Atlanta, Georgia, United States
To whom it may concern: I am capable of assisting your organization to reach its goals. My testing experience and ITIL foundation knowledge are the building blocks for deploying a successful project. In 2013 I challenged my team to increase the number of identified problems by working more closely with development and building relationships with business owners and subject matter experts. Our QA efforts were able to identify 230 problems, 40 defects, and several change request.
- Supported large multitier redundant IT environment with web and application servers sending 300k messages to SOA middleware queues, application and DB environments. - Introduced ITIL best practices to manage support teams in US, China and India while achieving new milestones in all KPI’s. Leverage Configuration Management Database to identify components. - Work with executive management to define and agree on defect prioritization and severity categorization to improve SLAs and first call resolution times.
• Maintained staffing levels while handling 25% more tickets YOY. • Developed and led a “212 Degrees of Excellence” initiative which resulted in a MTTR improvement of 54% for Priority 1 tickets and 298% for Priority 2 tickets YOY. • Reported and debugged application flows and bottlenecks using Splunk, Wily and AppDynamics. • Reviewed Linux user jobs and terminated threads when appropriate. • Improved Application Support service levels (SLA) adherence by 33% YOY. • Drove defect prioritization and scoping reducing the defects from a 2010 year end total of 145 to 98; 788 defects have been opened during that time span. • Achieved new milestones in all KPI’s while working through the death of two key employees. • Drove TCPS knowledge transfer task force between Tier 1, 2 and Development reducing the number of TCPS orders that needed help desk tickets down from 80% to 34% in two months to start 2013. • Championed the fix of 16 high-profile defects in Q4 2012 and Q1 2013, 4 of which previously required an FTE Application Support equivalent to resolve through a workaround.
• Supported client hardware and software solutions for fortune 500 pharmaceutical companies and focused on software delivery and configuration. • Involved in deployment and maintenance planning, change management, weekly status meetings, and change control.
• Contracted with Diebold as a county technician working on Microsoft server configurations for the State Of Georgia elections commission. • Assisted customers with software configuration and usability issues which included both custom and commercial applications on Microsoft Server, Microsoft SQL Server, and IOS Cisco Routers.