▪ Provided front line production support to end users. Investigated and fixed user issues and communicated timely updates as progress was made. Consistently met or exceeded user satisfaction targets.▪ Monitored and validated application functionality using SQL queries, shell scripting, and Splunk. Researched issues as they were found and provided developers with insights to get them resolved. ▪ Trained offshore resources on the production support role and reduced the team’s overnight on-call workload by 50%.▪ Provided help desk support for troubleshooting training module issues. Closed 80% of backlogged tickets and had a ticket close rate that was 20% better than the average peer. ▪ Participated in a platform migration to ServiceNow. Was asked to become an early adopting platform SME, train peers, and be a champion for the change. All users were migrated within the ambitious 6-month schedule.

▪ Investigated client billing data for errors. Analyzed chargeback requests for disputed transactions and identified any flaws in data. Created detailed reports for clients to review and resolved 80% of disputes without further escalation.

• Analyzed MS Excel data from pay statements to identify errors using VLOOKUP, in which correct deferral rates differed from actual contributions. Used conditional formatting to eliminate duplicate entries.• Built MS Excel pivot tables to calculate proper contributions. Summarized and analyzed data, comparing patterns and trends in the data deferral rates for each pay period.

Examined and analyzed methods for facilities to use to conserve resources and reduce usage of energy, water, waste and emissions. Provided a framework for a greenhouse gas mitigation report.

One of only three interns chosen in highly selective 4-month internship. • Identified, recruited, and interviewed prospective personnel for positions in newly opened target market.• Strengthened employer’s competitive edge by conducting technical assessments of rival company’s tutoring app.• Lessened competitors’ advantage by researching new business trends and models.

• Collaborated with five team members in both field and laboratory settings.• Identified, counted, recorded, and analyzed outfall locations and data as part of a comprehensive survey to map all stream outfalls in Lancaster, PA metropolitan area.