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Skills

  • Communications
  • Customer service
  • Downtime minimization strategies
  • TCP/IP
  • End-user application support
  • Change management in IT environments
  • Customer service expert
  • Budgets
  • Software diagnosis
  • Feature request and enhancement prioritization

Work Experiences

  • Collaborated with business stakeholders during high-priority incidents, earning the Outstanding Service Award for outstanding problem management.
  • Achieved a 43% decrease in response time.
  • Created real-time performance dashboards in Jira for immediate tracking of service-level agreements (SLAs), resulting in precise reporting and SLA adherence increase of 84%.
  • Collaborated with product and engineering teams.
  • Authored detailed reports.
  • Acted as the main point of contact between technical teams and end-users in Raleigh to ensure seamless application performance and user satisfaction.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Coordinated with development, infrastructure, and networking teams.
  • Achieved CPA for regulatory compliance.
  • Achieved an average productivity improvement of 29% among participants.

Summaries

  • Achieved a 58% decrease in vulnerability risks.
  • Application Support Manager with expertise in IT infrastructure and proactive maintenance, reducing downtime by 26% and maintaining service continuity.
  • Achieved minimal disruption during migration.
  • Excellent Application Support Manager with 14 years of experience providing exceptional support to users at all levels.
  • Application Support Manager with a 6-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Achieved a 76% reduction in average resolution time.
  • Specializes in category and method product troubleshooting.
  • Application Support Manager is a multi-talented Application Support Manager who is consistently rewarded for planning and operational improvements.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Adaptive manager known for reducing backlog tickets.

Accomplishments

  • Resolved product issue through consumer testing.
  • Established a knowledge management system that reduced incident resolution time by 33% and created a self-service portal accessed by 12 users monthly.
  • Collaborated with team of 4 in the development of method.
  • Collaborated with key business stakeholders to identify critical system improvements, resulting in increased uptime of 7 hours monthly.
  • Reduced average response time to high-priority incidents from 9 hours to 3 minutes through the implementation of automated alerts and response systems.
  • Implemented a 24/7 global support structure, resulting in a 48% year-over-year improvement in service availability and response times.
  • Created and maintained KPIs for support team performance, leading to a consistent increase of 53% in customer satisfaction over 13 months.
  • Documented and resolved program which led to procedure.
  • Operationalized disaster recovery protocol, reducing system downtime by 12% and improving business continuity for over 6 global users.
  • Reduced operational costs by $7 through utilization of cloud-based infrastructure for scalable support system environments.

Affiliations

  • Technology Business Management (TBM) Council
  • Cloud Certification by standard
  • International Association of Software Architects (IASA)
  • Global Association of Risk Professionals (GARP)
  • Microsoft Certified Professional (MCP)
  • Certified Technical Support Manager (CTSM)
  • Society for Information Management (SIM)
  • Association for Computing Machinery (ACM)
  • Rotary International
  • IEEE Computer Society

Certifications

  • Certified Problem Management Specialist
  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • Certified DevOps Practitioner (DevOpsCert)
  • Agile Certified Practitioner (PMI-ACP)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Microsoft Certified: Azure Administrator Associate
  • ISO/IEC 20000 Foundation Certification

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