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Skills

  • First Aid/CPR
  • Problem resolution
  • Relationship development
  • Change management and version control
  • Failure resolution
  • Application troubleshooting and debugging
  • Project organization
  • Customer service
  • Log parsing and reporting automation
  • Team management

Work Experiences

  • Achieved a 52% increase in client retention.
  • Collaborated with product and QA teams.
  • Configured and managed load balancers.
  • Achieved results over several months.
  • Transported Workday to one year customer locations.
  • Achieved reduction over several months.
  • Addressed 55% of Tier 2 support tickets.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved results within three years.

Summaries

  • As an Application Support Developer, I focus on minimizing downtime, fostering proactive solutions, and driving continuous improvements in user experience.
  • Completed new network component installations, updates, and configurations successfully.
  • Addressed issues before production release.
  • Contributed to application enhancements.
  • Contributed to continuous system improvement.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Clear understanding of workflow optimization and performance reporting as well as project management training.
  • Achieved 84% faster transaction times.
  • Application Support Developer with 8 years of experience.
  • Capable of diagnosing and resolving root causes promptly, leading to a 38% reduction in recurring issues and continuous system improvement.

Accomplishments

  • Created and updated error-handling scripts that reduced 81% of recurring system bugs, streamlining operational efficiency for finance.
  • Led migration efforts to Workday, coordinating across teams to ensure minimal downtime and zero data loss for 4 users.
  • Collaborated with team of 7 in the development of procedure.
  • Trained junior staff on debugging techniques, resulting in decreased resolution times for Tier 2 tickets by 64%.
  • Resolved 18 Tier 2 ticket escalations in several months, improving system uptime for a mission-critical business application.
  • Partnered with developers to optimize database queries, improving application response times by 61% while reducing systemic errors.
  • Implemented a proactive health monitoring system for ServiceNow, reducing the likelihood of system downtime by 75% for a user base of 3.
  • Implemented system upgrades and patches during off-peak hours to minimize disruption, achieving 16% reduction in outage times.
  • Orchestrated emergency patches and fixes for critical vulnerabilities in Workday, successfully safeguarding 7 systems from exploitation.
  • Leveraged strong soft skills to facilitate successful resolution of user complaints, improving overall satisfaction rating by 61%.

Affiliations

  • IEEE Computer Society Membership, contributing to various working groups, especially in software deployment and maintenance
  • Involved in Stack Overflow Contributor Group, with over 4 posts on bug fixes and technical troubleshooting
  • Oracle Developer Community Member, gaining hands-on experience with Oracle support and API integrations
  • International Council of Nurses
  • Jaycees
  • Certified Kubernetes Administrator (CKA), participating in the CNCF’s (Cloud Native Computing Foundation) community
  • Software Engineering Institute (SEI) Member, focusing on Secure Application Development and Maintenance
  • Membership in the IT Service Management Forum (ITSMF) for advanced learning in service support and delivery
  • Involved in SANS Institute programs, focusing on security around application support and zero-day vulnerabilities
  • Engaged in TechSoup, utilizing non-profit platforms to extend technologies for educational support developers

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA Network+ Certification
  • PostgreSQL Certified Developer
  • Microsoft Certified: Azure Developer Associate
  • Certified in the Governance of Enterprise IT (CGEIT)
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Certified Kubernetes Administrator (CKA)
  • VMware Certified Professional – Application Modernization (VCP-AM)
  • ITIL Foundation Certification – 2019

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