Director Shared Services

• Jan 2021 - Present

Operations Manager

• Nov 2017 - Jan 2021

Administer day-to-day operations Interpret computer-issued error messages and take appropriate actionWork with our customers and trading partners to resolve issues related to our service offeringsProvide the 2nd level support Maintain multiple systems on AWS platformProvide 24 X 7 service support.Administer policies in relation to our service offeringsLook for potential improvements to existing processes that will help with the efficiency and stability of service offerings and implement those.Identify areas that need improvements and recommend solutionsTraining of team membersDevelop, implement, and maintain automated processes using RPA software Show less

Operations Analyst

• Nov 2015 - Oct 2017

Senior Operations Analyst

• Aug 2014 - Nov 2015

Create and deploy PGP keys for new NAESB trading partnershipsDeploy code releases and complete requests for change to production for business process maps and Oracle SQL updates/insertsProduction Connectivity Tests with trading partners to ensure end to end connectivity with no interruptionsMonitor SalesForce application for priority 1 system and client reported issuesChief architect for ensuring all tickets resolved in less than 4 hoursAssisted organization with data center migration to Amazon Web Services Show less

Service Desk Analyst II

• Oct 2010 - Aug 2014

• Develop, maintain, and distribute company wide metrics for reporting organizational KPIs as well as measuring client Service Level Agreements via SAP Crystal Reports• Troubleshoot EDI translation failures, in ANSI X12 or other non standard formats• Develop plugin scripts and custom functionality workflows for the Atlasssian Jira ticketing system application• Application administrator for the company wide collaboration software, Atlassian Confluence• Application administrator for the company wide ticketing system, Atlassian Jira• Primary developer of ticketing system, Atlassian Jira. o Led internal efforts to upgrade ticketing system, saving the company $20,000 in consultants fees o Lead analyst on the installation of the Atlassian Agile plugin for the ticketing system.• Manage meetings and requests for the ITIL Change Management process to ensure compliance with SOC1 audit standards• Field internal and external incident and service requests Show less

Training and Safety Health Specialist

• May 2006 - May 2009

•Train and certify all shift employees on all pieces of equipment that were used within the warehouse •Perform annual safety training for all 600 employees in the warehouse. This including training on the following: oBlood borne pathogens oHazardous Materials oLock Out / Tag Out procedures •Serve as a member of the Safety committee •Train and certify all shift employees on all pieces of equipment that were used within the warehouse •Perform annual safety training for all 600 employees in the warehouse. This including training on the following: oBlood borne pathogens oHazardous Materials oLock Out / Tag Out procedures •Serve as a member of the Safety committee

Help Desk Support Specialist

• Aug 2005 - Jan 2007

• Responsible for hardware and software for all computers on campus • Daily troubleshooting on various issues ranging from applications, operating systems, and hardware • Maintain departmental website, including compiling and updating how-to user support guides. • Responsible for hardware and software for all computers on campus • Daily troubleshooting on various issues ranging from applications, operating systems, and hardware • Maintain departmental website, including compiling and updating how-to user support guides.