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Skills

  • Cloud platform troubleshooting (metric)
  • Cross-functional team collaboration
  • Command-line interface (CLI) troubleshooting
  • Compliance with SLA and KPI targets
  • Process automation and task streamlining
  • Handling high-pressure technical situations
  • Patience and active listening with customers
  • Tier 1 and Tier 2 support collaboration
  • Server setup and configuration
  • Vendor management and issue resolution

Work Experiences

  • Collaborate directly with the development team on complex issues such as software bugs, product enhancements, and customer complaints.
  • Decreased operational costs by $5.
  • I'm familiar with disaster recovery and continuity planning and can help.
  • Gathered insights from customer feedback.
  • Collaborated with the QA team to test and roll out new features, reducing customer complaints on new releases by 41% post-deployment.
  • Decreased the ticket backlog by 76%.
  • Automated key Tier II support tasks, saving the team 12 hours monthly and enhancing overall operational efficiency.
  • Created a streamlined process.
  • Boosted system availability by 32%.
  • Achieved a 68% increase in positive responses.

Summaries

  • Adept at balancing incident management.
  • Consistently delivers within SLA limits.
  • Earned recognition with the Excellence Award in 2020.
  • Contributed to a 35% reduction in repeat inquiries.
  • Collaborative professional with technical support experience.
  • Achieved 43% fewer customer complaints following deployment.
  • Adept at creating clear technical support documentation.
  • Driven Tier II Support Engineer.
  • Contributed to 13 critical software patches.
  • Dynamic Tier II Support Engineer with over 9 years of experience.

Accomplishments

  • Resolved complex cloud infrastructure issues on the initiative, contributing to a significant 52% improvement in uptime for enterprise clients.
  • Developed technical training materials that improved the proficiency of 15 Tier I support representatives, allowing them to resolve 74% more cases independently.
  • Collaborated with quality assurance teams to pass on customer feedback, contributing to 76% fewer recurring software defects over a 2016-period.
  • Worked closely with the DevOps team to diagnose and resolve production issues in framework, reducing recurring deployment errors by 17%.
  • Tracked and documented all customer interactions using framework, meeting or exceeding documentation adherence metrics with 75% accuracy.
  • Utilized strong analytical skills to fix system performance bottlenecks, improving overall application performance by 77%.
  • Optimized dashboard and reporting tools for support teams, improving the visibility of key performance metrics by 84%.
  • Utilized advanced diagnostic tools to proactively identify software bugs, contributing to the deployment of 5 critical firmware updates over a 2018-period.
  • Led the resolution of a major system downtime event, reducing recovery times from 3 hours to under 10 hours, minimizing impact on the Austin-based customer.
  • Identified and troubleshooted API integration issues in SAP, ensuring seamless connectivity and reducing error rates by 67%.

Affiliations

  • Participant, Google Cloud Developer Cloud Study Jam, 2022
  • Mentor, Network Technology Apprenticeship Program (NTP), 2023–Present
  • Attendee, SANS Institute IT Security Workshop, 2016
  • Certified Member, CompTIA Technology Interest Groups: Cloud Computing & Tech Support, Six Sigma, 2020–2017
  • Participant, Cloud Security Alliance (CSA) Best Practice Forum, 2015
  • Attendee, VMware Certified Professional (VCP) Training Seminar, 2020
  • Member, Association for Information Technology Professionals (AITP), 2023–Present
  • Member, OWASP (Open Web Application Security Project) Community, 2018–Present
  • Volunteer, Local High-School IT Mentorship Program, 2017–2022
  • Affiliate, International Association of Computer Science and Information Technology (IACSIT), 2019–Present

Certifications

  • PMP® – Project Management Professional Certification
  • Certified Microsoft 365 Fundamentals (MS-900)
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • ServiceNow Certified System Administrator
  • Help Desk Institute (HDI) Desktop Support Technician
  • Google Cloud Professional Cloud Architect
  • Comptia Linux+ Certification
  • CompTIA Network+ Certification
  • Zendesk Certified Administrator

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