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Skills

  • Business Impact Assessment
  • Team building
  • Application support
  • ITSM platform configuration
  • Root cause analysis
  • Cross-functional collaboration
  • Relationship development
  • Client-facing presentations
  • Customer onboarding
  • Supervision

Work Experiences

  • Analyzed complex SQL queries.
  • Conducted performance tuning for Workday.
  • Collaborated with the finance.
  • Achieved a 84% improvement in service delivery.
  • Achieved a 17% drop in support requests.
  • Achieved a 55% reduction of major incidents across systems.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 13 new accounts.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved high satisfaction ratings across Chicago.
  • Achieved less than 22% downtime for clients.

Summaries

  • Adept at redesigning technical workflows.
  • Within Computers Software, senior Application Support Consultant and outstanding performer in strategic planning and client relations.
  • Achieved a 19% decrease in customer wait times.
  • Achieved top results for end-users.
  • Achieved results within the first 13 months of using Adobe Creative Suite.
  • Effectively troubleshoots and resolves issues on its own.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • Application Support Consultant with 17 years of successful project management and data analysis experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Permissions, filters, and file sharing are all skills she possesses.

Accomplishments

  • Analyzed customer usage reports and provided tailored improvement recommendations, reducing escalations by 27% in 6 months.
  • Aids in developing and maintaining KPI tracking dashboards, improving service performance transparency by 84%.
  • Successfully migrated legacy support systems to initiative, decreasing system-related disruptions by 22%.
  • Increased uptime of critical business applications by proactively applying patches and updates using SAP.
  • Identified and escalated critical system vulnerabilities, ensuring compliance with initiative post-implementation audit.
  • Onboarded applications onto updated monitoring platforms, leading to a 69% increase in problem detection accuracy.
  • Reviewed and fine-tuned monitoring alerts, reducing false positives by 19% and freeing up support resources.
  • Developed automation scripts in Microsoft Excel to streamline repetitive support tasks, reducing manual effort by 48% hours weekly.
  • Contributed to cross-functional initiatives aimed at reducing system downtimes, which led to a 47% increase in sustained service uptime.
  • Implemented real-time monitoring tools for Salesforce, reducing response time to major incidents by 85% in 2017.

Affiliations

  • Citrix Certified Associate - Virtualization (CCA-V) - Enhanced application troubleshooting in virtualized environments through certification.
  • Society of Women Engineers
  • CompTIA A+ Certification - Demonstrated proficiency in hardware and software troubleshooting for desktop and mobile devices.
  • Project Management Institute
  • Certified Ethical Hacker (CEH) - Focused on identifying and troubleshooting application vulnerabilities to provide better security support.
  • Association for Supply Chain Management (APICS)
  • Agile Alliance - Regularly attended workshops covering agile methodologies to better serve cross-functional teams.
  • Oracle Certified Associate (OCA) - Participated in courses on database management systems, enhancing troubleshooting capabilities.
  • International Association of Computer Science and Information Technology (IACSIT) - Engaged with global experts on the latest in application management.
  • American Marketing Association

Certifications

  • Certified ScrumMaster (CSM)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Azure Administrator Associate
  • Certified Kubernetes Administrator (CKA)
  • CompTIA Network+
  • Professional Scrum Master (PSM I)
  • Project Management Professional (PMP)
  • ServSafe
  • Oracle Certified Professional, Java SE 11 Developer
  • Amazon Web Services (AWS) Certified Solutions Architect

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