• As a Technical support Analyst 2, I help to ensure that our technicians consistently deliver solutions to meet customer needs. To address this, I take a proactive role in assessing solutions based on business needs, policies, and scalability plans. Through my leadership and analytical skills, I provide recommendations for prioritizing system and documentation enhancements, as well as resolving issues promptly and effectively.• Maintained strong customer relationships with multiple companies by providing technical support and delivering user training on ProPricer software. Collaborated closely with clients to understand their IT infrastructure and how they utilize our software in their proposal processes. Leveraged my interpersonal skills to effectively communicate with their IT teams, guiding them through installations, upgrades, migrations, and offering customized solutions to maximize software utilization.• Initiate and lead one-on-one discovery calls with customers, facilitating troubleshooting process and collaborating with Developers, Customer Success Representatives, and API teams to devise tailored solutions as required. Demonstrated technical proficiency and collaborative skill I consistently achieve solutions that uphold and enhance customer satisfaction.• Leverage DevOps, Dynamics, and Splunk for effective case management and log assessment during troubleshooting processes with customers. Proficient in utilizing Azure to simulate user environments by creating Virtual Machines with Linux, Windows, Ubuntu, and Parrot OS. Additionally, adept at navigating SQL and Oracle databases to facilitate customer access to data within our software.

• Through the assessment I reviewed evidence and technologies that process data, cyber and fraud detection and verified network architecture in the PCI DSS framework against NIST and ISO. • Perform Payment Application (PA-DSS) technical control assessments to validate payment processing software used within Point-of-Sale are adequately protecting credit card data via appropriate use of cryptography, authentication, secure coding practices, and other technical controls.• Work with PCI QSA Consulting team to write and communicate on assessments with clients.

• Increased store sales by 20 Million in 4 years by improving processes and operations of the store. I did this by observing store processes, implementing routines to teams and making improvements based on sales data and time metrics. I also improved productivity by streamlining how products were prioritized and how much they put onto our shelves based on the sales metrics per week and sales future forecasts. • Increased team morale and motivation by helping / listening to the team based on what they wanted to achieve while working with me, this also led to increase the productivity. I promoted 10 managers, 2 store managers and 2 assistant store managers in the 4 years I was a store director. • Implemented data safety procedures in the store building. I added keypads to sever rooms. I also created a social engineering training for store teams to be able to asses when they were in potential of being part of a scam. I also secured terminals and devices to be able to limit data exfiltration.

• My store passed all regulatory assessments in the 4 years that it was owned by me. I managed regulatory compliance with HIPA, PCI DSS and other government agencies. Kept records, training materials and training up to date using workday/ peoplesoft. This was done by conducting consistent regulatory assessments based on frameworks set by agencies. • Improved productivity and sales in the fulfillment center by 20K. This was done by improving worker motivation by giving real-time feedback on personal metrics. By improving each persons productivity it led to higher units per hour which led to consistent growth in the work center. This led to the 20K/ (50%) growth in the second year.

• Completed LA25 project series to collect sales and customer data 2 weeks ahead of schedule. Used Microsoft projects to create a timeline for all store teams and contractors/ sub-contractors to ensure that milestones were met to keep projects on time. This was used to make sure that each team followed a proper cadence so that teams were not in each other’s way. Being 2 weeks early allowed us to follow up on outstanding work orders. • I led VP meetings to explain the processes, wins and opportunities of working with construction and store teams in the same space. I explained how we could do it better for future projects and how we can make it easier for other project managers to lead this process. From this I was able to build training materials and lessons learned from my process for the company. • I led weekly status meetings to be held with construction, General contractors and field managers to set timelines and milestones to be delivered. This made accountability measurable and able escalate issues timely as to not affect the overall project.

• I became a team trainer for logistics managers in the district and helped to build foundational training materials for them. Trainees spent 5 weeks in my store and 1 week in their store where I would shadow them. They would be able to ask questions specific to their store and how to implement best practice the situation they were in. This process became standard training after my first year when they saw the benefit of the store shadow. This led to a stable district staffed in the logistics work center.• Awarded best logistics manager in the district 4 years in a row for outstanding metrics and development.

- Supply clerk- New account set up- Children program Director- Cataloging and Filing- Customer relation