I am an accomplished information technology professional with a proven history of maintaining seamless enterprise-level systems and applications. I adopt innovative solutions to streamline processes and enhance user experience. I am instrumental in troubleshooting, problem-solving, and delivering exceptional technical support to end-users, driving efficiency, and minimizing downtime. I have a strong ability to adapt to evolving priorities, deliver high-quality support, and enhance service level performance. I am known for outstanding collaboration abilities, fostering productive relationships with cross-functional teams to meet organizational goals and objectives.Technical Proficiencies:SQL Server | Salesforce | ServiceNow | SugarCRM | LabVantage LIMS | LabWare LIMS | SAS | TIBCO Scribe | BMC Track-It | Dynamics AX | VisuantAreas of Expertise:● User Support● User and Access Management● Cross-functional Collaboration● Performance Monitoring● Security & Compliance● Documentation & Training● Configuration Management● Troubleshooting● Planning & ExecutionCareer Highlights:● Implemented a weekly review process for open incident tickets by producing detailed daily and weekly reports, leading to improved ticket assignment and resolution within Service Level Agreement targets through structured team meetings.● Achieved exceptional service satisfaction with an average rating of 4.89 out of 5 from 140 service requesters, reflecting a strong commitment to quality support and customer care.● Processed and formatted 400K customer records for a tire satisfaction survey, delivering cleaned data that enabled the manufacturer to assess customer feedback amid critical news coverage.● Created and delivered customized SAS and SPSS datasets from a recent study, meeting specific requirements for a vehicle manufacturer, which led to the successful acquisition of a subscription and transition from their current data vendor.● Demonstrated adaptability and efficiency by balancing daily support requests with the successful completion of long-term projects, ensuring all objectives were met despite changing priorities.● Exhibited strong teamwork and versatility by taking on additional responsibilities when coworkers transitioned to new roles, which ensured continuous operations and reduced costs for the organization.● Adapted to technological advancements by transitioning from on-premises to cloud computing, demonstrating flexibility and a commitment to staying current with industry standards.
Listed skills include Market Research, Microsoft Sql Server, Sas Programming, Visual Basic, and 13 others.
