* Overhauled and managed FiscalNote's Atlassian products (Confluence, JIRA, Atlassian Admin, etc) optimizing workflow efficiency and collaboration among team members.* Implemented an Amazon Web Services (AWS) VPN solution for the CQ Editorial department, enhancing remote access and security protocols.* Executed and maintained AWS Workspaces for employees located in the United Kingdom, India, and the Philippines, ensuring seamless access to company resources and applications.* Resolved over 200 IT-related issues per fiscal quarter, including hardware, software, and end-user account administration, using Freshworks Freshservice ticketing system. Demonstrated exceptional troubleshooting and technical support skills.* Enhanced security protocols by implementing two-factor authentication policies and Single Sign-On (SSO) using Okta across several company-wide applications, reducing the risk of unauthorized personnel access and data breaches.* Administered Active Directory server for CQ editorial department, CQ engineering team, and client support department.* Conducted monthly audits of employee end-user account access across various applications to ensure strict adherence to company security policies.

* Participated in the data center shutdown project after migration to AWS cloud, ensuring smooth transition and minimal disruption to operations.* Ensured access management across AWS resources to uphold security and compliance standards.* Served as a subject-matter expert on FiscalNote products, delivering exceptional in-house technical support to customers and clients, which contributed to consistent client renewals through expert advice.* Designed a major project to sunset and retire 4 web-based client-facing applications with a 100% success rate, demonstrating effective project management and execution skills.* Administered and managed clients’ SSL certificates on the F5 BigIP server to ensure secure and encrypted communications.* Enhanced the Freshworks Freshservice ticketing system to create a more user-friendly ticketing console for FiscalNote employees.* Utilized SQL and Excel to create data analysis reports for stakeholders, project managers, and executives, supporting informed business decisions regarding client interactions and product usage.

* Achieved a major upgrade on the Unitrends VMware backup and replication software without data loss, ensuring data integrity and system reliability.* Enhanced over 100+ client-facing templates using HTML, CSS, and JavaScript under FiscalNote products, improving user experience and product functionality.* Produced $50k+ renewal agreements from clients contributed by my support service, demonstrating strong client relationship management and revenue generation skills.* Delivered comprehensive technical support for all CQ products, swiftly resolving issues to ensure client satisfaction and meet their needs.* Expertly orchestrated the migration of WordPress server to a cloud-based environment and adeptly customized clients WordPress platform, instrumental in securing their contract renewal.* Documented multiple knowledge base articles and step-by-step training guides on the corporate internal Confluence Wiki.

* Acknowledged as a key client support representative, providing comprehensive IT front-end and back-end assistance for four distinct web-based applications, contributing to increased customer satisfaction.* Coordinated after-hours system maintenance deployment duties using Linux/Unix command line operations, ensuring minimal disruption to business operations.* Proficient in troubleshooting and resolving technical issues with Windows, RedHat, Apache, and WordPress, ensuring seamless operation of web services and applications.* Operated Unitrends VMware backup and replication system/software, ensuring data integrity and system reliability.* Configured and monitored the PowerMTA email server for CQ products, improving email delivery for clients and decreasing bounce rates.* Provided comprehensive client support services for a vendor's PAC software using Microsoft SQL Server, ensuring smooth functionality, compliance with FEC requirements, and effective resolution of FEC-related concerns for clients.

* Generated data analysis reports from Oracle databases using PL/SQL for various departments, senior management, and stakeholders, providing insights to inform strategic decision-making.* Reviewed and analyzed software defects in two CQ Roll Call products, leading to a reduction in the percentage of issues reported by customers.* Collaborated with the development team throughout the Software Development Life Cycle (SDLC) process to address reported bug issues and software testing within the company's applications.* Developed test plans and documented results to ensure software bugs were resolved before deploying patches to production servers.

* Managed defect tracking and project management using Jira and Salesforce to ensure timely software releases.* Delivered exceptional customer support in resolving both front-end and back-end technical issues on CapWiz, a web-based client advocacy application.* Reviewed and organized CVS and Darcs version control systems through Linux/Unix command line operations for developers, streamlining version control processes and improving efficiency in code deployment.* Assisted in refactoring Perl code, which helped reduce the number of bug tickets and the workload on the engineering team.* Prioritized and deployed security patches for Perl modules through Linux/Unix command line, effectively mitigating vulnerabilities and ensuring continuous system integrity.

* Identified, analyzed, and documented software defects on a web-based client advocacy application, CapWiz.* Designed automated daily reports by leveraging shell scripting, Perl scripting, and PL/SQL. * Developed and maintained regression and load testing using Mercury Interactive LoadRunner application on a web-based client advocacy application, CapWiz.* Optimized web form delivery through Perl scripting and PL/SQL for Federal and State Elected Officials, streamlining communication channels and improving response times.