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Skills

  • Continuous Improvement Initiatives
  • Relationship development
  • Team building
  • MS Office
  • Process improvement
  • Operational improvement
  • Organization
  • Technical issues analysis
  • JIRA
  • Desktop support

Work Experiences

  • Described framework solutions to customers to aid in problem resolution.
  • Achieved a Outstanding Service Award from Beacon Labs.
  • Used vendor management and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Assisted the IT department in deploying system upgrades.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved target thresholds consistently.
  • Collaborated with globally distributed teams to support application migrations, ensuring a successful transition with minimal impact to end-users.
  • Collaborated with cross-functional teams to manage, optimize, and launch support for framework, improving user satisfaction by 18%.
  • Conducted training during system rollouts.
  • Adjusted staffing levels accordingly.

Summaries

  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved 23% greater uptime.
  • Advanced problem-solving skills, with the ability to manage complex escalations and deliver long-lasting solutions to prevent repeat incidents.
  • Competent Application Support Team Lead with experience assisting initiative users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Application Support Team Lead with 7 years of successful process improvement and cross-functional collaboration experience.
  • Adept at spearheading knowledge sharing initiatives, leading to a highly collaborative team environment and improved resolution times by 74%.
  • Subject matter expert on Power BI with exceptional skills and knowledge in client relations.
  • Excellent Application Support Team Lead with 2 years of experience providing exceptional support to users at all levels.
  • Clear understanding of process improvement and strategic planning as well as vendor management training.

Accomplishments

  • Collaborated with developers to fix long-standing bugs, reducing customer complaints related to the issue by 41% in 2021.
  • Enhanced team efficiency by introducing tailored ServiceNow workflows, resulting in a 49% decrease in ticket backlogs.
  • Steered multiple post-mortem reviews following major incidents, implementing continuous improvement and reducing recurrence by 47%.
  • Designed root-cause analysis and incident documentation templates used across departments, ensuring 82% fewer repeat incidents.
  • Took ownership of the post-upgrade validation process following Salesforce upgrades, ensuring zero impact to business operations after updates.
  • Led the implementation of new change management procedures for application releases, ensuring a 36% reduction in post-release issues.
  • Introduced real-time metrics monitoring that significantly reduced unexpected outages by 50%.
  • Developed a performance dashboard for upper management, enabling real-time visibility into key metrics and influencing strategic decisions.
  • Resolved product issue through consumer testing.
  • Collaborated with third-party vendors during API integrations, resolving compatibility issues that led to smoother functionality and fewer application errors.

Affiliations

  • Project Management Institute (PMI)
  • Business Application Software Developers Association (BASDA)
  • International Council of Nurses
  • Association for Information Technology Professionals (AITP)
  • Freemason
  • Member of the Open Group Architecture Framework (TOGAF) Community
  • Customer Service Professionals Network (CSPN)
  • Certified ScrumMaster (CSM), Scrum Alliance
  • IT Service Management Forum (itSMF)
  • Certified Member - Information Technology Infrastructure Library (ITIL) PMP

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Certified Ethical Hacker (CEH)
  • PMP - Project Management Professional
  • Certified Application Support Manager (CASM)
  • Google Professional Cloud Architect
  • CompTIA Security+
  • ITIL Foundation Certification in IT Service Management
  • Project Management Professional (PMP)
  • Cisco Certified Network Associate (CCNA)

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