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Skills

  • Knowledge Base Documentation
  • Log management and auditing
  • Communications
  • NOC (Network Operations Center) monitoring
  • ITSM tool optimization (e.g., Jira)
  • Staff education and training
  • Operational improvement
  • Supervision
  • Hardware replacement coordination
  • Advanced troubleshooting for enterprise systems

Work Experiences

  • Accelerated detection of service issues.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved results within 18 months.
  • Achieved an on-call response rate of 10 minutes.
  • Collaborated with the DevOps team.
  • Achieved Employee of the Year for outstanding performance in troubleshooting high-priority incidents for engineering across multiple locations.
  • Led a support team that assisted an average of 14 users globally in a 24/7 support environment as a level-three supervisor.
  • Collaborated with developers to implement lasting fixes.
  • Assisted in troubleshooting category.
  • Consistently received positive feedback from service users.

Summaries

  • Specializes in category and standard product troubleshooting.
  • Excellent stakeholder engagement and quality assurance knowledge.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved measurable service improvements.
  • Achieved 69% reduction in incident recurrence.
  • Addressed recurring system issues.
  • Second Line Support Engineer with 6 years of successful budget management and quality assurance experience.
  • Collaborated with development teams.
  • Second Line Support Engineer is a multi-talented Second Line Support Engineer who is consistently rewarded for planning and operational improvements.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.

Accomplishments

  • Led cross-functional troubleshooting sessions for high-priority incidents, achieving a 64% resolution rate within service level agreements (SLAs).
  • Diagnosed and resolved complex technical issues related to ServiceNow cloud infrastructure, minimizing service disruptions for Miscellaneous clients.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Improved ticket response time by 54% through successful collaboration with first-line support, reducing Level 2 escalation rates.
  • Played a key role in successful disaster recovery after system, restoring critical infrastructure across 14 regions with minimal user impact.
  • Coordinated the deployment of hardware replacements for 9 employees across Atlanta, minimizing operational downtime and improving productivity.
  • Conducted in-depth weekly root cause analysis (RCA) for recurring incidents, sharing findings with development teams for prompt remediation.
  • Led a team of 10 Second Line Engineers to resolve technical issues within 2 hours on average, reducing ticket turnaround by 31%.
  • Contributed to weekly security audits, identifying and remediating vulnerability in Adobe Creative Suite, resulting in improved system protection for Miscellaneous.
  • Collaborated with product and software development teams during framework resolution, ensuring rapid deployment of necessary patches.

Affiliations

  • Member of the Association for Computing Machinery (ACM)
  • National Association of Social Workers
  • Member of the SANS Institute for advancing cybersecurity knowledge
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • Certification from the Cisco Networking Academy
  • Participant in the ITSMF (IT Service Management Forum) 2019 Conference
  • Toastmasters
  • American Medical Informatics Association
  • Lions Club

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Technical Support Specialist (CTSS)
  • Cisco Certified Specialist - Enterprise Core
  • Certified Professional in Project Management (CPPM)
  • Certified Cloud Security Professional (CCSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Azure Security Engineer Associate
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+ Certification
  • Fortinet NSE 4 - Network Security Professional

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