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Skills

  • Knowledge retention enhancement
  • Client-facing communication
  • API integration and testing
  • Root cause analysis
  • Reporting Automation with Jira
  • Workflow Optimization with Microsoft Excel
  • Software Quality Assurance Testing
  • Technical support troubleshooting
  • Debugging and issue resolution
  • System Monitoring Automation

Work Experiences

  • Analyzed and reported system performance metrics to leadership, identifying optimization opportunities that led to 72% faster load times.
  • Achieved 37% reduction in client service tickets.
  • Automated system monitoring procedures, resulting in a 46% reduction in downtime incidents throughout 2021.
  • Created FAQs based on repetitive technical inquiries.
  • Automated system monitoring procedures.
  • Decreased issue resolution time by 27%.
  • Assisted with the integration of third-party applications.
  • Assisted in testing disaster recovery plans, ensuring full compliance with industry standards and achieving a pass rate of 73% during simulations.
  • Achieved 27% faster load times.
  • Collaborated with cross-functional teams.

Summaries

  • Collaborated on deploying enterprise-level solutions.
  • Crafted automated scripts.
  • Collaborated across teams.
  • Detail-oriented Intern Technical Specialist.
  • Achieved a 67% improvement in client satisfaction.
  • Adept at working with version control systems like Git and SVN to manage development workflows, ensuring smooth software updates and reduced errors in the integration process.
  • Achieved a resolution time of the past year.
  • Detail-oriented Intern Technical Specialist with hands-on API integration experience, enhancing system functionality and simplifying processes for client-side applications.
  • Collaborative team member with strong client onboarding skills, reducing overall onboarding time and ensuring smoother transitions for 2 high-value accounts.
  • Bridged communication between developers and client teams.

Accomplishments

  • Provided Tier-II support for program, resolving 6 incidents on first contact and improving user satisfaction scores by 39%.
  • Managed a backlog of service requests using Tableau, reducing outstanding incident tickets by 52% within 7 months.
  • Coordinated with development teams under Agile frameworks to address and resolve 3 critical software bugs within the past year.
  • Led the initiative to integrate new tools such as QuickBooks, boosting overall collaboration efficiency across teams.
  • Played a significant role in customer satisfaction improvement by resolving 18 technical issues with an average satisfaction score of 76%.
  • Redesigned and streamlined internal technical documentation platforms, achieving a 79% increase in staff self-service capabilities.
  • Assisted in the research and adoption of cutting-edge technologies for infrastructure improvements, leading to increased server productivity by 52%.
  • Led the technical initiative to perform root cause analyses, reducing network downtime by 62% compared to the previous period.
  • Collaborated with cross-functional teams to implement monitoring solutions that improved system uptimes by 56% over 6 months.
  • Managed inventory of network equipment, collaborating with vendors and cutting equipment costs by $135,000 in 18 months.

Affiliations

  • Certified in disaster recovery planning through the Business Continuity Institute (BCI), assisting clients in building more resilient technical infrastructure.
  • Collaborated with fellow interns in hackathons supported by the Google Developer Student Club (GDSC), creating tools for cross-compatibility issue detection.
  • Member of the Association for Computing Machinery (ACM) to stay updated on the latest trends in computer science and software development.
  • Volunteered as a technology support mentor for underrepresented communities via the nonprofit Code2040, focusing on building troubleshooting skills.
  • Developed practical skills through a membership in the Cloud Security Alliance, focusing on vulnerabilities in cloud platforms like AWS and Google Cloud.
  • Engaged in mentorship initiatives through the National Society of Black Engineers (NSBE), building technical skills in cloud architecture and process automation.
  • Completed certification through Microsoft Certified: Azure Fundamentals to better integrate cloud solutions into client workflows.
  • Member of the International Federation for Information Processing (IFIP) to stay informed on global technology and data privacy standards.
  • Awarded certification from the Linux Professional Institute (LPI), contributing to enhanced server management and implementation of software patches.
  • Enrolled in the SANS Institute immersion program for cyber defense and incident handling, gaining hands-on experience identifying and mitigating system vulnerabilities.

Certifications

  • Salesforce Certified Administrator
  • Project Management Professional (PMP) by framework
  • Certified in Python Programming
  • Google Professional Cloud DevOps Engineer
  • Kubernetes Certified Application Developer (KCAD)
  • Certified Jenkins Engineer (CJE)
  • Certified Associate in Project Management (CAPM) by PMI
  • Certified DevOps Engineer by Cedar Works
  • Oracle Certified Professional, Java SE
  • Microsoft Certified: Azure Fundamentals

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