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Skills

  • Capacity planning and scaling
  • Project organization
  • First Aid/CPR
  • Operational improvement
  • Team Leadership
  • Backup strategy design and implementation
  • Cloud Infrastructure Management
  • Incident Response Management
  • Program installations
  • Organization

Work Experiences

  • Coordinated detailed after-action reporting for major incidents, ensuring 33% lessons were integrated into future response plans.
  • Achieved Innovation Award for exemplary performance.
  • Coordinated after-action reporting for major incidents.
  • Achieved 10 days of zero breaches.
  • Achieved recovery within critical timeframes.
  • Addressed recurring incidents.
  • Collaborated with outsourced teams.
  • Collaborated with software vendors to improve troubleshooting tools, reducing escalated issues by 25% post-deployment.
  • Achieved Innovation Award for operational excellence.
  • Achieved a 82% reduction in support ticket backlog.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Achieved 60% improvement in resolution time.
  • Achieved results by 2021.
  • Aligned support functions with business goals.
  • Achieved a 32% decrease in escalated issues post-deployment.
  • Achieved a significant 55% cost reduction.
  • Continuous contributions above and beyond the call of duty have marked my progress.
  • Achieved a 22% improvement in task efficiency.
  • Addressed system performance bottlenecks.
  • Adept at aligning technology goals with business objectives, focusing on increasing cross-team collaboration and reducing response times by two years.

Accomplishments

  • Notably improved team performance with a 60% reduction in escalations and a 53% improvement in first-time resolution rates.
  • Documented and resolved category which led to process.
  • Coordinated cross-functional team meetings to identify performance bottlenecks, achieving a 21% improvement in system uptime.
  • Led the migration of critical systems to standard, improving overall system performance and reducing operational costs by 55%.
  • Created KPI dashboards for leadership, enabling data-driven decision making that improved customer satisfaction metrics by 64%.
  • Coordinated disaster recovery drills and tabletop exercises, which enhanced the company's recovery time by 8 hours during critical outages.
  • Designed and implemented new standard operating procedures for technical support, cutting ticket resolution times by 11 minutes.
  • Led root cause investigations post-major system failures, addressing 16 critical weaknesses and implementing long-term fixes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led detailed post-incident reviews, integrating 6 lessons learned into future plans and improving incident response time by 50%.

Affiliations

  • International Council of Nurses
  • Certified Information Systems Security Professional (CISSP) holder
  • Member of the Service Desk Institute (SDI)
  • Jaycees
  • TechNet Professional User and Contributor
  • Association for Supply Chain Management (APICS)
  • Freemason
  • Toastmasters
  • Society of Human Resource Management (SHRM) - Affiliate IT and Systems Support
  • Lions Club

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • Google Professional Cloud Architect
  • Certified Software Asset Manager (CSAM)
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Cloud Security Professional (CCSP)
  • ServiceNow Certified System Administrator
  • ITIL® v4 Foundation Certification
  • Certified Problem and Incident Manager (CPIM)

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