Montgomery, Texas, United States
As a Bachelor of Fine Arts graduate from Stephen F. Austin State University, I have a passion for creativity and innovation. I currently work as an Atlassian Tools Administrator at Confidential, where I manage on-site and remote IT support for over 200 employees, as well as SaaS migration and vendor management. I have core competencies in technical support, help desk implementation, and network administration, using various platforms and applications such as ServiceNow, Jira, Jenkins, Azure, and AD. In my previous role as an Atlassian Service Desk Consultant at Riverfront Technology Consulting, I collaborated with Care.com and other clients to provide customer support, operations, and project rendering for all Jira products. I also helped spearhead the server to cloud migrations, integrating CICD tools and creating team and company managed projects. I also have experience as a Mac AppleCare Advisor and Mentor at Kelly, where I resolved complex technical issues, coached and onboarded new hires, and coordinated product launches. I am motivated by solving problems, learning new skills, and delivering value to the customers and the team. I bring diverse perspectives and experiences from my education and work background, and I am always eager to contribute to the organization's culture and goals.
Architected enterprise-grade Jira Service Management workflows for legal, IT, and PPM intake systems. Built streamlined approval processes including BRD routing, EVP approvals, and multistage decision paths. Redesigned portals, automations, forms, and custom fields to align with best practices and reduce admin overhead. Improved service delivery efficiency through advanced automation frameworks and governance structures. Led cross-functional Jira/Confluence enhancements supporting operations leadership and technical teams
Built and configured Jira and Confluence environments for enterprise clients. Led integrations, plugin management, and governance standards. Provided onboarding, documentation, and configuration support for technical teams.
Continued collaboration with Care.com. Serviced as support to internal departments to ensure that IT needs are met. Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders. Active directory permissions, licensing, Onboarding/Offboarding. Jenkins admin. Azure and AD remote management. Security scans. Incident management and implementation. Work closely with infrastructure and escalation team to resolve issues. Customer support, operations, and project rendering for all Jira products. Create team managed and company managed projects. CICD tool integrations. Special work with Trello. Helped spearhead the server to cloud migrations. Complete technical documentation for the internal Infrastructure team. Global Confluence and Jira (JSM, ITSM, JS) products. Full workflow support. Agile support. Spearheaded best practices for the Atlassian administration team.Configuring & managing development & testing sandboxes; routine application upgrades; new product evaluation.
Multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues. Expert knowledge of IOS and macOS platforms. Go-to for customer support and internal mentoring. Operation multi- functional help desk environment. Also handled new hires on-boarding teaching macOS policy and emerging issues. Coached IOS advisors. Helped coordinate product keynote and launch. Work RTA with Apple Engineering on system bounties.
Served as escalation contact for Comcast Xfinity customers who need technical assistance via the phone or email. Perform troubleshooting using different diagnostic techniques. Troubleshoot, diagnose, and resolve technical hardware and/or software issues Provide quick resolution and excellent customer service. Provided feedback on processes and make recommendations on areas to improve through call listening. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Suggest improvements on procedures. Specialized work with LAN, WAN, VLAN, and MAN networking systems.Often monitor network access for bottlenecks, security threats or problems with connectivity. Configured and maintain firewall security to ensure the safety of company software, systems and data. Omnichannel ticket processing thru email, chat, and live support.Provisioning/rebuild of Xfinity VOIP