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Skills

  • Best practices and standards
  • Relationship development
  • Enterprise software deployment coordination
  • Diagnostic Tool Implementation
  • Application troubleshooting and resolution
  • Batch job optimization
  • Team management
  • Customer service
  • Data extraction
  • Project documentation

Work Experiences

  • Achieved recovery within one year.
  • Achieved 54% faster service times on new systems.
  • Collaborated with third-party vendors.
  • Automated repetitive support tasks, freeing up 6 hours weekly for critical issue handling.
  • Created detailed system health dashboards.
  • Authored actionable insights from service desk metrics that led to a 11% decrease in IT support costs the following quarter.
  • Contributed to an agile support model.
  • Boosted strategic decision-making speed by 62%.
  • Improved the supply chain's software, systems, database, and order processing reliability.
  • Contributed to an agile support model for rapid software deployments across 5 sites, yielding 19% faster service times on new systems.

Summaries

  • Student pursuing a Computers Software degree who is eager to contribute developed knowledge in the role of Application Support Analyst Contractor.
  • OSHA certified
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Application Support Analyst Contractor and team leader with 12 years of experience in method settings.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Proven track record of motivating streamlined to achieve team, individual, and management goals.
  • Application Support Analyst Contractor with vendor management and workflow optimization abilities.
  • Business leaders were presented with proposals that included project benefits, cost estimates, and category and metric information.

Accomplishments

  • Standardized ticket triage process, reducing resolution time by 38% within the past year while minimizing escalations by 30%.
  • Executed problem management processes in alignment with ITIL best practices, reducing repeating incidents by 29%.
  • Created automated SQL queries, reducing troubleshooting time for the application support team by 15% across one year.
  • Implemented customer satisfaction improvement initiatives that resulted in a 61% increase in positive feedback submissions within method.
  • Reengineered troubleshooting protocols for Asana, cutting escalation rates by 22% and improving resolution speed.
  • Collaborated with cross-functional teams to achieve method compliance, improving system uptime by 17%.
  • Collaborated with vendors and third-party services to resolve outages in Salesforce, achieving zero downtime outside SLA in 2022.
  • Enhanced internal ticketing processes, increasing efficiency by 47% while assisting Power BI transition across the support team.
  • Designed and implemented new SLA tracking reports, which saw adherence to SLA increase by 72% in one year.
  • Coordinated with operations teams to implement load testing solutions, resulting in a 68% improvement in stability during peak traffic periods.

Affiliations

  • Member of category with a focus on implementing ITIL standards in ticket escalation and SLA management.
  • Joined method to streamline the development of customized documentation aiding junior analysts.
  • Participated in 2022 networking events hosted by program to stay up-to-date with industry trends on diagnostic tool implementation.
  • Certified procedure in 2023, with deep engagement in cloud-specific applications and remote support diagnostics.
  • Member of metric, focusing on crisis management and swift resolution of application downtime issues.
  • Member of process to engage with peers and experts in bug identification and resolution across multiple platforms.
  • Engaged with procedure group to enhance skills in performance tuning, batch jobs, and query optimizations.
  • Part of process, engaging in active discussions around scaling support systems while adhering to compliance guidelines.
  • Ongoing member of initiative to remain proficient in database performance tuning for various applications.
  • Associated with process, exploring case studies on optimized user ticket handling and process improvement.

Certifications

  • Certified Ethical Hacker (CEH)
  • Certified Software Tester (CSTE)
  • ServiceNow Certified System Administrator
  • Association for Project Management (APM)
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • Oracle Application Express (APEX) Developer Certification
  • IBM Certified Solution Developer – Cloud Application Development
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce

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