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Skills

  • Python programming
  • Customer service
  • Microsoft PowerPoint
  • Dashboard creation and customization
  • Relationship development
  • Supervision
  • Insurance billing
  • Project management
  • Problem resolution
  • First Aid/CPR

Work Experiences

  • ServiceNow was delivered to customer locations by me.
  • Used mixed integer programming formulations to find the best solutions to business problems.
  • Achieved savings of 80% in auditing overhead.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Collaborated closely with vendors to maintain up-to-date knowledge of solutions and negotiated service upgrades, saving $152,000 in operational costs.
  • Answered 13 phone calls per 6 months to assist customers.
  • Collaborated with team leads to establish performance benchmarks.
  • Analyzed and optimized complex databases, improving query response times by 42% and enhancing user efficiency across 6 departments.
  • Collaborated with development teams.
  • Developed a reputation for punctuality and hard work.

Summaries

  • QuickBooks and Microsoft Excel experts with exceptional interpersonal skills.
  • Achieved results through strategic scaling and forecasting.
  • Strategic thinker with expertise in project management.
  • Boosted system reliability across 13 platforms.
  • Proven ability to identify business needs and develop valuable solutions that improve process accuracy and efficiency.
  • Adept at reducing downtime for critical financial systems.
  • Technical Operations Analyst is a hardworking and dependable Technical Operations Analyst who excels at cross-functional collaboration and stakeholder engagement.
  • Proficient in promoting system by leveraging cross-functional collaboration and vendor management knowledge.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Communicative and team-oriented, with Jira expertise.

Accomplishments

  • Participated in cross-departmental collaboration, leading technical discussions to ensure seamless software integrations, contributing to a 48% increase in system uptime.
  • Tracked and reported system performance metrics, playing a vital role in identifying potential hardware bottlenecks and improving system efficiency by 63%.
  • Developed scripts for routine system audits which identified security vulnerabilities, allowing for proactive patches to be made, decreasing threat exposure by 30%.
  • Worked closely with the quality assurance team to identify past operational issues, collaborating to implement fixes that lowered recurrence rates by 70%.
  • Collaborated with the cybersecurity team to implement firewall optimizations that improved technical security measures and reduced unauthorized access attempts by 59%.
  • Established a weekly incident review meeting with stakeholders, resulting in faster identification of recurring problems and leading to 13 long-term fixes.
  • Collaborated with the development teams to implement hotfixes, reducing client-impacting bug occurrences by 18% within 6 months.
  • Played key role in a continuous improvement project using Tableau, introducing automated solutions that cut operational downtimes by 53% over 6 months.
  • Devised a more robust version control system for codebase management, resulting in a 72% reduction in rollback failures post-deployment.
  • Led a project to refactor legacy systems in alignment with modern security protocols, resulting in a 60% decrease in compliance risks.

Affiliations

  • Volunteer Analyst, Remote Cybersecurity Relief Efforts
  • Affiliation, Institute of Electrical and Electronics Engineers (IEEE) - Technical Skill Development and Training
  • Professional Member, International Association of IT Asset Managers (IAITAM)
  • Member, Information Systems Audit and Control Association (ISACA) 2017 - Present
  • Affiliate, Big Data & Analytics Association (BDAA)
  • Active Member, Project Management Institute (PMI) - Completed Scrum Master in 2020
  • Certified Professional, IT Service Management (ITSM) from Axelos - Scrum Master obtained
  • Certified Member, Association for Computing Machinery (ACM)
  • Board Member, Technology and Operations Strategy Consortium
  • Affiliation, National Institute of Standards and Technology (NIST) CoE for Operations 2018

Certifications

  • ITIL Foundation Certification in IT Service Management
  • Certified Public Accountant (CPA)
  • Salesforce
  • CompTIA Security+
  • Docker Certified Associate
  • Advanced Google Cloud DevOps Engineer
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified DevOps Professional (CDP) from Vantage
  • First Aid/CPR
  • Certified Cloud Security Professional (CCSP)

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