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Skills

  • Collaboration with third-party vendors
  • JIRA
  • Incident Management
  • Mac systems
  • Application support
  • Data recovery
  • Team Leadership
  • Cross-functional collaboration
  • Problem-solving
  • Process automation

Work Experiences

  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Analyzed and prioritized over 12 service requests monthly, ensuring optimal resource allocation while maintaining system uptime at 58%.
  • Assisted the IT department in deploying system upgrades.
  • Conducted training during system rollouts.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and system.
  • Achieved a 18% recovery rate.
  • Achieved zero data loss.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Collaborated with globally distributed teams.

Summaries

  • Accomplished in leading complex application migrations and ensuring seamless integration with minimal downtime in coordination with globally distributed teams.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Adept at aligning support team goals with business objectives.
  • Workday expert and Microsoft Excel user.
  • Advised senior leaders on optimizing application performance.
  • Competent Application Support Team Lead with experience assisting initiative users with a wide range of computer, mobile device, and peripheral equipment issues.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Excellent Application Support Team Lead with 2 years of experience providing exceptional support to users at all levels.
  • Champion of continuous improvement, having launched initiatives that reduced recurring issues by 16%, optimizing system reliability across multiple applications.

Accomplishments

  • Developed training programs for junior team members, improving knowledge retention and reducing onboarding time by 16%.
  • Introduced real-time metrics monitoring that significantly reduced unexpected outages by 50%.
  • Documented and resolved program which led to initiative.
  • Trained end-users and internal teams on new applications, significantly reducing support tickets by offering better onboarding experiences.
  • Assessed and optimized database architecture for critical applications, enhancing system performance and achieving 16% faster query times.
  • Designed root-cause analysis and incident documentation templates used across departments, ensuring 82% fewer repeat incidents.
  • Collaborated with third-party vendors during API integrations, resolving compatibility issues that led to smoother functionality and fewer application errors.
  • Utilized SQL troubleshooting and data analysis to swiftly resolve complex application errors, reducing average resolution time by 64%.
  • Steered multiple post-mortem reviews following major incidents, implementing continuous improvement and reducing recurrence by 47%.
  • Collaborated with developers to fix long-standing bugs, reducing customer complaints related to the issue by 41% in 2021.

Affiliations

  • American Marketing Association
  • Association for Computing Machinery
  • Jaycees
  • National Association of Social Workers
  • Society of Human Resource Management
  • Help Desk Institute (HDI)
  • International Council of Nurses
  • Mentorship Program - Women in Technology International (WITI)
  • IT Service Management Forum (itSMF)
  • American Medical Informatics Association

Certifications

  • Microsoft Certified: Azure Administrator Associate
  • Google Certified Professional Cloud Architect
  • Certified Incident Handling Engineer (CIHE)
  • Certified SAFe® 5 Agilist
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Apple Certified Associate (ACA)
  • Certified DevOps Leader (CODL)
  • Red Hat Certified Engineer (RHCE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Kubernetes Administrator (CKA)

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