•Manage a team of engineers and application developers. Tier 2 team that supports 5 different scholarship application programs (3 internal/2 3rd party vendor hosted). Team is responsible for resolving data issues by developing/testing SQL scripts as well as small code changes to resolve bugs found within the applications•Developed a Change Management process, involving managing Change Request flow, and leading the Change Advisory Board•Weekly reconciliation of data exceptions (Data Governance) caused by missing/non formatted fields causing downstream funding issues •Experience managing ticketing/reporting queues within Jira application. Trained 3 departments on effective utilization of the application for reportable, actionable and documentation of issues•Created ticket management process to reduce ticket aging. In 9 months, ticket aging was reduced from 100+ days to under 30 days.•Utilize cloud monitoring tools (24x7, Azure) to monitor health of system and research/engage resources or restart services in Windows Server or Azure •Troubleshooting in LLE to find root cause• Monitoring Azure to ensure scalability is occurring due to increased traffic after sprints/releases. • Develop KPI’s for reportable team performance, using data within Jira queries. • Monitor for trends of reported issues, that may impact multiple users, and engage/escalate within SLA guidelines. • Establish working relationships with key stakeholder partners/departments, to keep updated to business needs/issues that are reported in order to assist with prioritizing deployment of fixes. • Created routine weekly data clean up process, which involved multiple departments. Created RACI for the data cleanup effort and all partners with responsibilities. Partner agreement to meet timelines, ensures that data is maintained and deliverable for Monthly file loads. • Forecasting future growth to ensure capacity is available for increase of scholarship applications and ticket volume

• Served as liaison between end-users and the information technology organization consultants during IT and technology consulting projects• Devised processes/procedures to achieve greater efficiencies and to solve the most complex business process problems related to application capacity and limitations, operating time, and desired results.• Point of contact in the training of client and technical support personnel on enhancements, new systems, or procedures.• Critically involved in new client deployment and support for Empower mortgage application. • Maintained an above average (above 95%) satisfaction client survey on worked cases/issues• Analyzing xml request/responses to troubleshoot technical hard stops of system integrations• Maintained an active pipeline of 80+ cases with multiple clients and conducted weekly status calls• Responsible for Incident Management and coordinating resources for Priority impacts to clients

• Building application test environments within Linux Ubuntu with clustered applications, database and NFS servers. • Knowledgeable in Linux Ubuntu, Microsoft SQL Server, and Postgres SQL• Lead project on planning and deploying Microsoft Office 365 licensing, application, and permission attributes (PowerShell) companywide. • Working with Azure Identity & Access Management (IAM) to create groups and grant access to individuals with Microsoft 365. • Assisted in State mandated audits by planning and creating SQL queries. • Responsible for planning, testing, deploying and validation of software upgrades for Atlassian products JIRA and Confluence. • Lead projects in procuring Asset Management software to update processes from Excel spreadsheets to state-of-the-art software (Device42) that allowed for real-time/visual server integrations and software license management. • Lead procurement of Asset Tracking software (Asset Tiger) to upgrade from spreadsheet tracking to a centralized software which has reporting, mobile check in/checkout, tracking of physical assets. • Led Project in planning and deploying Microsoft Azure MFA (Multi-Factor Authentication) to increase our IT security footprint.

Managed and mentored a team of 6 Level 2 Analysts to proven high producing statistics and upward mobility. Managed 3 applications, with over 7,000 users, with production support from loan level issues to system wide outages.• Troubleshoot escalated tickets to provide technical resolutions by determining which database tables to fix in order to allow the application to function as designed. • Trained staff on new issues and workarounds and worked closely with our call center to ensure all members have necessary information to resolve issues on first contact.• SQL trained for pulling reporting metrics and troubleshooting system outages (response times)• Developed KPI’s for my team for productivity review and developed scorecard reporting for teaching opportunities and to be used for yearly performance reviews to be used for bonus compensation. • Developed a defect management process to identify, track and provide cost analysis to the Business Team, in order to prioritize defects to reduce costs. In turn volume reduced between 40%-50% average/yearly. • Maintained a close working rapport with the Business department to assist with escalated issues that may impact an external customer. • Developed operational support processes to provide quality communication, reporting, and ticket management to a high standard. • Reduced costs from $971K to $9K, over a 5 year period, by developing a risk and reconciliation process to account for missing/stale data between LOS application and SOR application, which required Capital Markets to hedge pricing. • Managed system outages by analyzing issue and engaging appropriate vendor support and communicate to users and senior management on process to return systems to BAU.• Contribute to system releases by providing system validation and testing to ensure applications are 100%.

• Trained and managed 3 technical service representatives and achieved significant productivity with network troubleshooting• Handled offsite technical appointments for customers regarding Networking, computer hardware/software issues• Setup computers and networks for remote marketing events• Executed daily operations of reviewing escalated trouble tickets, from national call center, in customers reported issues• Coordinated technical liaison services between management, field operations and sales with new service markets and area expansion sites• Managed vendors and Purchase Orders (PO) for outdoor subscriber units and repairs• Analyzed and reported informed personnel of production quality assurance and sales departments of complaints and claims