Microsoft

• Monitor ticketing queue activity and incident reports shared amongst other engineers that are populated with customer and case management requests.

• Diagnose and respond to a variety of requests for Azure App Services customers to help maintain functionality for Web Applications, Functions, and Services using a combination of Kusto (KQL) queries and monitoring software.

• Reproduce customer reported errors in recreated environments and function apps that mimic the user settings and business needs for consideration within Azure.

• Communicate and escalate customer requests when working directly with engineers from all departments (swarm) and summarize important information for technical advisors (TAs) and subject matter experts (SMEs).

Cloud Support Engineer

Georgia Tech Research Institute

• Diagnosed and responded to a variety of requests for over 60 in-house applications to help maintain functionality across nearly all of Georgia Tech Research Institute's labs using a combination of SQL queries and monitoring software.

• Managed user access for various decentralized application platforms, reports, and custom web software portals.

• Curated advanced documentation of typical problems and their solutions along with support request analytics within Atlassian Jira and Confluence.

• Communicated with leaders from multiple departments including team leads and business stakeholders to discuss highly technical concerns using jargon tailored to the scope of the audience.

Application Support Analyst

Insight Global

• Provided second-level support to 3000+ internal employees with expert knowledge in enterprise-level application systems including ServiceNow, Jira, Erecruit, eStaff365, proprietary ComTrak, ATLIS, and Tableau BI.

• 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 1000+ ServiceNow and 30+ Jira tickets to date.

• 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 has experienced an increased volume of escalated issues by 774% over the past year since migration.

Application Support Specialist

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

• Supported internal and external employees with knowledge in enterprise-level application 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 to 20+ ServiceNow knowledge base entries.

• Analyzed data tables with thousands of 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

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

• Trained by senior enlisted leadership in managing positions to give training and orders for squads/teams of 4-10 people when performing network operations and project management.

• Demonstrated high-level 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 100+ internal employees through the ticketing system Spiceworks and email-based service requests from employees in high-security Secret clearance level areas.

• Assisted in the reporting and management of recorded software information through Atlassian products Jira and Confluence.

• 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 word processing and editing for form fill-able documents and database entries.

• Conferred with over 20 clients and tangentially involved parties per month to track updated information and provide case support.

• Compiled documentation ensuring accuracy and detail for legal briefs, responses to opposing counsel, court motions, and trial exhibits.

• Increased the firm's public presence through targeted marketing and assisted partners with reputation management and branding in the local community.

IT & Legal Assistant

Ultimate Escape Game Atlanta

• Guided game groups of 3 to 7 people, enticing them with descriptive language regarding any of 6 puzzle rooms available for their enjoyment.

• Fostered customer happiness with forward-thinking strategies focused on filling in clues for various puzzles and resolving customer concerns frequently in under 2 minutes.

• Maintained records of customer feedback and recommended service improvements at group meetings.

• Established documents outlining concepts, art, deliverable specifications, game flow charts, and overall content to help keep projects moving and teams working together cohesively.

Game Guide

Harris & Bunch, LLC

• Assisted with note-taking on case details from client interviews with attention to future dates and payment balance.

• Prepared case-specific advertisement forms for mail delivery to newly expanded client-base.

• Aided in computer and printer repairs as well as network drive mapping and business data storage management.

Junior Legal Assistant

Methodical Application Support Analyst with 10+ years of combined IT industry experience and knowledge in deploying and supporting computer software, domains, application platforms, and knowledge bases. Graduated from the Army Signal Corps School with some college education and training in programming/web design. Accomplished in working with large enterprises of 1000+ employees using standard tools and frameworks such as ServiceNow, Atlassian Jira, Confluence, and SQL. Refined soft skills and professionalism with a background in legal assistance and white-glove customer service. Certified in full stack web development using MERN from Georgia Tech.

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