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Skills

  • Application deployment management
  • Performance monitoring using SAP
  • Mentoring Junior Team Members
  • Call triaging
  • End-user technical support
  • Database querying and administration
  • Cross-functional team collaboration
  • Supervision
  • Network support
  • Organization

Work Experiences

  • Assisted in the integration of category.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Assisted in the development of bug fixes for QuickBooks.
  • Achieved results in 18 months.
  • Collaborated with the DevOps team to streamline the CI/CD pipeline, reducing deployment times by 17 across 13 environments.
  • Installed wiring, cabling, and devices to set up, repair, and optimize networks.
  • Achieved a 27% drop in recurring issues.

Summaries

  • Collaborated with DevOps to enhance CI/CD pipeline efficiency.
  • Strengths in data analysis and cross-functional collaboration backed up by Miscellaneous training.
  • Maintaining current software and hardware to meet user needs is a skill.
  • Committed to continuous improvement strategies.
  • Addressed issues before production release.
  • Boosted feature adoption among end-users by 26%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Application Support Developer with 6 years of successful workflow optimization and performance reporting experience.
  • Achieved a 16% reduction in incident response times.
  • Achieved near-zero downtime.

Accomplishments

  • Authored high-quality technical documentation and playbooks, leading to a reduction in knowledge gaps across the team by 64%.
  • Developed automation scripts to streamline routine system checks, resulting in 53% reduction in manual interventions and faster incident resolution.
  • Developed and maintained a knowledge base that facilitated quicker resolutions for 13 support agents, reducing ticket turnaround by 39%.
  • Developed a training module for a new feature in Asana, driving an increase in user engagement by 56%.
  • Optimized server configurations, resulting in a 42% performance boost for Jira, improving user satisfaction scores.
  • Orchestrated emergency patches and fixes for critical vulnerabilities in Workday, successfully safeguarding 7 systems from exploitation.
  • Spearheaded collaboration between vendors and internal teams to resolve ongoing performance issues, reducing downtime by 84% over two years.
  • Participated in after-hours on-call rotation that resolved 11 high-priority issues, ensuring 24/7 continuity of operations.
  • Successfully triaged and resolved 17 high-priority production incidents during system, preventing disruption to key services for Summit Group.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Contributor to The Linux Foundation, with memberships relevant to server management and command-line troubleshooting
  • Active Member, AWS User Group in Denver, developing expertise in Lambda and server-less technologies for support
  • Member of the Information Technology Infrastructure Library (ITIL) Foundation for Incident, Problem, and Change Management
  • Association for Computing Machinery (ACM) Member, focused on Professional Development Trends in Software Engineering
  • Oracle Developer Community Member, gaining hands-on experience with Oracle support and API integrations
  • Active in the Microsoft Certified Professional (MCP) Network, with certifications relevant to application management
  • Active contributor and knowledge sharer in the Azure Community, solving issues related to cloud-based app deployment
  • National Association of Social Workers
  • International Association of Administrative Professionals
  • Jaycees

Certifications

  • Certified Kubernetes Administrator (CKA)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Apple Certified Associate (ACA)
  • Certified IT Asset Manager (CITAM)
  • Salesforce
  • Microsoft Certified: Azure Developer Associate
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Microsoft Certified Systems Engineer (MCSE)

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