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Skills

  • Development of technical documentation and procedures
  • Reduction of help desk tickets through proactive problem-solving
  • KPI tracking and reporting for technical support teams
  • Cross-functional team collaboration
  • Effective communication of technical challenges to non-technical stakeholders
  • Business staff training on technical tools
  • Software system configuration for global operations
  • Feature delivery acceleration in collaboration with development teams
  • Proficient in Power BI diagnostics
  • Multitasking and prioritization of support calls

Work Experiences

  • Deal with site or system requests from stakeholders and describe them to our developers team so that they can be completed.
  • Addressed technical queries related to ServiceNow.
  • Delivered in-depth analytics on operational bottlenecks.
  • Designed ticket tracking system improvements.
  • Adjusted load balancing parameters for SAP.
  • Automated recurrent operational tasks using custom scripts, reducing manual effort by 4 hours per month.
  • Developed a preventive maintenance schedule.
  • Conducted root cause analysis for Salesforce.
  • Decreased manual processes by 71%.
  • Analyzed and resolved recurring technical incidents, documenting solutions to increase internal Knowledge Base by 84%.

Summaries

  • Configured and installed business systems for 9 new locations.
  • Achieved a 79% enhancement in overall system speed.
  • Boosted overall team efficiency.
  • Business Support Engineer with a track record of managing escalated technical issues.
  • Business Support Engineer specializing in root cause analysis and technical incident management, contributing to a 21% improvement in resolution time and customer satisfaction.
  • Business Support Engineer skilled in enhancing ticket resolution times, resulting in a 67% improvement in team response rates and reduced system downtime.
  • Business Support Engineer with a history of successful collaboration with product development teams, increasing overall product uptime by 31% through targeted system improvements.
  • Achieved a 53% resolution rate within SLA guidelines.
  • Collaborative Business Support Engineer skilled in diagnosing and troubleshooting Jira to deliver operational efficiencies and reduce downtime by 83%.
  • Comprehensive experience in automating operational tasks.

Accomplishments

  • Monitored system capacity and proactively identified potential shortfalls, preventing 8 major outages over two years.
  • Coached team members on advanced troubleshooting techniques, increasing first-call resolution rates by 35%.
  • Redesigned business workflows around Power BI, improving overall operational efficiency and reducing costs by 29%.
  • Created detailed technical documentation, enabling better self-service capabilities and reducing support requests by 36%.
  • Engineered system improvements that led to faster software deployment cycles, cutting system setup time by 25%.
  • Implemented automation tools that reduced manual task workloads and improved incident response times by 72%.
  • Formulated training programs that increased employee proficiency in software usage, significantly decreasing support tickets by 66%.
  • Conducted root cause analysis of recurring technical issues, implementing long-term solutions that reduced escalations by 43%.
  • Developed and implemented a system performance dashboard that improved operational visibility, reducing system failures by 46%.
  • Created a standardized troubleshooting guide that reduced ticket handling time by 50% for all support agents.

Affiliations

  • Certified in Microsoft Excel, member of The Systems Engineer Association (SEA)
  • Participated in the Columbus chapter of the DevOps Institute
  • Supporting member of the Association for Computing Machinery (ACM) focused on service-sharing models
  • Active participant in the Columbus Business and Technology Association
  • Technical Affiliate of the British Computer Society (BCS) focusing on computing-based technical support systems
  • Engaged in the Help Desk Institute (HDI) local chapter, improving IT Support techniques
  • Engaged in IT Process Institute (ITPI) Lean IT workshops
  • Part of the Lean IT Association, actively implementing process improvement strategies
  • Completed PMP, part of the community engagement group for Microsoft Excel developers
  • Involvement in Portland Chamber of Commerce’s technology initiatives

Certifications

  • Microsoft Certified Solutions Expert (MCSE): Server Infrastructure
  • CompTIA Security+ Certification 2023
  • ITIL 4 Foundation Certification 2020
  • Certified in IT Automation with Python Professional Certificate – Lakeside Partners
  • Cisco Certified CyberOps Associate (CyberOps) – 2018
  • Certified Ethical Hacker (CEH) - Harbor & Co.
  • Certified Business Analysis Professional (CBAP) - system
  • Microsoft Certified: Power Platform Fundamentals - 2015
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV) 2024
  • ITIL Foundation Certification in IT Service Management – 2021

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