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Skills

  • Risk assessment and mitigation
  • Change management for technical processes
  • Data entry
  • Relationship development
  • Continuous process optimization
  • Software diagnosis
  • Desktop support
  • Team training and development
  • Supervision
  • Staff education and training

Work Experiences

  • Conducted continuous monitoring.
  • Achieved Scrum Master to validate proficiency in method technology, allowing for advanced system support without reliance on external consultants.
  • Conducted in-depth root cause analysis on recurring Salesforce failures.
  • Authored 6 product manuals.
  • Consistently exceeded customer service targets.
  • Worked closely with QuickBooks and Asana users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Coordinated equipment setup at Columbus.
  • Contributed to the creation of service level agreements (SLAs) for external support teams, leading to a 39% decrease in customer complaints in 2015.
  • Built and configured new procedure systems within three years, ensuring they met all regulatory and safety standards outlined by ITIL.

Summaries

  • Adept at collaborating with engineers and managers.
  • Six Sigma and PMP are proudly certified.
  • Collaborated with engineering teams.
  • Achieved a 20% energy efficiency improvement.
  • Advanced skills in KPI monitoring.
  • Tableau expert and Asana user.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 38% gains in customer satisfaction.
  • Excellent vendor management and team leadership knowledge.
  • Advanced skills in KPI monitoring with a focus on improving procedure support workflows, contributing to a 49% boost in customer satisfaction through data-driven insights.

Accomplishments

  • Organized comprehensive team performance reviews, resulting in a measurable 22% boost in staff productivity over 6 months.
  • Led troubleshooting efforts for localized outages of SAP systems, resulting in operational downtime reductions of 48%.
  • Led routine preventive maintenance schedules for Jira systems, reducing emergency downtime events by 19% over the course of 2023.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created comprehensive technical documentation for new QuickBooks, facilitating faster issue resolution for support teams and reducing troubleshooting time by 6 hours annually.
  • Redesigned internal process manuals for Salesforce maintenance, helping reduce service-level agreement (SLA) breach frequency by 20%
  • Implemented an advanced Root Cause Analysis (RCA) framework, cutting the average diagnostic time by 43% and reducing repeat errors by 43%.
  • Successfully integrated new CRM system across 11 cross-functional teams, increasing customer engagement rates by 39% within the first 6 months.
  • Drove cross-functional initiatives across 7 departments to ensure timely deployment of Power BI, achieving 55% faster completion than anticipated.
  • Implemented software patch upgrades for QuickBooks, reducing security vulnerabilities by 12%, aligning systems with industry standards and avoiding costly downtime.

Affiliations

  • Oracle Certified Professional (OCP) User Group
  • Association for Computing Machinery
  • International Council on Systems Engineering (INCOSE)
  • Association of Certified IT Professionals (ACITP)
  • Society of Women Engineers
  • Information Technology Infrastructure Library (ITIL) Alumni Association
  • Red Hat Certified Technologist Group
  • Lean Six Sigma Forum
  • Lakeside Partners Alumni Engineering Network
  • Rotary International

Certifications

  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Apple Certified Associate (ACA)
  • Certified Systems Engineering Professional (CSEP)
  • Certified Machine Learning Specialist (CMLS)
  • ITIL Foundation Certificate in IT Service Management
  • Certified Wireless Network Professional (CWNP)
  • Google Cloud Professional Cloud Architect
  • CompTIA Security+
  • Certified ScrumMaster (CSM)
  • CompTIA A+ Technician

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