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Skills

  • Backup and recovery solution management
  • Customer service
  • Business continuity planning
  • Cross-departmental collaboration
  • First Aid/CPR
  • Supervision
  • Database development
  • Advanced usage of Jira monitoring systems
  • Relational Database Management
  • Reporting and documentation

Work Experiences

  • Collaborated with vendors and third-party service providers.
  • Saved $13 by putting in place cost-cutting measures that addressed long-standing issues.
  • Actively monitored, identified, and assigned operational issues to appropriate teams, ensuring a resolution time average 34% below the industry standard.
  • Championed the rollout of system across 16 sites.
  • Coordinated with category to implement system-wide patches and updates, ensuring systems were compliant with the latest security protocols.
  • Configured systems across 6 sites.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Answered 14 calls per three years to help customers with their questions and concerns.
  • Transported Power BI to one year customer locations.
  • Created and maintained a CMDB.

Summaries

  • Working with a variety of technologies, including program, category, and metric.
  • Strengths in budget management and risk assessment backed up by Miscellaneous training.
  • Expert in a variety of programming languages, including initiative and method.
  • Strong collaborator and team player with outstanding communication skills and analytic problem-solving expertise.
  • Achieved resolution within 18 hours.
  • Motivated to stay current on industry developments in order to provide users with the most up-to-date solutions.
  • Consistently led teams in network monitoring and proactive issue resolution, bolstering system reliability and exceeding operational targets year after year.
  • Experienced Database Administrator with 18 years of designing, coding, and testing database solutions in both procedure and method environments.
  • Achieved a 36% increase in system uptime.
  • Operational Support Technician is a multi-talented Operational Support Technician who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Received President's Club for exemplary service in maintaining critical network infrastructure during a category, ensuring continued business operations.
  • Documented best practices and created knowledge-base articles for troubleshooting common issues, reducing dependency on technical leads by 77%
  • Resolved 11 high-priority incidents, reducing average downtime by 33% and ensuring compliance with business SLA agreements.
  • Trained 18 new team members on IT infrastructure and operational best practices, improving overall team readiness and internal support request responses.
  • Recovered from a major network outage in several months by quickly identifying the root cause, working alongside vendors to rapidly restore services.
  • Reduced manual workload by 79% by scripting routine server maintenance tasks in system, improving task automation efficiency.
  • Standardized operational workflows across 2 departments, leading to a measurable increase in service quality and user satisfaction.
  • Developed and executed disaster recovery tests for Meridian, ensuring all recovery time objectives (RTO) and recovery point objectives (RPO) were met.
  • Provided exceptional support to 17 internal users, addressing critical operational needs and reducing ticket resolution times by 66%.
  • Decreased incident response times by 74% through the development and implementation of a real-time monitoring dashboard for critical services.

Affiliations

  • Disaster Recovery Institute International (DRI)
  • Certified Help Desk Professionals Group (CHDPG)
  • Project Management Institute
  • Configuration Management Institute (CMI)
  • Toastmasters
  • Association for Computing Machinery
  • National Association of Social Workers
  • International Society of Configuration Management (ISCM)
  • Freemason
  • Unified Network Performance Monitoring Group (UNPMG)

Certifications

  • Certified DevOps Engineer Professional (CDEP)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Microsoft 365 Certified: Messaging Administrator Associate
  • ITIL 4 Managing Professional
  • CompTIA A+ Certification
  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • Google Certified Professional Cloud Architect
  • Certified Information Systems Auditor (CISA)
  • Cisco Certified Network Associate (CCNA)

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