Senior Software Engineer Storytelling Example
What was the problem and what were the challenges?
When I first started at the medical center, the support structure was very compartmentalized into silos usually dictated by various departmental, budgetary, or other political landscapes. One of the major hurdles of this structure is knowing whom to contact and/or route tickets to, especially when there is an outage or other impactful event.
At the time, the “On Call” listings were scattered throughout a knowledge base in the form of excel spreadsheets. While this was usable, it was clunky and did not provide us the insight we needed.
What was produced and delivered?
I developed a custom object within the ticketing application. Since the organization is so diverse with the number of teams and support structure, a cookie cutter approach would not work so we had to develop a solution that allowed for fixed (same tiered support), shift (9 to 5 and afterhours), or a scheduled (daily/weekly/monthly) approach.
Who got value from the solution?
Not only did this custom object drastically improve the ability for the Help Desk and Outage Management to find the correct support personnel, it made it easier for the various teams to manage their On Calls, but it also allowed us to setup alerts to let teams know before their scheduled On Calls were going to expire (or remind them if they did expire). We also were able to setup reports to show how often on calls were used and where new support teams were needed.
What was your role? What did you do?
I solely developed the object.
What went wrong and how was it handled?
There were a large number of stakeholders and they each saw the need from their own individual points of view and were quite opinionated. That made it difficult to gain consensus and design a solution to meet everyone’s needs.
I used mockups and prototypes to go from abstract concepts into something tangible they could understand. This helped to clarify the requirements and it led to the right solution.
Revised Version With Storytelling
This shows a standard format where the primary bullet describes what was delivered and its benefit to the organization. There is a lot of information included – when you apply to positions you can decide to customize it down by removing some of the sub-bullets. Also, as this achievement statement gets older, you can start to age it off your resume by removing all the bullets and only keeping the primary one.
- Provided centralized access to a helpdesk knowledge base with the design and development of a highly customized ticketing app. Designed for diverse support teams and processes, substantially improving the enterprise support model.
- Replaced a compartmentalized and chaotic support structure that put the organization at risk due to inconsistent and unreliable support efforts during impactful events.
- Addressed many challenges that included vague requirements due to diverse stakeholders needs. Used Mockups and prototypes to turn abstract concepts into tangible software objects clarified requirements and led to the right solution.
- Drastically improved ability of Help Desk and Outage Management to 1) find the correct support personnel, 2) provide a measurement-based approach to understand on call usage and plan accordingly, 3) allow various teams to manage On Calls, and 4) provide notification alerts.