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Skills

  • Supervision
  • Problem resolution
  • LAN aptitude
  • Cloud Infrastructure Management
  • Customer service
  • First Aid/CPR
  • Call center experience
  • Hardware Configuration
  • Process improvement
  • Continuous monitoring analysis

Work Experiences

  • Carried out system analysis post-installation, ensuring quality assurance and application stability for QuickBooks deployments.
  • Achieved annual savings of $4.
  • Collaborated with internal stakeholders to implement system integrations that improved workflow efficiencies, cutting manual processes by 61%.
  • Achieved zero downtime.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Assisted metric customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Achieved customer satisfaction scores over 59%.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.

Summaries

  • Project management in category settings and workflow optimization in process improvement settings.
  • Bringing a deep understanding of metric operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Concerned about usability and security issues.
  • Talented method Support Engineer with a track record of positively impacting process improvement through the application of abilities, drive, and technical skills.
  • Expert in procedure with a strong aptitude for spearheaded and streamlined.
  • Knowledgeable Associate Technical Operations with expertise in marketing and program development.
  • OSHA and PMP are her areas of expertise.
  • Looking forward to taking on a new challenge with a successful team.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Associate Technical Operations.

Accomplishments

  • Improved deployment pipeline efficiency by automating recurring tasks using Power BI, reducing deployment time by 24%
  • Developed capacity planning strategies, resulting in an optimized infrastructure that lowered operational costs by 65%
  • Mentored junior team members on best practices in operational support, resulting in 49% improved team productivity.
  • Managed resource allocation across 16 concurrent projects, ensuring delivery within one year and $135,000 constraints.
  • Designed and managed the deployment process using Jira, achieving a 41% reduction in downtime.
  • Collaborated with engineering teams to introduce automated workflows, reducing manual intervention by 76%.
  • Led a team of 14 in the modernization of legacy systems using cloud-based technologies, boosting application performance by 61%
  • Contributed to a standardized documentation process, making operational handoffs more efficient by 67%
  • Partnered with external vendors to streamline API integrations, reducing third-party service disruptions by 27%.
  • Championed the implementation of a cross-functional incident management system that improved response times by 85%.

Affiliations

  • Certified, Certified Information Systems Auditor (CISA) 2020
  • Contributor, Continuous Delivery Foundation (CDF) program
  • Active Contributor, OpenStack Foundation program
  • Certified Member, IT Service Management Forum (itSMF), method
  • Certified, Certified DevOps Engineer - Professional 2015
  • Member, International Association of Cloud & Managed Service Providers category
  • Certified, Google Professional Cloud Architect 2019
  • Member, Association for Computing Machinery (ACM) 2020 - Present
  • Participant, Agile Alliance Technical Conference 2024
  • Certified Member, Project Management Institute (PMI), 2024–Present

Certifications

  • ServSafe
  • Microsoft Office Specialist (MOS)
  • Linux Professional Institute Certification (LPIC-1)
  • Docker Certified Associate
  • Microsoft Certified: Power Platform Fundamentals
  • Lean Six Sigma Green Belt Certification
  • Salesforce
  • Google Certified Associate Cloud Engineer
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)

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