• Acted as a liaison between business stakeholders and the IT department, ensuring alignment between technology solutions and strategic business goals. • Collaborated with leaders to understand business needs, prioritize IT projects, and facilitate effective communication, project management, and collaboration between departments.• Completed CRM system standardization project proposal by gathering stakeholder requirements, documented functionality all existing CRM solutions, reviewed CRM vendor options, interviewed implementation partners, and finalized CRM system proposal for approval.• Assisted with IT project intake process development and system solution in Monday.com.

• Implemented Freshservice IT Service Management System to drive excellence in IT support by establishing and monitoring KPI’s for responsiveness and resolution. This solution also allowed visibility to development resource workload and performance. • Managed Oracle support to end-users, resolving issues, and optimizing system performance. • Led team in delivering Oracle enhancement and process improvement projects, ensuring timely completion and quality. • Assisted with Oracle upgrade project from 12.1.3 to 12.2.10. Utilized Jira for project management and issue tracking.• Encouraged professional development of IT team members through training programs, certifications, and skill-building initiatives to enhance their capabilities and drive career growth. • Assisted with project to improve all IT support including the helpdesk, core services, network, system administration, cyber security, and application development teams across 4 different IT service management systems. Completed proposal to standardize to a single ITSM (ServiceNow) and established IT ticket management processes for all IT support teams.

• Responsible for designing, developing, and maintaining Oracle-based applications and systems including Oracle E-Business Suite (versions 12.1.3 and 12.2.10). Modules supported: Order Management, Advanced Pricing, e-Commerce Gateway, Work in Process, Purchasing, Accounts Receivables, Credit Management, Quality, Shipping Execution, Inventory and Warehouse Management.• Facilitated requirements gathering, process analysis, and system integration for five distinct business acquisitions, ensuring seamless transition and alignment with organizational objectives.• Implemented SplashBI transactional reporting solution to replace the obsolete Discoverer reporting solution. This solution was utilized for developing hundreds of Excel format reports as well as numerous dashboards requiring real-time data from Oracle.• Designed and implemented dozens of Oracle PDF format reports (XML Publisher and Legacy Oracle Reports), and PL/SQL concurrent programs.• Gathered requirements, designed, and developed 12 systems to support business processes without a solution in Oracle using Oracle’s Application Express. • Implemented Conexiom (manual document processing solution) for over 100 customers automating both manual sales order and monthly rebate credit entry in Oracle. This solution accelerated order processing speeds by 88%, enabled 100% sales order and rebate credit entry accuracy, and allowed customer service representatives to focus on managing existing orders and assisting customers.

As a Global Service Desk Technician, I provide Tier-1 technical support for all Yahoos globally on corporate IT issues via phone, email, and live chat ranging from: password resets, hardware and software troubleshooting, account provisioning, network connectivity assistance to onboarding new employees. Through diagnostic tools, troubleshooting and basic problem-solving methodologies, I aim to resolve 90% of all requests at the Tier-1 level. My work requires that I document all support requests in an enterprise-level tracking system and continually think outside the box to find solutions for problems to keep Yahoos productive.