Tyrell Jones Email & Phone Number

• Maintain and support SQL databases and environments• Responsible for implementing and maintaining computer applications, including troubleshooting andmodifying program systems• Configure moderately complex application changes for Energy Trading and Risk Management Systems(ETRMS) applications, interfaces and databases• Perform 24-hour on-call support and serve as primary business contact for overall IT processes andpolicies• Assists with SSIS, data integration, project planning, and provide consultation to internal customersregarding need assessments and system requirements

Redmond, Wa

• Support engineering efforts related to the Systems Engineering group. • Assist with product life-cycle road map research and planning to support internal and customer products.• Technical writer and HTML/CSS developer for the Knowledge Base used by most Internal employees, including Tier I Tech Support, Tier Il Tech Support, Call Center teams, and other cross-functional teams. • Collaborate with stakeholders to design and implement system and application requirements• Write, narrate, and produce training videos and graphics for enterprise Knowledge Base site using Adobe Premiere Pro, Photoshop, and Illustrator. • Patch Enterprise devices for MS and third-party Avante updates • Communicate design and functionality changes to end-users and stakeholders. • Package, deploy, and manage enterprise-wide applications using the app-deploy toolkit and Configuration Manager Console.

Bothell, Washington, United States

• Oversee initiatives designed to advance continuous improvement, competitive advantage, and profitable growth. • Lead business process and workflow mapping/analysis using data capture and modeling technologies, methods, and tools. • Conduct market analyses for existing and future technology implementations of the Customer Contact Center. • Assist in developing UX testing requirements and testing scripts for pse.com, the PSE mobile application, and the PSE IVR cisco application for use before launch.• Collaborate with internal web development teams to provide end-to-end solutions for PSE.com user stories. • Develop and monitor metrics to ensure that the technological, reporting, and business requirements are being met. • Lead the Tools Development team in creating the Knowledge Management System and developing cross-functional collaboration between teams.• Maintain and update verbiage, style, and functionality of proprietary JavaScript-based tools for functionality at the request of Stakeholders. • Overhaul existing SharePoint site utilizing a combination of scripting languages such as SP.js, jQuery library, HTML5 and CSS3• Identify key areas to enhance the Call Center Efficiency. This includes Proof of Concepts for VDI implementation, Knowledge Base Management, and Operational Management.

Bothell, Washington, United States

• Provide onsite and offsite technical assistance to clients and maintain organizational computer systems, desktops, and peripherals • Install, diagnose, repair, maintain, and upgrade all organizational hardware and equipment while ensuring optimal workstation performance for office and fleet vehicles. • Spearhead pilot program to Identify resources and complications for enterprise Windows 10 Migration. • Create daily reports on team statistics through reports within Service-Now for the IT Desktop Project Manager and identify outliers for process improvement. • Establish and maintain relationships with call center management to identify and support the call center’s technical needs such as device refreshes, general maintenance, and computer repair. • Maintain excellent onsite and remote support for 200+ call center employees while overseeing 1-2 temporary contractors during periods of high-volume workloads.

Bothell, Washington, United States

• Apply advanced sampling & data analytic techniques from customer data to help with strategic initiatives, roadmaps & process models. • Analyze rebate qualifications and verbiage for external rebate applications. • Create presentations on new product feature ideas & opportunities by collaborating with product owners from the Energy Efficiency Programs. • Process and Manage PSE and Vendor Rebate applications submitted from PSE Contractors, Vendors, and Customers. • Develop a forecast model to identify peak periods of rebate influx.• Create a VBA application to track payment metrics and automate the manual mailing process saving ~12 hours a month

Associate Of Applied Science

Complete

Diploma