Technical Business Analyst

• Mar 2023 - Present

Founded in 2004, RightCrowd (ASX:RCW) is a leading provider of safety, security and compliance solutions to some of the world’s largest companies. RightCrowd has offices in the USA, Canada, Belgium, Philippines and Australia. Combined with our long-standing relationships with major security and business systems vendors, we deliver world-class solutions to meet our clients’ most difficult security and compliance challenges. Trusted by the world’s most respected companies, we have successful deployments in industries covering healthcare, critical infrastructure, mining, technology, manufacturing and financial services. Visit www.rightcrowd.com for more information on our complete range of solutio

Short Term Rentals Property Manager

• Jan 2023 - Present

[Property Manager] | [AirBnB Superhost] [Business] 2022 - Present Core Responsibilities: ● Manage and overlook daily operations of 4 individual properties ● Answer multiple guest inquiries and bookings on daily basis ● Increased customer response and satisfaction rate to 100% for every property ● Improved occupancy rate to 58% within a month ● Streamlined cleaning and maintenance services, reducing property turnaround time to 2 hours ● Achieved property rating to 4.89 achieving superhost status in 2 months Maintaining property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises. Establishing rental rate by surveying local rental rates and calculating overhead costs, depreciation, taxes, and profit goals.

Cybersecurity Development Support II

• Mar 2013 - Jan 2023

Act a direct link between internal support and BlackBerry development teams. Liaising with both internal and external stakeholders to deliver technical solutions Identify issues by analyzing code, reviewing log data while working across multiple teams to provide solutions. Code collaboration and analysis. Visual Studio, Eclipse Direct code changes, bug fixes scripts and automation. JIRA, GIT, CodeCollaborator Network and process analysis. WireShark, WinDBG HEAP dumps Root cause analysis (RCA) reports for every escalation to be used by clients and support teams Resolve difficult and political issues through collaboration with internal colleagues Develop thorough documentation for internal stakeholders and customers. Working collectively on stories and epics Administer the on-call rotation of technical staff, strategically planning and delegating staff to ensure operational efficiency Key Achievements: Subject Matter Expert on Active Directory integration, cloud, data execution prevention, iOS, and Exchange Mail Server, producing articles and updates on each function Honed an in-depth knowledge of products, services, and backend by completing all additional training available Consistently achieved and exceeded KPIs De-escalated and resolved difficult customers issues by communicating technical information in an easy-to-understand, honest manner

Sr Technical Support Specialist

• Sep 2012 - Mar 2013

2nd level support for internal Technical Analysts Resolved, documented and provided RCA reports on high-level escalations Mentored and guided new analysts, providing both low and high-level training and shadowing. Took ownership of high complexity issues providing direct progress updates and next steps and current status. Creating updating and correcting internal and external knowledge base articles 2nd level support for internal Technical Analysts Resolved, documented and provided RCA reports on high-level escalations Mentored and guided new analysts, providing both low and high-level training and shadowing. Took ownership of high complexity issues providing direct progress updates and next steps and current status. Creating updating and correcting internal and external knowledge base articles

Software Development Support

• Sep 2011 - Sep 2012

Lead Technical Analyst

• Sep 2010 - Sep 2011

Spearheaded the set-up and ramp up of a new Singapore office - over the course of 2 years. Conducted recruiting, training, and mentoring multiple teams in order to quickly align those with organizational procedures and goals Coached and mentored analysts by delivering technical training. Directly in a classroom, via telephone or video conferencing and remote travel. Indirectly impacting career growth of multiple individuals.Delivered both direct and indirect training on new and existing products to both internally and to customers with frequent on-site travels.Offering direct support to customers on-site. Directly overlooking technical operations of key customers including but not limited to: T-Mobile, EOP, Wells, Goldman and BoACreated and delivered training material to both new and existing Analysts, including outsourced companies in Windsor, Rochester, and Singapore Regulated career development by coaching and grading staff and further recommending individuals for new positions and promotions

Senior Technical Support Analyst (DART)

• Oct 2006 - Sep 2010

Administered world-class support to premier-level high value customers. Banks, governments, utility companies and various large organizationsOwned and managed over 40 high profile, time-sensitive, and critical cases directly through BlackBerry Premier SupportPlanned and conducted multiple customer on-site visits for the purpose of: information sessions, environment improvements and managing critical situations requiring tech-on-sitePrepared, verified and executed multiple customer infrastructure upgrades of database and application servers related to BlackBerry Enterprise (BES) solutionPerformed annual health checks while creating in-depth system reports regarding performance load reports and statistical growth expectations

Technical Support Specialist

• Oct 2004 - Oct 2006

First line support for BlackBerry end usersTriage, analyze and document issues Redirect calls to the appropriate team after collecting all relevant dataProvide detailed RCA reports of completed casesPartook in internal and external training to advance product knowledgeQuickly learned and mastered the product through self and instructor led training.Directed technical support for the BlackBerry Desktop Manager product and BES (BlackBerry Enterprise Server) for over 1000 small- and medium-sized businesses including wireless carrier partnersHandled overnight escalations for European and Asia-Pac customers