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Skills

  • Web development tools
  • TSO
  • Java
  • Information Systems Integrity
  • Process improvement
  • Requirements analysis
  • Web/Database Servers
  • Best practices and methodologies
  • Burroughs
  • TOS

Work Experiences

  • Responded to customer support requests using specialized ticketing platforms such as Adobe Creative Suite and Power BI.
  • Created flow charts and diagrams to ensure that the production team met client deadlines.
  • Created Sharepoint masterpages and page layouts, as well as acting as the company's primary Sharepoint support for all technical issues.
  • Advised management on network security standards.
  • Oversaw the progress of projects from production to post production, organizing and creating shooting schedules for the graphic design team.
  • Went over performance benchmarks and came up with metrics to track in the future.
  • Provided ongoing maintenance and development of bug fixes and patch sets for existing web applications.
  • Achieved $15 yearly cost savings.
  • Used troubleshooting to fix problems with systems and programs.
  • Was in charge of supervising and directing six technical direct reports on network activities.

Summaries

  • Focused and determined, with the ability to mentor and lead talented teams.
  • Effective, team-oriented professional with 11 years of software development experience in the hospitality and travel industries.
  • 11 years of experience as a well-educated and qualified Software Developer.
  • Framework Research Associate with a passion for adding to the Computers Software knowledge base.
  • Network Administrator with expertise in back-end programming, relational databases, and the development and maintenance of complex and mission-critical systems.
  • Innovative
  • Computer systems analyst with a broad range of experience in banking, healthcare, insurance, and government.
  • Professional software project manager with 14 years of experience in the Computers Software.
  • Organized Systems Analyst with 7 years of experience assessing, reconstructing, and advancing computer systems.
  • Bilingual and highly collaborative.

Accomplishments

  • Installation: Installed appropriate security patches to dissolve security vulnerabilities.
  • Quality Control: Proofread and edited all presentation materials prior to send-off to ensure accurate reporting of company data.
  • Partnered with product managers to troubleshoot and resolve system bugs, significantly improving product stability and lowering customer complaints by 16%.
  • Developed scripts to automate ticket remediation for common problems, reducing manual intervention by 26% and freeing up 16 hours of support time.
  • Project Management: Coordinated with third-party development team on engineering and professional service activities and tasks.
  • Reduced miscommunication between support and development teams by creating standardized bug-reporting processes, increasing debugging accuracy by 34%.
  • Analysis and Development: Resolved core issues through the redesign of the broker data model, data house-holding processes and daily round-trip database synchronization. Set new standards for virtually 100% code coverage, while piloting Oracle Designer.
  • Achieved a 70% improvement in system stability through regular incident analysis and collaboration with infrastructure teams for proactive maintenance.
  • Implemented a triage system to better prioritize incidents, effectively reducing backlog tickets by 19% within 6 months.
  • Network Security: Updated network systems to support confidential company operations and eliminate hacking ability.

Affiliations

  • Attended the HDI Support World Conference 2018
  • Member of the Technology Support Career Development Council
  • National Association of Social Workers
  • Association for Computing Machinery
  • Contributor to Peer Support Online Forums for Workday
  • American Medical Informatics Association
  • American Marketing Association
  • Served as a Volunteer for category Tech Support Initiative 2017
  • Society of Women Engineers
  • Member of the Global Incident Response Network (GIRN)

Certifications

  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Cloud Professional Cloud Support Certification
  • Certified Ethical Hacker (CEH) from Cedar Works
  • Certified Software Quality Engineer (CSQE)
  • CompTIA Project+
  • Certified DevOps Engineer from Lakeside Partners
  • CCSP Network Security
  • Certified Cloud Security Professional (CCSP)

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