HighlightsReconciliation of backdated transactions for Maryland Transit Authority. 20MM records monthly, over eight months. Trained in proprietary software, actively monitored SQL script.Worked within Agile/Scrum methodology to support team workload as a Data Analyst Apprentice.Independent verification and validation of data tickets.Worked within PS SQL to develop complex queries.Strategized with multidisciplinary team members for coordination of daily tasks and database management. Responsible for handoff and monitoring of database jobs while other priorities took precedent. Quick learning allowed for reliable performance on short notice.Used Jira, Kanban boards, proprietary software.

Full stack Development Training with Launch Academy.Worked collaboratively with team of 4 to develop mobile responsive websites.

Administered incoming quality control, production tickets for five airplanes at a time, 50-100 tickets weekly. Created technical resolution instructions for repairs or replacement components. Identified key issues that could be impacted to ensure safety and regulatory compliance.Strategized with multidisciplinary team members for coordination of daily tasks and ticket management.

Performed onsite hardware installation for hundreds of users; primary agent for specific geographic region for Nielsen. Tracked user data from television, console activity and generated reports.

Program, troubleshoot, and adjust lighting to meet customer needs and state regulations; coordinate field electricians and maintain reports.

Resolve customer inquiries and technician cases through triage and troubleshooting; dispatch technicians and manage tickets.

Resolve customer inquiries through triage and troubleshooting; manage asset allocation, retrieval, and destruction.

Utilized multiple systems to ensure confidential information is securely storedInterpret customer needs into deliverables to provide the best possible serviceEnsured one time project milestones were met and reported program metricsDrove results from my team to solve escalated scenarios

IT support case management for internal co-workers and vendor software companiesWorking with customer to understand and resolve technical problems with wireless networkingAssigned as a lead within my first 60 days on the jobSupported representatives with advanced technical issues and solving escalated situations to resolve all customer complaintsResponsible for mentoring new hire classes to teach customer service skills and build confidence Working knowledge of windows and mac operating systemsDocumenting troubleshooting steps and resolution cases for use in future help desk tickets

Ran manual test cases and authorized certification of softwareReporting new bugs quickly and accuratelyTracking progress of bug report through Triage escalation

Assisted management with supervision of lower level employees with task management and trainingCoached sales tactics and time management to run the sales department efficientlyUtilized team sales tactics and company tools achieve daily, monthly, and yearly store and company goalsManagement of point of sale systems