-Support ITIL Incident Management process by ensuring incidents are resolved, documented and signed off within agreed time frames.-During major incidents, manage triage of technical diagnosis and coordinate with application support, internal IT groups, and cloud support.-Assist in the DevOps functions related to support and maintenance of software solutions, including build, deploy and automation-Monitor internal and external services across application stack to ensure reliability and engage proper processes during periods where service level objectives (SLOs) are missed.-Improve processes through automation for problem management-Contribute to the development of operational procedures and documentation-Identify training or consulting opportunities with support and product management-Maintains a high degree of knowledge on current technologies, tools, and brainstorm ideas with other team members-Assist development teams in sprint delivery by providing guidance and occasional assistance towards reliability and integration with the operational platform

I work to understand the business processes that manage data flow through Albright systems and engage with operational groups in minor and major projects to digitize, automate, and improve these processes to ensure more secure and efficient data acquisition and workflow processes. I also work to provide ad hoc reports and develop more complex reports and informational dashboards using SQL, SSRS, and SSIS. I work to maintain home grown applications at Albright using SQL and PHP. Notable Achievements:-Project Management for multiple system upgrades including our production SQL Server, Campus SIS (PowerCampus by Ellucian) over several versions, and PowerFAIDS by CollegeBoard over Several Versions.-Foundational development for operational data stores and data marts for advancement data.

I provided support to the Albright campus by providing system support for our PowerCampus Student Information System, PowerFAIDS Financial Aid System, and Millennium Advancement System. I coordinated with members of the campus to review and optimize business processes be it by automating repetitive manual processes or helping to identify existing tools that can better serve the process. I also assisted in the development of reports in these systems and an SSRS environment to provide actionable data to end users. I also assisted in the review of software and implementation of new systems and upgrades. I fulfilled other duties as required, including but not limited to managing content on our division's area of the Albright website.

I served as an initial point of contact for service requests delivered in-person, by phone, and by email for staff and clients of Albright College. I provided hardware, software, and network troubleshooting, resolving issues as possible and escalating others through our ticketing system. I worked to research and recommend new technologies and process changes. I also engaged in other projects as needed such as website maintenance, assisting with training for migration to a new WordPress platform, and participation in preparing and assisting with the implementation of a system upgrade to our Self Service interface for the PowerCampus SIS.

I served as an initial point of contact for service requests delivered in-person, by phone, and by email for staff and clients of Albright College. I provided hardware, software, and network troubleshooting, resolving issues as possible and escalating others through our ticketing system. I engaged in other projects as assigned, and worked to develop a SQL database of academic technology on campus and participated in a redesign of the department web site.

I communicated with the student body to troubleshoot issues with Chromebooks issued to all students providing on-the-spot troubleshooting and repair for minor adjustments or hardware replacements. I prepared tickets to escalate more complex issues for higher tier support. I also maintained student information and permissions in databases for district educational software solutions.