A Software Support Engineer that works with the IT-SOC team to support the many applications that Charter runs on its internal network for development, monitoring, or communications.• Run maintenance reboots, patches, and upgrades for several application.• Complete access requests and decommissions for several applications’ user access.• Create documentation for common processes and configuration specs for supported applications.• Help start up and decommission applications that are needed for the internal network.• Monitor applications and server statuses that are related to reported issues or changes.• Use Cherwell ticketing system to complete and direct access, decommission, change requests across the business.• The list of application I supported hands-on are listed as: ITCA – UIM, AppDynamics, DataDog, NTP, Varonis, Cisco ISE, Cisco Prime Infrastructure, Grafana, Enterprise System Database (ESD), and Opengear Lighthouse.

Will be using and analyzing the Software-as-a-Service Enterprise System(ES) from SKYGEN, that the company uses for many of it's business processes. I was responsible for production support, documentation, testing, and configuration of the enterprise system. Assisted in quarterly releases using an agile delivery methodology. Also perform business analyst functions such as needs assessment, planning, analysis, traceability and monitoring, evaluation, realization, and close-out.• Responsible for implementing SKYGEN Enterprise System (ES) quarterly releases, including coordination and/or execution of preliminary and detailed impact analysis of all system changes with business owners, IT, and Project Services• Responsible for system configuration, coordinating mass updates, and change requirements• Develop data/test scripts used for automated and manual testing scenarios for use in facilitation/execution of smoke testing, regression testing, and User Acceptance Testing (UAT) of ES releases• Triage and report issues found during release testing and ensure readiness for production• Participate in organization-level strategic initiatives as well as operating system process-based initiatives • Responsible for ES Project Change Request (“PCR”) intake, prioritization, and management across the organization• Further analyze system functionality and identify/recommend enhancements and/or process changes to accommodate future operational and product needs• Provide defect management and coordinate deployment of solutions with ES vendor and internal resources• Manage inventory of business process workflows, training catalogs, custom functionality, and test cases• Proactively anticipate problems and provide alternatives as needed• Establish a rapport with the internal business unit leaders that fosters on-going communication about the business to build an appreciation of the business needs so that proactive solutions can be developed to meet those needs

A consultant that will learn and understand a client’s organization process. Using multiple tools and programs to create analysis and descriptions of the client’s computer system and present possible resolutions for the client’s problems.Edwards Jones – Join the Data Obfuscation team, where we were tasked to mark and record any of the Personal Identifying Information (PII) in multiple client databases. • Created training material with definitions of the PII and talked with newly hired teammates on the procedure for Security Reviews. • Analyze Databases to identify and mark the PII within. • Created Business Process Document of our team’s Security Review process to deliver to the client. • Coordinate with the team on having tasks assigned and track the progress that we are delivering.Client Org Chart & Onboard – Internal projects for Daugherty team members to use to help create value within the company. • Tasked with making wireframes for the user stories to be passed on to the Developer to build. • Work with Scrum Master to create Acceptance Criteria and User Stories for future implementations. • Participate in daily stand-up and daily Agile meetings to construct value to the current product.Anheuser Busch – Day to day responsibilities for Support Center and Data Stewardship duties regarding inquiries and issues with the operation of A-B Mobility products with support of a Data Governance team. • Process incoming requests, monitor/update open tickets, document issues/resolutions using a helpdesk tracking system. • Installing, configuring, and troubleshooting software/hardware on desktops, laptops, PDAs, and Servers deployed in a Microsoft network environment. • Working knowledge of internet/network concepts to effectively troubleshoot issues (i.e., basic LAN/WAN connectivity issues). • Assist customers with system upgrades during non-business hours when necessary.

• Check in clients’ devices to be repaired while making proper notes for repairing the device, following Geek Squad standards.• Repair clients’ computers by running diagnostics, security scans, and system updates, removing unnecessary programs, and troubleshooting and resolving original issues.• Communicate with clients to obtain additional information for repairs as needed or discuss possible resolutions.• Train new hired agents on Geek Squad procedures, practices, and troubleshooting techniques.• Assist customers and coworkers with resolving questions related to Best Buy products.

Inform electronic retail store employees about the latest HP products and information. • Traveled to multiple electronic retail stores and educated customers on HP products compared to competitors. • Discussed various products with retail employees to expand product knowledge. • Participated in weekly conference calls to discuss sales and promotional items with team. • Demonstrated HP printers and computers functionalities to customers.