Experience

Costco IT

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Functional Analyst III - Digital Services Management

  • Jul 2022 - 1 year 6 months

  Seattle, Washington, United States -Monitor Costco digital services production and operational support issues reported (CARTS+), providing assistance on bridge calls for high priority incidents related to managed vendor services (SaaS) -Work with IT Management on contract agreements (MSA), service term renewals (SoW), and identifying invoice revisions, ensuring they align with the projected forecasts vs actuals while satisfying the business requests -Perform data analysis based on usage metrics, consumption reports, and… Show more -Monitor Costco digital services production and operational support issues reported (CARTS+), providing assistance on bridge calls for high priority incidents related to managed vendor services (SaaS) -Work with IT Management on contract agreements (MSA), service term renewals (SoW), and identifying invoice revisions, ensuring they align with the projected forecasts vs actuals while satisfying the business requests -Perform data analysis based on usage metrics, consumption reports, and actuals provided from prior periods to forecast future fiscal calendar contract needs, while accounting for YOY growth -Provide recommendations to the business stakeholders based on service data and reporting analytics -Assist with creating Purchase Orders and Cost Plans, while reviewing invoices pending approval (Ariba) -Work with IT teams along with impacted vendors to address problem tickets (PRB) in ServiceNow based on service outage trends and acute issues which require root cause analysis (RCA) and action plan -Act as the service advocate promoting the inclusion of software enhancement and fixes for future development work -Participate in the development of deployment and release work planned tasks within a phase -Identify incident and problem trends (ServiceNow), present findings with recommendations to business and IT owners with useful interpretation and actionable insights, while documenting the progress in relation to vendor services -Analyze internal IS customer needs and priorities initiating delivery efforts, engaging B2C and OMS teams to provide roadmap in relation to PI release calendar -Develop service reports and dashboards to show data trends, along with certificate/key/token expiration dates, submitting REQ intake forms to create a CHG for a new key or to extend the current exp. date -Create executive level dashboards and weekly presentations to represent the current state of Digital Services Management Show less



Starbucks

• United States
• Retail
• 700 & Above Employee

• Systems Analyst II - Connect Platform Support

  • Nov 2020 - May 2022

  Seattle, Washington, United States -Managed and prioritize all active production support incidents (ServiceNow) based on urgency and complexity, providing hands-on tier 3 assistance until resolution has been met. -Collaborated with internal support teams (CPS/CDM/CSM/TAM) to assist with various problems and strategizing long-term resolutions for ongoing issues reported to Starbucks service desk (NCR). -Analyzed system configuration for Starbucks Connect stores, scheduling procedures to address fixes and producing server… Show more -Managed and prioritize all active production support incidents (ServiceNow) based on urgency and complexity, providing hands-on tier 3 assistance until resolution has been met. -Collaborated with internal support teams (CPS/CDM/CSM/TAM) to assist with various problems and strategizing long-term resolutions for ongoing issues reported to Starbucks service desk (NCR). -Analyzed system configuration for Starbucks Connect stores, scheduling procedures to address fixes and producing server endpoint credentials for stores being staged (Kaseya). -Monitored system data and analyze results based on application (Micros POS/MOP/Simphony) to identify opportunities to improve business processes and system capabilities. -Lead support for issues related to payment processing (PED), working with vendor support to address escalated tickets, and building SME knowledge through root cause analysis. -Worked with internal teams and business partners to aid with standardizing successful deployment plans for Starbucks Connect store system upgrades, while executing to completion. -Assisted with testing and implementing system update functionality and integration between cross-functional team applications (Oracle). -Created a variety of reports with detailed filters to provide advanced dashboards and metrics on performance. -Reviewed benefits developed from system improvements and asses possible bottlenecks or major impacts on the business stakeholders. Providing prompt and thorough communication with individual end-users (Salesforce). -Ran various queries (Splunk) for approximate data analysis on issues reported to Connect service desk, advising on results found and next steps for troubleshooting. -Created and maintain system documentation Wiki KB articles within Confluence (Atlassian). -Provided on-call support for Starbucks Connect system applications 24*7 (PagerDuty). Show less



