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Skills

  • Incident Management
  • Software integration
  • System Health Monitoring
  • Project management with technical focus
  • Technical documentation creation
  • IT-business liaison
  • Reducing incident escalations
  • System testing and debugging
  • Cross-functional team collaboration
  • Security Protocol Monitoring

Work Experiences

  • Reduced project turnaround time by [Percentage]%.
  • Collaborated with cross-functional teams.
  • Performed root cause analysis on technical issues.
  • Tested new features and releases.
  • Achieved annual cost savings of $[Amount].
  • Drove the adoption of agile methodologies.
  • Mitigated potential outages in advance.
  • Proactively identified bottlenecks in [Type] processes.
  • Collaborated with the QA team.
  • Collaborated with cross-functional teams to resolve technical issues, reducing escalations by [Percentage]% over [Time Period].

Summaries

  • Improved operational accuracy.
  • Minimized disruptions.
  • Streamlined third-party system issue resolutions.
  • Ensured clear communication between business units and IT teams.
  • Maintained business continuity.
  • Fostered a proactive support culture.
  • Consistently met SLA timelines.
  • Deduced root causes of system issues.
  • Increased operational accuracy by [Percentage]%.
  • Experienced Associate Technical Analyst with a proven track record of providing Tier 2 support for [Product Type], consistently achieving a [Number]% resolution rate within SLA timelines.

Accomplishments

  • Managed cross-functional projects, aligning them with business priorities and reducing project completion time by [Percentage]%, staying within budget.
  • Analyzed system performance metrics, identifying inefficiencies that resulted in a [Percentage]% improvement in service response times.
  • Automated report generation in [Software], reducing time spent on manual data entry by [Percentage]%, contributing to faster decision-making.
  • Developed and maintained [System/Platform] protocols that improved data integrity and reduced processing errors by [Percentage]%.
  • Collaborated with cross-functional teams to scope, design, and test new functionalities within [Software], leading to a [Percentage]% decrease in technical issues reported by users.
  • Improved knowledge base by creating and organizing articles on technical troubleshooting, reducing repeat issues by [Percentage]%.
  • Scoped and planned technical projects in line with IT and business objectives, achieving project completion [Percentage]% ahead of schedule.
  • Reduced system downtime by [Percentage]% through proactive issue identification and partnering with cross-functional teams to implement solutions.
  • Facilitated post-incident analysis focusing on root cause identification, leading to a [Percentage]% improvement in response times for recurring issues.
  • Detected and resolved bottlenecks in the [Process], improving team output and reducing delays by [Percentage]%.

Affiliations

  • Association for Computing Machinery (ACM)
  • Project Management Institute (PMI) - Certified Associate in Project Management (CAPM)
  • CompTIA A+ Certification
  • Technology Managers Forum
  • Society for Technical Communication (STC)
  • Society of Service Innovation Professionals (SSIP)
  • DevOps Institute
  • Distributed Management Task Force (DMTF)
  • International Council on Systems Engineering (INCOSE)
  • Business Architecture Guild

Certifications

  • Amazon Web Services (AWS) Certified Solutions Architect
  • CompTIA Security+ Certification
  • Certified in Risk and Information Systems Control (CRISC)
  • ServiceNow Certified System Administrator (CSA)
  • ITIL Foundation Certification
  • VMware Certified Professional – Data Center Virtualization
  • Tableau Desktop Specialist Certification
  • Google Professional DevOps Engineer
  • Certified Associate in Project Management (CAPM)
  • Red Hat Certified System Administrator (RHCSA)

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