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Skills

  • Organization
  • Network and systems administration
  • Pre-sales technical support
  • Operational efficiency improvements
  • Supervision
  • Custom product solutions
  • Enterprise-level system design
  • End-user training development
  • High-availability systems management
  • Process automation

Work Experiences

  • Achieved a 29% reduction in post-implementation support cases.
  • Helped users have the best possible experience by providing ongoing support, training classes, webinars, system improvements, and communication of system changes.
  • Achieved this in 2022.
  • Contributed to a 49% increase in product adoption.
  • Delivered troubleshooting and optimization expertise during critical system outages, restoring client systems within 15 hours with minimal data loss.
  • Co-led strategic planning sessions.
  • Created technical documentation for QuickBooks.
  • Achieved results within 6 months.
  • In charge of project coordination, which included defining scope, managing milestones, and maintaining positive relationships with all stakeholders in performance reporting.
  • Designed cloud migration strategies.

Summaries

  • Collaborated across departments.
  • Working collaboratively with IT leadership teams to define and achieve project milestones, I am an excellent communicator and influencer.
  • By developing, delivering, and supporting strategic plans, I'm used to driving efficiency and effectiveness.
  • Achieved a 85% improvement in team performance.
  • Achieved 37% upsales growth.
  • Boosted project turnaround times by an average of 45%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Bringing over 6 years of experience in systems engineering and cloud architecture, I focus on reducing costs and optimizing performance for enterprise clients.
  • Coached a team of 4 junior engineers.
  • Strategic Information Technology Manager capable of guiding modern technology navigation.

Accomplishments

  • Reduced issue resolution time by 53% by implementing and standardizing a solution escalation framework across global support teams.
  • Achieved an annual operational cost-savings of $17 by implementing AI-driven process automation in customer support workflows.
  • Achieved OSHA to enhance proficiency in cloud-based infrastructure design and apply advanced solutions for Tableau clients.
  • Partnered with global legal and compliance teams to implement a secure, region-wide software solution meeting 15% of security and regulatory requirements.
  • Collaborated with customer success teams to deliver targeted technical workshops, resulting in an 41% increase in client satisfaction.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed custom onboarding strategies for client software, decreasing initial setup time by 18% and improving user adoption rates.
  • Engineered a scalable architecture for Brightline using microservices, enhancing system uptime and reducing latency by 84%.
  • Collaborated with product management to design intuitive solutions, achieving an average reduction of 17 hours in the product deployment timeline.

Affiliations

  • Member of the Cloud Native Computing Foundation (CNCF)
  • Honorary membership in the American Society for Engineering Management
  • Certified member of the Microsoft Azure Expert MSP program since 2021
  • International Council of Nurses
  • Freemason
  • Active in the Salesforce Developer Community, collaborating on post-sales integration solutions
  • Association of Information Technology Professionals
  • Member of the International Society of Automation (ISA) in support of scalable system designs
  • Certified as a Kubernetes Administrator (CKA) since 2024
  • Member of the Association for Computing Machinery (ACM) since 2020

Certifications

  • Google Cloud Professional DevOps Engineer
  • TOGAF 9 Certified Architecture Framework Practitioner
  • CompTIA Cloud+ Certification
  • Hadoop Big Data Certification – Vantage
  • Oracle Certified Professional Cloud Architect
  • Certified Public Accountant
  • Professional Cloud Network Engineer Summit Group Certification
  • SHRM Certified Professional (SHRM-CP)
  • Red Hat Certified Specialist in OpenShift Administration
  • Certified Information Systems Auditor (CISA)

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