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Skills

  • Procedure equipment
  • First Aid/CPR
  • Project organization
  • Technical documents comprehension
  • Problem resolution
  • Cross-functional team leadership
  • Customer service expert
  • Customer outcomes optimization
  • Supervision
  • Automated Monitoring Systems

Work Experiences

  • Achieved deliveries framework ahead of schedule.
  • Achieved a 65% improvement in overall project efficiency.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Acted as the primary point of contact between technical teams and business stakeholders, improving project expectations alignment and achieving deliveries framework ahead of schedule.
  • Achieved a 69% first-call resolution rate.
  • Achieved zero catastrophic failures in production.
  • Achieved a 59% decrease in customer-reported issues.
  • Brought technical operations in-house.
  • Collaborated with QA teams to implement thorough testing processes that spotted and resolved 11 critical issues before go-live.
  • Achieved zero defects post-deployment.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Within Computers Software, senior Onsite Technical Lead and outstanding performer in performance reporting and team leadership.
  • Onsite Technical Lead with 8 years of successful data analysis and project management experience.
  • Workday expert and Microsoft Excel user.
  • Achieved 80% process optimization.
  • Adaptable and strategic thinker.
  • Effectively troubleshoots and resolves issues on its own.
  • Accelerated incident resolution times.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Implemented real-time monitoring dashboards using QuickBooks, reducing technical fault detection time by 85%. This resulted in early issue identification and resolution.
  • Produced actionable reports on system performance, helping reduce inefficiencies by 66%. Achieved this using Workday.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Established best-practice protocols for live troubleshooting of system failures, cutting resolution times by 64%.
  • Decreased system failures by 61% through advanced diagnostics and preemptive server patching.
  • Developed and maintained a collaborative communication framework within teams and stakeholders, consistently securing a top-tier user feedback score of procedure.
  • Advanced the integration of Adobe Creative Suite, leading the team to safeguard against potential downtime during the past year.
  • Collaborated with team of 6 in the development of standard.
  • Utilized Salesforce to enhance system diagnostics, decreasing troubleshooting time by 74%.
  • Devised a strategy for faster deployment of critical patches across 5 locations, improving system security by 38%.

Affiliations

  • Freemason
  • Scrum Alliance – Certified ScrumMaster (CSM) holder since 2020
  • International Association of Administrative Professionals
  • Lean Six Sigma Green Belt – Process optimization expertise
  • Amazon Web Services Certified Solutions Architect – Professional
  • Association for Computing Machinery (ACM) Member
  • American Medical Informatics Association
  • Data Science Association (DSA) – Practical Data Application in Cloud Implementations
  • International Association of Software Architects (IASA)
  • Association for Computing Machinery

Certifications

  • Certified Kubernetes Administrator (CKA)
  • Scrum Alliance Certified Enterprise Coach (CEC)
  • CompTIA Cloud+
  • Microsoft Certified: DevOps Engineer Expert
  • Microsoft Certified: Azure Solutions Architect Expert
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • Certified Information Security Manager (CISM)
  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)

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