Holland America Line

• United States
• Travel Arrangements
• 700 & Above Employee

• Systems Analyst - Shipboard Applications

  • Jan 2014 - Jun 2020

  Seattle, Washington, United States -Supported shipboard applications including Oracle’s hotel property management system, analyzing system capabilities and gathering requirements to improve business processes for fleet systems -Expert in Scrum project management, including Sprint meetings and Jira backlog grooming -Created various data reports and dynamic presentations, showing application trends and analysis to assist in identifying system bottlenecks (Microsoft 365 Enterprise) -Analyzed existing customer needs… Show more -Supported shipboard applications including Oracle’s hotel property management system, analyzing system capabilities and gathering requirements to improve business processes for fleet systems -Expert in Scrum project management, including Sprint meetings and Jira backlog grooming -Created various data reports and dynamic presentations, showing application trends and analysis to assist in identifying system bottlenecks (Microsoft 365 Enterprise) -Analyzed existing customer needs, working with the product owners, business users, and vendor DevOps to implement high value features and solutions, increasing guest satisfaction and revenue -Created system documentation SOP and Wiki KB articles in Confluence (Atlassian) -Assisted with the maintenance of product road maps in coordination with the internal customers and key stakeholders -Worked directly with business stakeholders on requests which integrated with existing systems, upload enhancements in UAT, confirm end users approve QA before deployment -Coordinated system application enhancements, bug testing, software upgrades and releases. Document technical specifications while facilitating major system updates to business -Supported ERP system functions, data including itinerary, procurement, inventory, supply chain, finance, and eCommerce, assuring successful file transfers along with assisting users with system issues -Adept with ITIL processes including Incident SLA, Risk Management, Change Management, and Service Requests -Maintained and monitored Windows OS database & application servers (2008/2012R2) running various interfaces (Automate, Oracle, FMS, LMS, IMS, MXP) analyzing performance, assuring successful file replication and data transfer -Prioritized all active production incidents (ServiceNow) based on urgency and complexity -Worked with vendors troubleshooting errors, analyzing system issues, and enhancement updates -Performed on-call duties (24/7), assisting with high priority issues outside work hours Show less



The Cobalt Group

• Technology, Information and Internet

• Client Tech Analyst

  • Jul 2013 - Nov 2013

  -Managed status details within Sharepoint for Cobalt’s Dealix.com project to assure the reconciliation of the inventory data sources for more than 1800 dealer clients -Setup inventory data imports from 3rd parties (ex. vAuto, eCarList, Dealer Specialties) to be parsed through Cobalt’s DMS and then verified within its inventory management system -Received incoming phone calls from dealership personnel to resolve problem situations and provide primary Tier 1 support and direction for issues… Show more -Managed status details within Sharepoint for Cobalt’s Dealix.com project to assure the reconciliation of the inventory data sources for more than 1800 dealer clients -Setup inventory data imports from 3rd parties (ex. vAuto, eCarList, Dealer Specialties) to be parsed through Cobalt’s DMS and then verified within its inventory management system -Received incoming phone calls from dealership personnel to resolve problem situations and provide primary Tier 1 support and direction for issues such as domains, inventory, and website content changes -Triaged customer cases using SalesForce (CRM) Tier 1 queue, researching problems reported, providing resolutions to close cases in a timely manner, improving and increasing customer retention -Assisted with making website content changes in Dealer Command Center (web applications) -Analyzed and compared data between application tools to authenticate software data integrity and document any discrepancies to be resolved -Created and edited dealer account permissions within Voicestar for users to track and create call volume reports Show less



Copiers Northwest

• United States
• Business Supplies & Equipment
• 100 - 200 Employee

• Technical Account Manager/IT Support

  • Sep 2009 - Jul 2013

  Seattle, WA -Monitored and managed all active client accounts using PSM online web interface (CRM) -Provided training on PSM and web systems to end-users -Implemented, documented, and maintained multiple computing applications and software on company and customer networks -Gathered and assembled data from multiple sources to compile and create a variety of complex reports for management review and tracking performance -Analyzed and compared data between applications to authenticate software… Show more -Monitored and managed all active client accounts using PSM online web interface (CRM) -Provided training on PSM and web systems to end-users -Implemented, documented, and maintained multiple computing applications and software on company and customer networks -Gathered and assembled data from multiple sources to compile and create a variety of complex reports for management review and tracking performance -Analyzed and compared data between applications to authenticate software integrity and fix any discrepancies -Interfaced with customers to satisfy their requirements and adapt solutions to their changing needs -Researched, evaluated, and identified options for resolving individual or system wide product performance issues and make solution recommendations to customers -IT helpdesk support, opening/closing tickets within ticketing system, and remote user management Show less