Susan Jordan Email and Phone Number

- Created custom queries in Azure to extract security certificate data.- Analyzed security certificate data to determine compliance with security standards and KPIs.- Created visualizations in PBI that helped engineers resolve issues and provided leadership with KPI status.- Collaborated with leadership and engineers to provide a path to resolving certificate security issues.- Conducted ad-hoc reporting of Kusto data.

- Played a key role in redesigning and constructing a new Dynamics CRM ticketing system and Azure bot service for the Financial Support Team, demonstrating critical thinking skills and technical expertise.- Evaluated ticketing data to determine areas of concern and planned to improve the quality of service.- Demonstrated my ability to Collaborate effectively with stakeholders, coordinate with Partner teams, and manage support operations to ensure quality customer service, reassuring the audience about my teamwork skills.- Redesigned reporting methods from SSRS to PowerBI and Flow.- Built Weekly, Monthly, and Quarterly reviews with ongoing project status.

- Collaborated with stakeholders to determine reporting methods on AIR.- Developed dashboards for several teams in the VMA workspace.- Created Flows to process data from Kusto queries.- Troubleshot and resolved Kusto query performance issues to ensure minimal resource impact.- Created Kusto queries for dashboards, monthly reporting, and ad hoc requests.

- Created PowerBi Dashboards from Kusto, SQL, Excel, SharePoint, and other data sources.- Collaborated with PM & Engineering teams to create new dashboards and reports.- Managed weekly reporting for the Azure Team.- Created SQL and Kusto Ad-hoc queries to evaluate VM creation and performance.- Created PowerBI dashboards to evaluate usage and trends.

- Created new reporting methods for weekly reporting and MBR.- Designed client-facing reports.- Conducted quality assurance of TFS VSO data for conversion to the new ticketing system.- Designed PowerBI reports for client-facing dashboards.

- Provided and implemented recommendations for improved process flow.- Created, modified, and troubleshot workflows, InfoPath, and Web parts.- Provided solutions for SharePoint to SQL data connections using Power Apps.- Provided security structure for sites.- Reverse-engineered SQL server databases, SSIS, and SSRS structure.- Built SSIS packages importing data from multiple servers and sources. Created T-SQL queries to gauge Job(s) functionality.- Generated process flows of complex Stored Procedures.

- Partnered with CEO and CIO to develop offering platforms.- Formulated strategies for managed services operations.- Developed engaging social media and web content tailored for customer-facing platforms to enhance brand visibility and engagement- Created PowerPoint decks for customer proposals, business engagements, and strategy sessions to enhance communication and drive engagement.- Assessed client environments and provided actionable improvement recommendations.

- Managed daily s meetings and resolved and escalated blocking issues. - Designed workflow that permitted consistent and measurable output.- Create processes for managing content types and transforming content and metadata- Coordinated with content creators and editors to address questions regarding content or intended structure- Resolved bugs and validation errors on existing xhtml files in compliance with SGML and W3C standards- Produced xhtml pages from text files in compliance with W3C standards- Developed and implemented customized solutions, including site design, web part, web services, and InfoPath forms, demonstrating my ability to tailor solutions to specific project needs. - Evaluate the teams' distinct cultures, workflows, processes, and procedures to ensure the site structure's optimal functionality.- Create a project plan, functional specs, project schedule, and user guides. - Design a comprehensive interactive OLA Diagram and up.

- Conduct research, reproduction, isolation, troubleshooting, root cause analysis, and issue resolution for all escalated issues. - Analyze ticketing trends and issue resolution times to determine what processes need to be implemented to improve productivity. - Deploy methods to increase customer satisfaction with work performed by the team. - Monitor server and system application alerts and resolve issues.

- Design, develop, and SharePoint sites, InfoPath forms, workflows, and web parts.- Create dashboards using SSRS, SSIS, HTML, CAML, and third-party software.- Develop SQL to SharePoint Solutions using BDC- Create SQL server constraints and develop relational database schemas.

• Create SharePoint solutions for IT IS department. • Manage SharePoint users and groups for 300+ users and 75+ Groups. • Implement dashboard solutions for datacenter reporting utilizing Excel Shared Services. • Create functional reporting solutions for new and existing business.• Create QBR, MBR and weekly reports for Microsoft’s Datacenters.• Resolve reporting discrepancy issues.

- Evaluated Metadata content to ensure accuracy in loaded files.- Created Search term coding.- Executed indexing, searching, and filtering email and files.- Generated custom reports at different stages and throughout the lifecycle of a project.- Supported Discovery Partner®, including creating custom web reports and custom queries.- Creating custom exports from Discovery Partner®.

- Worked closely with Business managers, Developers, and customers to ensure the robust functionality of BI/IR applications, recognizing the importance of each stakeholder's input. - Troubleshoot data integrity issues between multiple data warehouses.- Developed SQL scripts to analyze and resolve data integrity issues. - Developed processes and procedures to effectively incorporate operational procedures into everyday practicality to resolve incidents and problems. - Provided training to First & Second level support personnel and deployed knowledge transfer plans.- Created a SharePoint Site for all Documentation & Scripts the team utilizes.

- Created complex SQL Queries utilizing multiple servers, databases, and database objects via Query Analyzer (T-SQL)- Utilized DTS to create reoccurring reports, perform data transfer tasks, etc.- Created reports using MSE data via SQL Reporting Servers and Siebel web interface. - Provided consultation and training for non-technical staff on various reporting technologies and applications.- Performed data analysis of dial-up networking infrastructure.

- Provided functional direction for the Customer Service team. - Performed first-level diagnosis of software, hardware, and network systems.- Evaluated and performed feasibility and cost-benefit analysis. - Developed clear and concise CRM reports utilizing Crystal Reports and Excel.- Created a Service Level Agreement (SLA) plan for the Executive Services support path.

- Synchronized staff scheduling and task delegation to ensure maximum productivity.- Collaborated with Tier 2 and Tier 3 personnel in the development of Tier 1 support procedures. - Created UNIX scripts to monitor and troubleshoot production systems.- Identified, researched, and resolved incident tickets for 180 applications supporting 3000+ internal customers. - Managed network and system incidents to ensure 99.99% network availability. - Collaborated with vendors to improve and develop Process Improvement Plans.- Analyzed and evaluated incident trends to improve the quality of service. - Developed process flows for troubleshooting and incident management. - Authored Methods of Procedures for Tier-1 support personnel.

- Provided network and desktop support to internal customers.- Managed user accounts, permissions, and Windows NT/2000 network hardware.- I administered the PC component and software procurement process. - Designed software licensing database via MS Access.