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Skills

  • IT service management certification (CPA)
  • Problem resolution
  • After-hours support management
  • Application security protocols
  • 24/7 technical support leadership
  • Incident root cause analysis
  • Administrative support
  • Application monitoring tools (metric)
  • First Call Resolution Optimization
  • Actionable metrics analysis

Work Experiences

  • Automated recurring support tasks using process.
  • Power BI was delivered to customer locations by me.
  • Kept my process knowledge up to date by doing client relations and quality assurance.
  • Working with team members and customers to find workable solutions improved operations.
  • Collaborated with DevOps teams to automate deployments, minimizing manual intervention and reducing release issues by 81%.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Applied system to diagnose root cause of system outages within 9 minutes, reducing incident impact by 33%.
  • Devised strategies to reduce energy consumption by repurposing current electronics designs.
  • Saved money by developing functional solutions to program problems.

Summaries

  • Strategic thinker with expertise in vendor management.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Scrum Master certified
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Communicative and team-oriented, with SAP expertise.
  • Adept at mentoring junior engineers, achieving 69% reduction in average ticket resolution times over 2018 and fostering a culture of continuous improvement.
  • Proven track record of motivating coordinated to achieve team, individual, and management goals.
  • Knowledge of Salesforce in depth, as well as budget management and cross-functional collaboration abilities.
  • Achieved a 80% improvement in customer satisfaction scores.
  • Achieved a 75% efficiency boost.

Accomplishments

  • Automated regular health checks and performance monitoring, saving approximately 8 hours of manual effort per week.
  • Contributed to a 47% reduction in page load time by optimizing front-end application architecture and eliminating redundant code.
  • Deployed a new feature flagging system, allowing the business to release features incrementally and reducing incident frequency by 65% during rollout phases.
  • Trained 15 junior engineers on incident management processes, improving their ability to resolve issues independently by 27%.
  • Reduced infrastructure costs by 57% through optimized cloud resource management while maintaining application performance KPIs.
  • Enhanced API response times through query optimizations, resulting in a 82% boost in performance and user satisfaction.
  • Enhanced logging and monitoring capabilities with ServiceNow, facilitating faster identification of root cause during incidents and reducing diagnostic time by 17% mins.
  • Conducted in-depth root cause analysis for critical incidents, resolving framework and decreasing incident severity rate by 65% over 18 months.
  • Supported the launch of framework, diagnosing real-time performance issues and resolving critical bugs within 6 months, contributing to a successful go-live.
  • Decreased the average support ticket resolution time from 9 hours to 7 hours by reworking ticket prioritization workflows.

Affiliations

  • Contributor, Site Reliability Engineering (SRE) Best Practices Forum | initiative
  • Active Member, Red Hat Developer Network | metric
  • Member, Distributed Networking Summit | 2017 | Portland
  • Speaker, DevOpsDays Conference | 2019 | Denver
  • Fellow, Cloud Native Security Foundation Fellowship Program | initiative
  • Attendee, IT Service Management Forum (itSMF) Conferences | procedure
  • Member, High Availability and Data Recovery Consortium | process
  • Speaker, Gartner IT Symposium/Xpo | 2024 | Austin
  • Member, Association of Support Professionals (ASP) system
  • Participant, Azure Cloud Practitioners Meetup | initiative | Atlanta

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • ITIL Foundation Certification in IT Service Management
  • Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • Certified DevOps Engineer – Professional – AWS
  • ServSafe
  • SQL (Advanced) Certification from Brightline
  • Salesforce

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