• Participated in multiple campus-impacting projects with cross-departmental teams ranging from front-line support personnel to executive leadership.• Designed workflow, developed process strategies, and made recommendations to improve project performance and user adoption while meeting business needs.• Performed data analysis and created visualizations for reports presented to executive team members to address areas of need in technology for non-STEM academic departments.• Consulted on research reports in an editorial capacity and as the technology subject matter expert.• Provided expertise and guidance on business process and system change through team and peer coaching.• Conducted research and analyzed complex technical information to effectively communicate with both technical and non-technical stakeholders.• Created technical documentation for Commercial Off the Shelf software products, including how-to guides, and best practice recommendations.• Collaborated with service owners and technical managers to ensure accurate and complete documentation of software features and functionality.• Edited and reviewed technical documentation to ensure clarity, accuracy, and consistency.• Developed and implemented service management processes and procedures to ensure operational and project work made progress with minimal resources.Accomplishments:• Worked across departments to facilitate a plan that incorporated different communication approaches for maximum effect on a low-interest topic. The strategy proved successful with a significant reduction in the number of help requests that are typically generated by technical communications.• Served as a project management mentor for service managers in need of support maintaining multiple projects and the balance between operational work and project progress.

Promoted to define and fulfill the new Lead IT System Analyst position specialized in business compliance management platforms. Established documentation, workflow protocols, and training for compliance review applications that had gone without technical oversight for more than 10 years.• Research, analyze, distill, and present information on business software technologies• Collect, translate, and document business workflow processes and requirements• Write articles and design how-to guides for internal and external use• Edit content written by application development intended for a generalized audience• Facilitate meetings to communicate complexities of proposed solutions and project needs, including executive level correspondence• Build and maintain positive interdepartmental and vendor relationships• Maintain information knowledge base using a Content Management System (CMS)• Determine regulatory and compliance objectives by studying current business functions, and evaluate output requirements• Recommend controls by identifying problems; write procedural guides based on findings to improve efficiency and adoption of organizational changes• Maintain a balanced focus on strategic planning, platform development, incident management, and training for the firm's core compliance technology platformsAccomplishments: • Converted 200 end users to a proprietary Multi-Factor Authentication (MFA) system during the sudden transition to a fully-remote workforce within a month.• Established escalation procedures for time-sensitive failure alerts resulting in a reduction of downtime average from days to less than two hours.

A large part of my role was to quickly learn new technical skills, systems, and products to meet continually changing business technology needs in order to advise on implementation strategies. Understanding everything from the underlying infrastructure to the User Experience (UX) and User Interface (UI) design was required for successful implementation.• Lead deployment of commercial systems and in-house software at an enterprise level• Balanced operational responsibilities with multiple projects on an ongoing basis• Advocated for inclusive software functionality to ensure accessibility needs were met• Identify, design, and implement application changes to improve the user experience (UX)• Documentation specialist/technical writer: create and distribute how-to guides, troubleshooting procedures, access request forms, Service Desk checklists and best practice documents• Routinely manage major IT projects; coordinating efforts across multiple departments, teams, and vendors• Project management: assist with testing, QA, enhancement rollouts, branch software and hardware upgradesAccomplishment: • Successfully persuaded executive leadership to adopt and fast-track a $250K firm-wide change prior to a mandatory critical platform update, sparing end users the chronic degraded performance issues later experienced by our peer firms.

Solved complex technical problems through self-led investigation and rigorous testing. Proposed permanent solutions with evidence of extensive testing in the firm’s environment, development of an implementation plan, and coordinating the lowest impact deployment with regards to ongoing technology projects and end users.• Published instructional guides detailing software features and changes• Maintained troubleshooting procedures in a knowledge base for business applications• Created templates and documentation standards for use throughout the IT department• Assisted with testing, QA, enhancement rollouts, branch software and hardware upgrades• Acted as internal support for Service Desk specialists with escalated issues

Provided technical support for multiple systems and applications at a financial services and investment firm. With numerous commercial and privately developed applications, this role required extensive analysis and critical thinking skills. Used internal and external resources to identify and resolve technical issues. Was considered the team go-to for dealing with technical problems that others were unable to solve.• Ensured that all troubleshooting solutions complied with the IT department’s standards• Devised low-impact deployments to accommodate sensitive business operations needs• Managed critical system outages and coordinated communications between vendor, internal IT groups, and the business end users

Lead specialist for escalations, supervisory requests, and technical inquiries. I monitored all urgent inquiries addressed to the dispatch department for our region, and ensured requested information was accurate and delivered in a timely fashion.• Wrote training manuals and procedural guidelines, improving employee onboarding• Analyzed incident reports for potential outages and coordinated response teams• Acted as liaison between field technicians and systems engineers• Edited department documentation, reducing unnecessary dispatch requests• Provided support for cable video and internet equipment, customer accounts, and troubleshooting• Monitored service call requests for patterns consistent with outages and initiating emergency response protocols

• Computer and mobile device configuration and support• Oracle, Markview, SQLFlow, Citrix support and use• SharePoint knowledgebase administration• Developed training documentation and how-to guides for internal and external use

• Trained new hire technicians on proper customer support and troubleshooting practices• Provided team support and peer advising during managers absence• Documented and communicated changes for support staff• Prepared detailed reports for call tracking, customer escalations, and network outages to senior management staff

• Provided support for DSL and cable broadband internet• Installation and configuration of network cards, hubs, switches, and routers• Approved trouble tickets for server issues that could not be resolved at a Tier 1 or Tier 2 level• Trained new technicians on customer service and support procedures