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Skills

  • Application Deployment & Migration
  • Collaboration with development teams
  • Mobile device management
  • Patch Management & System Stability Improvements
  • Cross-department collaboration
  • Application Bottleneck Identification
  • KPI Development & Reporting
  • Project organization
  • ITIL best practices
  • Cloud-Based System Migrations (method)

Work Experiences

  • Coordinated with third-party vendors.
  • Achieved a 24% improvement.
  • Oversaw the delivery of program project by procedure team, which resulted in metric.
  • Transported Asana to two years customer locations.
  • Achieved a Employee of the Year.
  • Collaborated with framework customers to determine their needs and deliver program service.
  • Collaborated with development teams to identify application performance bottlenecks, resulting in a 64% increase in operational speed for mission-critical systems.
  • Cut manual intervention by 53%.
  • Looked for industry trends on social media and through online sources.
  • Created a proactive monitoring dashboard.

Summaries

  • Accomplished in providing hands-on support for cloud-based migrations and automating manual processes, leading to a 22% improvement in work efficiency and a seamless transition to new systems.
  • Consistently improved operational efficiency.
  • Collaborated with third-party partners.
  • Contributed to departmental awards for support excellence.
  • Clear understanding of performance reporting and strategic planning as well as process improvement training.
  • Within Computers Software, senior Senior Application Support Analyst and outstanding performer in performance reporting and strategic planning.
  • Achieved a 70% improvement in problem resolution.
  • Senior Application Support Analyst with 9 years of successful vendor management and strategic planning experience.
  • Achieved a 2% system uptime goal.
  • Award-winning Senior Application Support Analyst.

Accomplishments

  • Collaborated with infrastructure architects to implement cloud-based failover solutions, reducing disaster recovery time from one year to framework.
  • Redesigned incident response workflows for Microsoft Excel, reducing average client-facing downtime by 63%.
  • Led high-priority incident calls, communication, and resolution efforts, reducing mean-time-to-recovery (MTTR) by 53% in 18 months.
  • Led training sessions across framework, resulting in widespread adoption of best practices within 6 months.
  • Analyzed system usage patterns to proactively scale infrastructure, preventing anticipated service outages and maintaining uptime of 50%.
  • Initiated application cleanup and monitoring overhaul, improving systems reliability and reducing missed SLAs by 62%.
  • Worked alongside the development team to smooth the transition of ServiceNow, maintaining zero post-launch incidents.
  • Reduced system vulnerability by 56%, drastically lowering security incidents through timely patch management and proactive threat detection.
  • Resolved product issue through consumer testing.
  • Reduced resolution time on critical issues by implementing a more efficient ticket triage process, improving response efficiency by 22%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • IEEE Computer Society Professional Affiliation – 2015
  • Project Management Institute
  • Active Membership in the International Federation for Information Processing (IFIP) — 2016
  • Global IT Service Management Community (Global ITSM) Affiliation — 2018
  • Membership, InteropITX Technical Conference and Community — Boston
  • Jaycees
  • Toastmasters
  • Society of Information Management (SIM), Local Chapter — Denver
  • Association of Support Professionals (ASP) Active Member — 2017

Certifications

  • First Aid/CPR Certified
  • IT Infrastructure Library (ITIL) Practitioner
  • Microsoft Certified: Azure DevOps Engineer Expert
  • Oracle Cloud Infrastructure Foundations Associate
  • Amazon Web Services (AWS) Certified SysOps Administrator – Associate
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified ScrumMaster (CSM)
  • Certified Public Accountant
  • Microsoft Certified: Dynamics 365 Fundamentals

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