Luke Jodice

Software Engineer

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Professional Experience

My journey and professional growth through various roles

Technical Support Representative

Quickbase•December 2023 - Current
Troubleshooting • Documentation • Splunk
  • Consistently resolved 200+ technical cases/month (top 3 rep on team for 10+ consecutive months) via phone, email, and chat—troubleshooting workflows, integrations, and user permissions with an 80%+ first-contact resolution rate.
  • Achieved 90%+ CSAT by resolving complex platform issues (formula errors, API integrations, data management) with accurate, timely solutions.
  • Reduced diagnostic time by 50%+ by leveraging Splunk log analysis to pinpoint root causes of system errors, API failures, and performance bottlenecks.
  • Minimized customer downtime during releases by staying ahead of product updates and trends, enabling proactive support and training.
  • Documented and tracked customer interactions, problems, and resolutions in the support system to improve knowledge base accuracy.
  • Collaborated with cross-functional teams to escalate and resolve critical technical issues efficiently.

Freelance Software Developer

JodiceSolutions, Remote•May 2023 - October 2023
Web Development • Scripting • Documentation • Client Communication
  • Designed and developed user-friendly websites and software applications utilizing HTML, CSS, JavaScript, Typescript, and React.
  • Employed Bash and Python scripting to implement automated solutions for administrative processes.

Impact and Learning Fellow

YouthBuild USA, Roxbury, MA•September 2022 - December 2022
Data Lifecycle Management • Documentation
  • Created a report template using Excel for affiliate programs.
  • Supported the development of a standard Customer Feedback survey using Qualtrics.
  • Developed summary reports of survey responses.

COO/Co-Founder

Sello.inc, Dennis, MA•January 2022 - October 2022
Software Development • Documentation • Communication • Reporting
  • Spearheaded and oversaw all company operations.
  • Communicated with the CEO for informed decision-making.
  • Led Scrum meetings and developed the frontend of the application using React Native.

Frontend Developer

Jenzabar.inc, Boston, MA•June 2021 - July 2021
Website Programming • Data Coalessence
  • Constructed portlets for Endicott College's higher-education management software.
  • Developed a webpage using HTML/CSS/JavaScript to display graduation requirements.

IT Intern

Monomoy Regional High School, Harwich, MA•January 2020
Hardware Repair • Software Troubleshooting
  • Maintained functioning devices for both students and faculty.
  • Repaired computers and addressed technical issues.