior Capstone: Led team in creating a GIS-type program for Google Glass (Java, OpenGL, Android SDK) featuring photo capture with voice annotation. (one academic year)
• Hackathon: Won 1st place with team at a Google-hosted hackathon with a Couch Surfing app for Android and iOS using a shared backend.
• Crawlvallis: Before graduation, I developed and released an Android app on the Play Store, focusing on Happy Hours and special filters in Corvallis, Oregon. (circa 2016. photos)

Implementation Consultant, Technical Lead

Fast Enterprises

My professional career started with Fast Enterprises, who offers Consumer-Off-The-Shelf (COTS) products for Government needs. I worked on three projects:

• New Mexico Taxation and Revenue Department as an Implementation Consultant. Responsibilities included:
• Onboarding training, customizing solutions using proprietary tools, and occasional HTML/CSS customizations.
• Illinois Department of Revenue as a junior member of the Technical Team. Responsibilities included:
• Learned the Technical Team's specific tools and environments.
• Learned how the project's data is structured and used (MS SQL Server) with the application (C# .Net.)
• Performed projects requested from my lead, such as restructuring or reindexing data, implementing new features from core service updates, etc.
• Attended national and international conferences and trainings.
• Michigan Department of Treasury (Special Taxes) as the Technical Lead. Responsibilities included:
• Led full implementation and roll-out of new multi-million dollar project.
• Organized and led regular collaborative meetings with client's tech and policy teams.
• Served 20 person team as data, application, & environment manager.
• Deployed, secured, and load balanced all Production services.
• Windows stack projects: C#, .NET, SQL Server, Windows Server.
• Scheduled data backups, created retention & disaster recovery policy.

Senior IT Operations Engineer

TVG / FanDuel Group

Leadership role in aging and under-utilized Operations department, turned successful business-analyst role to modernize and improve stakeholder benefit. Delivered notable improvements in every aspect of the department including service reliability, process automation, incident response, staff training, hardware maintenance, and more.

• Saved $200K/year labor cost by automating primary & secondary operations, streamlining incident response, and overhauling all communications and documentation.
• Saved $1M/year by stabilizing and monitoring formerly volatile services during peak wagering events.
• Reduced incident TTR by 80%.
• Built 200+ dashboards, queries, alerts in Sumo Logic & DataDog.
• Slack Admin: Organized 200+ channels, built 30+ workflows.
• Mended broken relationships and mentored existing team.

Technical Support Engineer (Tier 2)

Salesforce

I was invited to join Salesforce's Digital Engagement team in 2021, and found myself pleased to learn their ecosystem. We worked heavily in Embedded Services, LiveAgent Chat, Einstein Bots, Flows, Apex, SMS/Longcode messaging, Facebook Messaging integration, Whatsapp Messaging, and more.

Professional Technical Support Engineering role delivering exceptional service, expertise, and trust for enterprise customers in globally operated, fast-paced, high-tech environments. Adept at managing multi-channel inquiries, analyzing complex issues, and fostering collaboration to exceed strict SLA/SLO expectations.

• Provided continuous contact through phone and virtual meetings.
• Conducted precise investigations utilizing Splunk & Kibana SIEM tools.
• All notes and updates documented; Wrote investigations & bug reports.
• Engaged in team swarming process for assistance and collaboration.
• Prioritized critical issues and coordinated global handovers.
• Maintained consistent top-tier KPIs as team and individual.
• Debugged Apex (Java), Javascript, SQL, API endpoints, an Android app.
• Diligently completed Salesforce Certifications and learning modules.

Technical Support Engineer

Carbon Robotics

Currently working as a Technical Support Engineer at Carbon Robotics, focusing on agricultural technology solutions. Responsibilities include providing technical support for autonomous farming equipment, troubleshooting hardware and software issues, and collaborating with engineering teams to improve product reliability.

• Provide technical support for autonomous farming robots and laser weeding systems.
• Troubleshoot hardware and software issues in field environments.
• Collaborate with engineering teams to identify and resolve product issues.
• Document support cases and contribute to knowledge base development.