Panya Ou Résumé
Experience

Roles that taught me how to ship reliably.

Three years across technical support, customer-facing engineering, and teaching — the through-line is shipping clear, documented systems for real people, under pressure.

  1. 2025 — Present Stockton, CA

    Programmer/Analyst

    San Joaquin Delta College
    • Built an AI assistant inside Microsoft Teams — powered by AWS Bedrock and n8n — that lets campus staff trigger backend operations through natural conversation, with Lambda-based routing, structured JSON decisions, and confirm-before-invoke safeguards on destructive actions.
    • Prototyped a natural-language query agent for PeopleSoft (Text-to-SQL on Bedrock + Lambda) with effective-dated row handling, giving non-technical staff direct access to HR and payroll data without writing SQL.
    • Built automation programs for Payroll and Fiscal Services that replaced hours of recurring manual work — including an in-house STRS payroll application that generates county-ready files from database exports, BioDemoSync for scheduled employee data syncs, and Canvas Ghost Recon for cross-system enrollment reconciliation.
    • Modernized legacy infrastructure by migrating an aging VisualWorks Smalltalk + FileMaker stack onto a serverless AWS architecture (Lambda, API Gateway, DynamoDB, Cognito, Amplify) with Okta SSO and role-based access control.
    AI / AWS Bedrockn8nAWS LambdaPeopleSoftTyler MunisCanvas LMSOktaPython
  2. Jan 2024 — Jun 2025 Lathrop, CA

    IT Technical Support Specialist

    Crosslink Professional Tax Services
    • Resolved software installation, network, database, and operational issues for tax professionals under tight filing-season deadlines.
    • Tracked and triaged support requests through Jira and proprietary database tooling — documenting every resolution for future reference.
    • Handled sensitive client data with strict confidentiality and protection practices.
    • Monitored support trends to surface recurring issues and prioritize high-impact incidents.
    JiraDatabasesNetworkingIncident MgmtDocumentation
  3. Sep 2023 — Jan 2024 Tracy, CA

    Coding Instructor

    Code With Us
    • Taught programming fundamentals to students in grades 1–8, adapting between Scratch and Python based on each student's skill level.
    • Designed lessons around problem-solving, logical reasoning, and real-world programming intuition — not syntax memorization.
    • Built an inclusive, engaging classroom for first-time programmers.
    PythonScratchCurriculumMentorship
  4. Jun 2022 — Sep 2023 Sacramento, CA

    Support Engineer

    Verizon
    • Supported 100+ client interactions per month while maintaining technical depth across 5G, routers, modems, and connectivity.
    • Achieved 95% customer satisfaction and 90% first-call resolution; reduced average issue resolution time to ~15 minutes.
    • Trained and mentored 10 new hires, improving overall team performance and shortening onboarding.
    • Simplified networking and 5G concepts for both customers and colleagues — a skill that's paid off everywhere since.
    5G / NetworkingTroubleshootingMentoringCustomer Comms
Earlier Additional experience ↓

Sales Account Manager

Managed client relationships and developed strategies to meet sales targets.

Classroom Installer

Installation services for educational institutions — attention to detail and project coordination.

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