Served as the lead developer for digital products and implementation. Participated in architecture review and development processes to ensure that products are developed to coincide with core back-office infrastructure. Identify, implement, and monitor best practices for technology architecture, while providing expert advice on key infrastructure initiatives. When a new back office was being designed, pivoted to a Data Analysis role amid slow configuration periods boosting our team’s analytical capacity and project efficiency. My role changed further when it was needed for me to become our team’s Incident manager to cover all JIRA tickets during the new back-office deployment. As configuration duties further dried up, I then built technical expertise across Kibana, Grafana, JIRA and xMatters as well as becoming the key monitoring and alerting expert for Kibana and AWS hosted microservices. • Utilized Agile and DevOps principles and planning throughout project development and implementation.• Provided advanced application support and training as the single resource who managed a huge influx of product configuration needs for the Sigma Systems Product Catalog that was still on SOA architecture.• While supporting various projects in parallel, was able to pivot to data analysis amid slow configuration periods, boosting the team’s analytical capacity and project efficiency by 30%.• Developed comprehensive reporting dashboards in AWS and Kibana that enabled real-time metric analysis, leading to a 50% faster decision-making process. • Innovated xMatters integration processes, reducing system downtime by 40% and improving incident response time by 20%.• Reviewed code and tested software for bugs and operating speed, fixing bugs and documenting processes to increase efficiency by 10%.• Learned React as needed to help contribute to teams ongoing configuration needs.• I am now actively pursuing additional courses in Power BI to enhance my analytical abilities.

Led successful enterprise launches. Liaised between marketing, IT, and installation teams to support business goals and objectives. Reviewed project requirements and provided feedback to marketing and IT, including requirement simplification and UI development needed to provide the changes requested.• Pivoted from working only on a home-grown configuration application using C# to working on EPC/MEC amid slow configuration periods, boosting team's production capacity and project efficiency by 15%.• Ensured deadlines were met with accurate data setup for each project launch.• Outlined changes made for testing teams, ensuring changes are correct and were made based on requested requirements, boosting changes in testing protocols, securing a 98% approval rate• Streamlined cross-department workflows between marketing, IT, and installation, resulting in a 15% faster project completion rate. • Pivoted from from working on Tier I & II support to becoming a business analyst working on a home grown application using C#.• Provide Tier I & Tier II support on several applications to over 19,000 end users that include both internal team members as well as external subcontractor type users.• Resolved an average of 100 emails related to custom applications, MS Office and computer configuration issues, while escalating an average of 5 per day.• Answer and resolved an average of 30 phone calls per day related to custom applications, MS Office and computer configuration issues.• Work closely with IT development to assist them to understand and resolve escalated issues. • Provide written global communication to users when global downtime or issues occur notifying them of the issue and status.• On call weekend support once a month.• Handle monthly reporting for active and deactivated end users.

• Managed customer inquires both in person and on the telephone.• Assisted customers with problems on their account and helped alleviate transition problems with their cell phone providers• Managed day to day office operations

• Interface directly with customers to provide assistance and resolve problems• Supervise product inventory; verify quantity and quality of products received• Managed A/P, A/R, invoice posting and daily bank runs.

• Provide excellent customer service to account holders• Assist customers with account modifications such as account modifications and changes of ownerships• Performed customer credit checks, plan changes and billing research• Averaged 40+ outbound calls a day while adhering to customer support standards

• Provide effective and timely resolution of a range of customer inquiries• Assisted customers with unit changes, unit swaps, rate plan changes, billing issues while providing superb customer service• Handled a high influx of inbound calls within the call center environment• Utilized multiple call center support applications to efficiently assist customers

• Responsibilities included working on the Turbo Tax project. Assisted customers with ordering any of the turbo tax products, billing issues, re-routing of incorrectly mailed products, and providing technical support of any Turbo Tax products. Average calls per day range from 70 to 80, while adhering to set support center statistics and standards, as well as quality assurance and answering and assisting customers with any all questions regarding their Turbo Tax order and products.

Responsibilities included receiving funds from customer for payments, mail clerk, file clerk, bank runner, posted payments and charges for account receivable, researching billing and delinquent accounts, Closing work orders, verified mechanic labor totals versus hours worked daily, imputing data into Daily Operation log, performed month end accounting to ensure labor, labor cost, etc. and other office duties as required.

Responsibilities included balancing incoming deposits and withdraws, encoding route number, amounts, check numbers, account numbers, etc onto incoming checks and deposit slips.

• Responsibilities included building air bag inflators by hand, welded air bag inflators/parts, Part of an assembly line for the propellant/explosive product, engineer assistant for wash line, lead operator for wash line, Supervisor of wash line which included scheduling for wash times, employee work times, wash amount, ordering of products, and other office duties as required