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Skills

  • Application installations
  • Invoice generation
  • Exceptional telephone etiquette
  • Administrative support
  • First Aid/CPR
  • Collaborative technical problem-solving
  • Customer Satisfaction Improvement Initiatives
  • Customer service
  • LAN aptitude
  • Organization

Work Experiences

  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Advanced complex data extraction techniques within Adobe Creative Suite.
  • Collaborated with Workday vendors.
  • Automated routine operational checks.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Championed a system health monitoring project that saved $11 annually due to reduced system failures requiring emergency support.
  • Achieved zero non-conformities.
  • Coordinated efforts between IT, operations, and compliance teams to ensure full adherence to internal audits leading to zero non-conformities.
  • Collaborated with engineering teams to identify root causes of recurring operational issues, reducing critical system alerts by 70%.
  • Authored Standard Operating Procedures (SOPs).

Summaries

  • Operations Support Engineer and team leader with 4 years of experience in initiative settings.
  • Quality assurance in system settings and strategic planning in process improvement settings.
  • Has exceptional data analysis and workflow optimization abilities.
  • Talented method Support Engineer with a track record of positively impacting data analysis through the application of abilities, drive, and technical skills.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.
  • Proven track record of motivating coordinated to achieve team, individual, and management goals.
  • Operations Support Engineer with workflow optimization and performance reporting abilities.
  • With hands-on experience, eager to learn new skills and advance knowledge.

Accomplishments

  • Facilitated the integration of new automated monitoring tools, cutting incident detection and response times by 3 minutes.
  • Assumed leadership role in designing scalable infrastructure that supported 11 users, while maintaining 52% availability.
  • Trained and mentored junior engineers in incident management and operational procedures, leading to a 44% improvement in team productivity.
  • Coordinated post-incident review meetings, implementing changes that led to a 37% reduction in repeat issues.
  • Spearheaded critical incident recovery efforts for Jira, minimizing impact by achieving 57% recovery within standard or less.
  • Automated patch management for ServiceNow, ensuring 80% compliance within 8 weeks and reducing vulnerability concerns.
  • Developed a framework for continuous testing and automated deployment, reducing production rollbacks by 65%.
  • Established a training program for cross-functional teams, improving system understanding and reducing support requests by 46% in the past year.
  • Collaborated with cross-functional teams to successfully migrate Workday to the cloud, enhancing security and reducing operational costs by 32%.
  • Developed a document repository using Microsoft Excel, improving access to critical resources and reducing repetitive inquiries by 35%.

Affiliations

  • Certified member of the Institute of Electrical and Electronics Engineers (IEEE), actively participating in IT operations automation projects.
  • Affiliated with the DevOps Agile Skills Association (DASA), enhancing continuous integration and delivery (CI/CD) pipeline knowledge.
  • Contributor to the IT Operations Analytics (ITOA) research group, focused on predictive monitoring and data-driven alert reduction.
  • Certified member of the Red Hat Certified Engineer (RHCE) program to improve automation processes in Linux environments.
  • Member of the Open Group, working toward certification in the TOGAF framework to better align IT support with enterprise architecture.
  • Microsoft Technology Associate (MTA) certified, supporting server management and automation projects using Tableau.
  • Member of the Cloud Native Computing Foundation (CNCF), implementing cloud operations solutions and leveraging Kubernetes.
  • Serving in the International Council on Systems Engineering (INCOSE), learning best practices for complex systems performance optimization.
  • Scripting certification achieved from Code Academy in initiative, focusing on automating daily operational routines.
  • Part of the Oracle Technology Network (OTN), gaining expertise in performance tuning and database troubleshooting techniques.

Certifications

  • CompTIA Security+
  • Apple Certified Associate (ACA)
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • CompTIA A+ Technician
  • Cisco Certified CyberOps Associate
  • Microsoft Certified: Azure Administrator Associate
  • Certified ScrumMaster (CSM)
  • Google Certified Professional Cloud Architect
  • Certified Ethical Hacker (CEH)
  • Certified System Administrator in Tableau

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