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Skills

  • DevOps principles
  • Customer requirement prioritization
  • Presentation and facilitation
  • New employee mentoring
  • CISCO router management
  • IP Forwarding proficient
  • Marketing
  • Project management
  • Online conferencing
  • Operational improvement

Work Experiences

  • Suggested technical feasibility solutions for new functional designs and options for improving technical object performance.
  • Acted as a liaison between users and developers, providing enhancements that led to a 72% increase in application usability.
  • In charge of firewall, network monitoring, and server monitoring on-site and off-site.
  • Improved my Adobe Creative Suite and Salesforce skills in order to prepare and present technical reports and provide effective support to cross-functional teams.
  • Implemented company policies, technical procedures, and standards for data, report, and access integrity and security.
  • Taught junior members of the IT team about network security and data circuit troubleshooting.
  • Coordinated with system partners to finalize designs and confirm requirements.
  • Reorganized the office and improved inter-departmental communication and data sharing.
  • Communicated technical development stages and provided design support to businesses and other stakeholders, enlisting their help in order to complete projects on time.
  • Used a pipe and filter model to locate bottlenecks and to enable measurement of system resource usage and process behavior at all operations' boundary limits.

Summaries

  • Bilingual software project manager with a strong work ethic.
  • Supporting a wide range of desktop and mobile applications is a strong suit.
  • Articulate
  • Strategic Application Support Engineer with 3 years of experience troubleshooting and resolving application and performance issues.
  • Experienced Application Support Engineer with over 17 years in helpdesk operations, network maintenance, and mobile device support.
  • Deadline-driven
  • 6 years of experience as a well-educated and qualified Software Developer.
  • Looking for ways to improve various software packages.
  • IT educator with a track record of creating effective training materials.
  • Dependable

Accomplishments

  • Automated daily system health checks, reducing manual intervention by 10 hours/week while minimizing the risk of system failures.
  • Designed a training program for new team members on application troubleshooting, reducing onboarding time by 38% weeks.
  • Category Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.
  • Method Injected IT architectural governance strategy into full project lifecycle through well-defined engagement points for infrastructure team, guidance, facilitation, contribution, impact assessments, and alignment reviews.
  • Product Development: Worked on scalability and optimization of production environment.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking ability.
  • Drove root cause analysis for 9 escalated tickets, contributing to Employee of the Year for service excellence in 2023.
  • Spearheaded process improvements that reduced mean time to resolution (MTTR) for customer-reported issues by 76%, driving higher CSAT scores.
  • Developed an incident management framework that decreased average resolution time by 23% within 2022, enhancing customer satisfaction.
  • Authored and maintained comprehensive user guides, improving application onboarding and reducing user-generated tickets by 70%.

Affiliations

  • Member of Association for Computing Machinery (ACM) since 2015
  • Served as a mentor in Python and SQL-focused peer groups via TechLabs
  • Member of the Zendesk User Group, focusing on customer support automation improvements
  • Engaged in forums by Global IT Experts Coalition for knowledge sharing and skill enhancement
  • Volunteer for standard's IT Support Meetup network
  • Association of Information Technology Professionals
  • Engaged in post-event analysis with the Crisis Management & Incident Response Network
  • IEEE Computer Society membership starting from 2023
  • Volunteered for local chapters of Openstack User Group to advance cloud skills
  • Jaycees

Certifications

  • Project Management Professional (PMP)
  • Certified Master Trainer
  • Amazon Web Services Certified Developer
  • ServSafe
  • Certified Kubernetes Administrator (CKA)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • CompTIA Network+ Certification
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • CompTIA A+ Certification

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