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Skills

  • Linux operating system
  • Reporting and documentation
  • Backup and recovery solution management
  • Team building
  • Running backups
  • Problem resolution
  • Relationship development
  • Database development
  • Capacity planning
  • Data Loss Prevention

Work Experiences

  • Actively monitored operational issues.
  • Consistently exceeded SLAs for turnaround time.
  • Collaborated across departments to standardize hardware and software deployment processes, reducing set-up times by 46%.
  • Coordinated with process.
  • Collaborated with clients to design custom reporting dashboards.
  • Created and maintained a CMDB (Configuration Management Database) that led to 58% faster incident resolution during critical outages.
  • Brought 2 complex incidents to resolution each month.
  • Collaborated directly with clients to design custom reporting dashboards using HubSpot, meeting customer KPIs and reducing manual reporting tasks by 21%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Configured systems across 6 sites.

Summaries

  • Database Administrator with 18 years of experience and a broad understanding of vendor management.
  • Delivered 14 successful legacy system migrations.
  • To protect and retain valuable company data, be proactive in establishing backup and recovery processes and protocols.
  • Achieved a 36% increase in system uptime.
  • Maintenance and security are two areas of expertise.
  • Collaborated with third-party vendors.
  • Strengths in budget management and risk assessment backed up by Miscellaneous training.
  • Operational Support Technician with 11 years of successful project management and performance reporting experience.
  • Consistently met service operation goals.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Resolved 11 high-priority incidents, reducing average downtime by 33% and ensuring compliance with business SLA agreements.
  • Documented and resolved category which led to process.
  • Worked with various hardware vendors to troubleshoot system incompatibilities, reducing error resolution times by 59%
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Developed and executed disaster recovery tests for Meridian, ensuring all recovery time objectives (RTO) and recovery point objectives (RPO) were met.
  • Maintained 72% server uptime over 9 years by proactively managing hardware, software, and network systems.
  • Recovered from a major network outage in several months by quickly identifying the root cause, working alongside vendors to rapidly restore services.
  • Assisted with the seamless migration of 17 legacy systems to cloud-based infrastructure, improving service agility and reducing overall downtime by 64%.
  • Performed ongoing server maintenance, achieving a 48% increase in performance metrics, and extending system life by 12 years.

Affiliations

  • Toastmasters
  • Help Desk Institute (HDI)
  • Certified Help Desk Professionals Group (CHDPG)
  • Lions Club
  • American Society of Safety Professionals
  • Service Quality Measurement Group (SQMG)
  • Professional Configuration Management Society (PCMS)
  • Project Management Institute
  • Association for Configuration Management Professionals (ACMP)
  • Technical Support Executives Association (TSEA)

Certifications

  • Apple Certified Associate (ACA)
  • Microsoft 365 Certified: Messaging Administrator Associate
  • ServiceNow Certified System Administrator
  • Project Management Professional (PMP)
  • Certified Kubernetes Administrator (CKA)
  • Lean Six Sigma Green Belt
  • Certified Information Technology Asset Manager (CITAM)
  • CompTIA Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA A+ Technician

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