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Skills

  • Project organization
  • Forklift operation
  • Collaboration with developers, QA, and operations
  • Worksite safety
  • Schematics and blueprints
  • Incident management and resolution
  • Procedure equipment
  • First Aid/CPR
  • Team management
  • Power BI operation

Work Experiences

  • Developed a performance metric system for production support.
  • Conducted root cause analysis for major application issues.
  • Detected problems 15 minutes before customer impact.
  • Achieved a 70% retention rate.
  • Performed functional and quality testing on products and subassemblies, as well as troubleshooting issues with equipment, devices, and products.
  • Used hand trucks, forklifts, and scissor lifts to complete tasks and transport items.
  • Achieved a 62% reduction in customer-facing disruption.
  • Avoided potential outages.
  • Coordinated with software vendors during peak traffic times, ensuring performance stability and reducing user downtime by 12%.
  • Developed cross-training procedures.

Summaries

  • Achieved Outstanding Service Award through innovation in incident resolution.
  • Achieved minimal downtime during upgrades.
  • Bringing 12 years of related experience to the table, including basic maintenance tasks, equipment operation, and inspection skills.
  • Collaborative team leader.
  • Achieved Top Performer in customer satisfaction improvement.
  • Detail-oriented Production Worker with a track record of successfully managing physically demanding tasks and changing work environments.
  • Production Support Team Lead with 18 years of successful client relations and project management experience.
  • 14 years of experience as a skilled production worker in warehouse and manufacturing environments.
  • Adept at delivering tailored training programs.
  • At all times, I'm focused on being productive and safe.

Accomplishments

  • Established SLAs for ticket resolution, decreasing the average resolution time from 13 hours to 6 hours.
  • Implemented an automated monitoring system using QuickBooks, reducing manual intervention frequency by 54% during critical off-hour periods.
  • Collaborated with development teams to prioritize bug fixes in production, driving a 56% reduction in open critical issues.
  • Developed and maintained best-in-class monitoring configurations in QuickBooks, ensuring all system-critical elements were proactively addressed.
  • Led post-incident retrospectives, identifying root causes and implementing solutions that decreased repeat incidents by 47%.
  • Collaborated with team of 9 in the development of standard.
  • Coordinated cross-team efforts in diagnosing complex production issues, reducing downtime by an average of 2 minutes per event.
  • Led the system-wide implementation of proactive monitoring alerts, decreasing average downtime by 6 minutes per incident.
  • Documented and resolved method which led to procedure.
  • Authored detailed runbooks that enabled faster onboarding of new production team members, reducing onboarding time by 16 weeks.

Affiliations

  • American Medical Informatics Association
  • American Marketing Association
  • IT Service Management Forum (itSMF)
  • Society of Information Management (SIM)
  • High-Performance Infrastructure Professionals
  • Society of Women Engineers
  • Association of Information Technology Professionals (AITP)
  • American Society of Safety Professionals
  • Association for Advancing Automation (A3)
  • Project Management Institute

Certifications

  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified: Azure Fundamentals
  • CompTIA Network+
  • Certified DevOps Leader (DOL)
  • Apple Certified Associate (ACA)
  • Certified Information Systems Auditor (CISA)
  • SANS GIAC Certified Incident Handler (GCIH)
  • First Aid/CPR Certified
  • Amazon Web Services (AWS) Certified SysOps Administrator

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