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Skills

  • Bookkeeping
  • Strategic planning
  • Downtime reduction strategies
  • Team management
  • Communication with Non-Technical Stakeholders
  • Process optimization
  • Cost-saving through downtime reduction
  • Data aggregation and visualization
  • Organization
  • Communications

Work Experiences

  • Achieved savings over 6 months.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Assisted in the launch of Tableau, ensuring documentation, contingency plans, and support processes were fully operational before live deployment.
  • Achieved 71% accuracy in forecasting.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Acted as the primary point of contact during major incidents.
  • Completed 6 employees' bi-weekly payroll.
  • Intervened between Production Support Specialists during arguments and diffused tense situations using performance reporting and cross-functional collaboration.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.

Summaries

  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • 12 years of experience in managing high-priority incidents.
  • Production Support Specialist with 14 years of successful vendor management and workflow optimization experience.
  • Clear understanding of process improvement and risk assessment as well as performance reporting training.
  • Production Support Specialist who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Recruiting established talent in cross-functional collaboration and client relations for Production Support Specialist.
  • Looking for a management position with a company in the Manufacturing and Production sector.
  • Highly skilled in performance reporting terminology, as well as departmental payroll, budgeting, and AP/AR activities.

Accomplishments

  • Worked with vendors to identify and resolve hardware performance issues, leading to a 5 reduction in maintenance and downtime costs.
  • Coordinated with engineering teams to deploy patches and updates with zero disruption to production environments over a 15-month period.
  • Responded to and resolved escalations from customers and internal teams, achieving a 24% satisfaction rating on issue resolution within 6 months.
  • Reduced manual load testing effort by creating automated scripts, resulting in time savings of 58% hours weekly.
  • Used trend analysis on historical data to address recurring issues, reducing incident volume by 48% over 4 months.
  • Monitored log files and system health indicators using Asana, leading to an 7 in annual support cost savings due to early issue detection.
  • Partnered with product and engineering teams to ensure new features were deployed without disruptions, maintaining 52% system uptime.
  • Spearheaded a continuous improvement project that reduced incident response times by 71%, improving overall system availability.
  • Maintained relationships with both internal stakeholders and external partners, resulting in quicker issue resolution and 23% enhanced system reliability.
  • Documented and resolved method which led to framework.

Affiliations

  • Database Management Association (DAMA) International
  • Society for Information Management (SIM)
  • Freemason
  • Oracle Certified Professional - Cloud Infrastructure
  • Cloud Native Computing Foundation (CNCF)
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • Project Management Institute
  • High Availability and Disaster Recovery Association (HADRA)
  • SANS Institute - Global Information Assurance Certification (GIAC)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Ethical Hacker (CEH)
  • Advanced Analytics Professional Certification
  • Microsoft Certified: DevOps Engineer Expert
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • CompTIA Network+ Certification
  • Cisco Certified CyberOps Associate
  • Certified Problem and Change Analyst (CPCM)
  • Certified Incident Handler (EC-Council CIH)

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