Hi, I'm Maxim Kleyer

Manage technical support tickets in ServiceNow for FDNY network infrastructure, triaging issues by business impact and applying systematic root cause analysis. Analyze application logs and system state in real time via remote access tooling to identify and resolve software, hardware, and network connectivity issues across distributed endpoints. Serve as primary client contact during incidents, translating technical root causes into clear status updates for non-technical stakeholders.

Built and maintained automated testing pipelines using Selenium WebDriver and Cucumber, ensuring production readiness through systematic validation across environments. Developed Python and Bash scripts to automate repetitive QA tasks, reducing manual testing overhead and improving deployment confidence. Collaborated with development teams to troubleshoot build failures and environment issues, documenting solutions in runbooks for future reference.

Developed a Python-based data processing pipeline using Llama-Index for real-time calculations, optimizing system performance and accuracy.