CVS Health

Cloud Security Risk Advisor

Microsoft

● Responded to cloud architecture support requests and incident reports from Fortune 500 companies amongst a team of Azure App Service Support Engineers with hands-on experience in Azure Development.

● Improved functionality for customer Web Services/Jobs, Function Apps, App Service Environments, DevOps, Azure AD, Key Vault, Event Hub, Service Bus, and storage solutions such as Blobs, Tables and Queues using a combination of Kusto (KQL) queries and monitoring software.

● Broke down and evaluated problems using test scripts, expertise, probing questions, and reproductions designed to mimic client configurations with consideration for business needs within Azure.

● Effectively communicated and escalated customer requests when working directly with engineers from all departments (swarm), summarizing critical information for Technical Advisors (TAs), Subject Matter Experts (SMEs), and Cloud Solution Architects (CSAs).

Azure Support Engineer

Georgia Tech Research Institute

● Performed diagnostic tests and troubleshooting for over 60 in-house applications to maintain functionality across multiple Georgia Tech Research Institute labs via data querying and system monitoring software.

● Utilized communication expertise when speaking with team leads and research institute stakeholders to discuss complex concerns with and without technical jargon based on the audience.

● Managed user access to application platforms, reports, and custom web portals as well as documentation curation describing typical problems and their step-by-step solutions within Atlassian Jira and Confluence.

● Participated in software application and disaster recovery testing in conjunction with federal and state government compliance experts to guarantee business readiness following fail-overs.

Application Support Analyst

Insight Global

● Provided Tier II support to over 3000 internal employees with expert knowledge in enterprise-level contract and employee management, support, and data systems including ServiceNow, Jira, Erecruit, eStaff365, Apache Kafka, Tableau BI, and proprietary ComTrak and ATLIS.

● Performed complex web application troubleshooting and analysis for escalation through ServiceNow and Jira to identify system bugs and potential enhancements in a SCRUM team environment with over 1000 ServiceNow and 30 Jira tickets resolved.

● Authored 3-4 graphic training documents each month to provide a granular look at discovered system issues and establish a knowledgebase of their solutions in ServiceNow.

● Successfully implemented improvements to productivity and documentation to help maintain 90% or better SLA requirements for the ATLIS primary data system which experienced an increased volume of
escalated issues by 774% over the year following migration.

Application Support Specialist

● Trained in pre and post-state technologies with SCRUM Certified Product Owners for hiring, paying, managing, and terminating contractors with clients during a company-wide platform software
migration.

● Supported internal and external employees with knowledge in enterprise-level employee and contract management systems including Erecruit, eStaff365, proprietary ComTrak, and ATLIS through the ticketing system ServiceNow with over 200 tickets resolved.

● Maintained daily records of known problems and their solutions with edits and additions for over 20 published ServiceNow knowledge base entries.

● Analyzed thousands of data table records to pare down the volume of duplicate or erroneous column entries, increasing data integrity and cleanliness by up to 70%.

Hypercare Support Specialist

Army National Guard

● Demonstrated expert proficiency in configuring computer hardware, devices, and software to set up and maintain up to 30 LAN workstations at a time for soldiers/employees.

● Managed squads/teams of 4-10 people when performing network operations and project execution by utilizing training from senior enlisted leadership.

● Provided superior support knowledge in network stability and server maintenance as well as best practices for software and security implementation to maintain 95% uptime or better.

● Sustained professionalism in collaboration with soldiers and civilians in high-stress environments such as weapons ranges and field training sites by paying close attention to people's emotional states and body
language.

Information Technology Specialist

● Provided technical support to over 100 internal employees through the ticketing system Spiceworks and email-based service requests from employees in high-security Secret clearance level areas.

● Performed system imaging, software installation/management, Active Directory, Group Policy implementation, network configuration, and application support.

● Adhered to strict compliance standards when working in Secret security clearance or higher environments to maintain data protection and integrity with a total of 0 security risk incidents over the work period.

Closed Room IT Support Co-Op

Bunch Law Group

● Created and implemented numerous strategies to attract new clients including mailing lists, search engine optimization, graphic design in advertising, and web page development.

● Provided administrative support and research for civil proceedings along with Microsoft Word processing and editing for form fill-able documents and Excel/Access data entries.

● Worked to increase firm's presence and assisted partners with reputation management and branding in local community, resulting in a 30% increase in business volume.

Tech/Legal Assistant

Methodical Application Support Analyst/Engineer with over 10 years of experience in providing technical support for computer software, domains, application platforms, and knowledge bases. A graduate of the Army Signal Corps School with additional college education and training in programming and web design. Proficient in utilizing standard tools and frameworks such as ServiceNow, Atlassian Jira/Confluence, Microsoft Dynamics, Tableau and SQL to support large enterprises with 1000+ employees. Possesses excellent communication and interpersonal skills, honed through previous experience in legal assistance and white-glove customer service. Has introductory level knowledge of Java, C#, and Python and is certified in full stack Javascript web development using MERN by Georgia Tech.

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