• Monitored cloud-based applications and infrastructure using SRE principles, escalating alerts to relevant teams, which resulted in a 20% reduction in Mean Time to Acknowledge (MTTA).• Participated in service outages and escalation calls, enhancing communication efficiency and reducing Mean Time to Resolve (MTTR) by 15%.• Analyzed performance dashboards to identify and report anomalies, leading to a 30% improvement in system availability (Uptime).• Collaborated with technical stakeholders to define system and business requirements, streamlining the monitoring onboarding process by 25%.• Configured and tested monitoring tools for cloud deployment, enhancing observability and visibility across the environment by 40%.• Developed and maintained monitoring dashboards and custom alerts, increasing operational visibility and reducing alert fatigue.• Established and documented monitoring thresholds for supported applications, improving performance compliance metrics by 20%.• Managed relationships with functional teams to deliver monitoring change requests on time, achieving a 95% stakeholder satisfaction rate.• Contributed to continuous monitoring initiatives, resulting in a 10% increase in operational efficiency and improved incident response capabilities.• Took ownership of monitoring tickets, driving resolution within SLA/OLA requirements, achieving a 98% compliance rate with operational objectives.

• Executed end-to-end manual and acceptance testing, achieving 95% alignment with stakeholder requirements and meeting 100% of sprint deadlines.• Managed defect logs and collaborated with development teams, resulting in a 90% issue resolution rate and effective confirmation of fixes.• Worked with Agile teams to enhance testing processes, contributing to a 20% increase in successful product releases and elevating customer satisfaction.

• Monitored cloud-based applications, achieving an 80% success rate in meeting Service Level Agreement (SLA) metrics for ServiceNow tickets while escalating alerts to on-call responders for timely resolution.• Established and documented thresholds for applications, improving support response times by 25% and enhancing consistency during service outages.• Collaborated with third-party vendors for client data restoration, conducting data recovery testing for SOC2 audits to ensure compliance, and mentoring team members to foster a positive culture.• Successfully deployed web and application updates, ensuring seamless integrations, while earning the Kelly Services Outstanding Employee Award (2015) and WK Flash Award (2016) for proactive issue identification.• Achieved promotions from Deployment Technician to NOC Technician (Dec 2016) and to Senior IT Operations Associate (May 2019) for demonstrated technical and leadership excellence.

I was employed through Kelly Services from September 2013 to February 2014 as a contractor for Wolters Kluwer.• Enhanced product quality and customer satisfaction by creating and optimizing detailed test cases/scripts, resulting in a 30% reduction in defect rates and a 15% increase in customer satisfaction scores.• Utilized IBM Lotus Notes to track, log, and generate reports on defects, improving communication efficiency and facilitating timely issue resolution with a 25% faster turnaround on defect fixes.• Received the WK Flash Award (2014) for outstanding contributions to last-minute signoffs, ensuring successful and punctual product releases, which maintained a 100% on-time delivery rate for key projects.

*Please note this is mostly voluntary or pro-bono work.• Diagnose and resolve technical hardware & software issues involving Windows OS, printers, and other electronics• Provide answers to customers by identifying problems, researching solutions & guiding customers through corrective steps, including documenting solution for future reference• Maintain and repair, through troubleshooting component replacement, workstations and peripheral devices.• Setup new systems and re-image existing workstation

Here are the major bullet points condensed concisely:- Consistently recommended Product of the Month, driving **15% increase in upsells**.- Provided personalized consultations to understand customer needs for printing, scanning, and shipping.- Demonstrated consultative skills to anticipate requests and suggest optimal solutions.- Achieved the **Purple Promise Beacon Award** for outstanding customer service and exceeding company expectations.- Balanced daily cash accurately and created cashier banks, ensuring secure cash deposits.