Provides APM Terminals tailored Observability solutions which enable deep and holistic understanding of business process behavior.Our purpose is to enhance system reliability, optimize performance, and facilitate rapid incident response, resolution and RCA.

o Managed a global team of 5 business analysto Led proactive deep dive analysis on item revealed from various performance analytics tools to lead to continual improvement on terminals system reliability o Monthly review with Regional Teams to collaborate and improve on reliability and performance.o Led weekly, cross-functional review of all alerts generated for global monitoring o Identified the most problematic and focused support team effort to improve reliability to reduce alertso Problem management facilitation as terminal subject matter expert to ensure that problems are solved effectively. o Assist with Root Cause Analysis and Post-mortem documentation to make sure it is valid and accurateo Responsible for the proper Business ownership is identified and correct parties are involved to determine the best course of corrective action to prevent repeat occurrences o Coordination with teams to complete any necessary Change Requests discovered in RCA/Cause mapping.o Trained Major Incident Management team on handling P1/P2 Incidents with APM Terminals.o Aide Monitoring team with alert and dashboard creation when necessary.

• Gather business requirements from global terminal customers, document requirements, communicate clear requirements to development team, test and implement development changes for specific requesting terminal• Support of APM Terminals global terminal portfolio by:o Daily email support inquirieso Incident and Request tickets management to resolutiono 24/7 Support Rotationo Workfront Request Management to resolutiono By daily support, assisted with expanding our Global Support Portfolioo Support function documentation to transition daily functionality to GC3• Assist with educational needs and training for team members• Support and assist via on-site as well as virtual with successful Go-Live Implementations• Site visits to global terminals for support and/or project related business• Relationship building and collaboration while on-site or remote communications with global terminal colleagues • N4 installations and patching for version upgrades to TOS environment• Implement of Elastic Stack/Kibana through installation and configuration to meet the business requirements and security governance set forth by the global security team.

• Manage eCommerce Support Team• Manage team of people dedicated to 24/7 support for terminal applications EDI including SparcsN4, Express, SPARCS and Configurable Gate for 10+ terminals in North America • Proficient in US Customs and Border Patrol AMS/ACE cargo inventory control and release notification system• Build and maintain customer relationships through weekly calls as well during multinational onsite visits• Developed and implemented custom EDI solutions to improve terminal efficiency• Support of terminal applications N4, Express/SPARCS, and Configurable Gate for 10+ terminals in North America• Collaborated with customers and business partners to identify business applications needs and direct their development to meet the business objective• N4 Go-Live onsite as well as remote support for global customer projects in areas of  System Administration setup, configuration, testing and production implementation EDI setup, testing and production implantation GATE setup, configuration, testing and production implementation. XPS Testing and monitoring Counseled with project stakeholders to ensures that business requirements were achieved.

• Support of terminal applications – Express, SPARCS, and Configurable Gate for 10+ terminals in North America• Proficient in US Customs and Border Patrol AMS/ACE cargo inventory control and release notification system• Key play for development and implementation of various EDI solutions integrated into the terminal TOS environment to improve efficiency• Monitoring of all inbound and outbound EDI an correction of any errors in processing• Navis Implementation experience• Express/Sparcs installations and patch upgrades• Provide training to various clients on Express, SPARCS and Configurable Gate