Experience

SendSafely

• United States
• Software Development
• 1 - 100 Employee

• Support Engineer

  • 2021 - Present



NBCUniversal

• United States
• Entertainment Providers
• 700 & Above Employee

• Application Support Analyst

  • 2019 - 2021

  Provided support for internal and external users in multiple locations for multiple applications. Created documentation for releases, ticket resolution wikis, user guides, training guides, and instruction manuals as needed. Helped support a customized enterprise level application (PMWeb) and resolved issues relating to customizations and built / tested / deployed business and user requested changes. • Implemented requested business approval workflows in PMWeb, using applications, GUI, and self-developed SQL scripts, reducing time needed for deployment and lowering risk for potential errors. • Created SQL scripts to do bulk inserts and / or updates for applications to support ad hoc business requests, decreasing amount of time and effort for business to complete task manually. Show less



Ziffren Brittenham, LLP

• Century City, Los Angeles

• Junior Database Developer

  • 2018 - 2018

  Backward engineered and documented reports in a legacy app for re-creation using SSRS for use in replacement web-based application. Created and modified Excel Macros using VBA as needed. • Ensured vendors performed work as requested and created documentation on what was done, along with any issues encountered or next steps. • Designed project plans for several IT initiatives including, testing and implementing a help desk ticketing system. Backward engineered and documented reports in a legacy app for re-creation using SSRS for use in replacement web-based application. Created and modified Excel Macros using VBA as needed. • Ensured vendors performed work as requested and created documentation on what was done, along with any issues encountered or next steps. • Designed project plans for several IT initiatives including, testing and implementing a help desk ticketing system.



Citibank (Banamex USA)

• Banking
• 700 & Above Employee

• Incident Manager

  • 2015 - 2017

  Provided 24x7 incident management and problem management during the wind down. Generated all daily, monthly, and quarterly incident and request reports for multiple end users, including executives. Monitored daily bank transmissions, generated reports, and maintained related documentation. • Communicated, escalated, investigated, and facilitated resolution of high-priority incidents for Banamex USA including, coordinating with Citibank Incident Management teams and / or vendors as needed, ensuring tickets were resolved within SLAs. • Generated and obtained root cause analysis documentation for all high-priority incidents, delivering to upper management upon request. • Cross-trained to facilitate and participate in weekly change control board meetings, providing L1 support for several common incidents and requests and serving as secondary / emergency for several daily tasks. Show less



Nordstrom

• United States
• Retail
• 700 & Above Employee

• ITSM Technical Service Analyst

  • 2013 - 2015

  Worked to define and implement incident, problem, and change management along with governance for company. Helped to provide for 24x7 incident management and problem management responsibilities.• Developed and managed known error database and RCA one sheet library, moving known issues and errors from tribal knowledge to a central repository.• Led, mentored, and trained Tier 1 and Tier 2 employees for successfully supporting requests assisting in overall department workload.• Introduced and improved various process workflows, using a continuous service improvement model. Show less

• PHP Programmer

  • 2008 - 2013

  Established code for requested projects and transitioned to Tier 2 support to monitor site during key sale hours, developed code to repair bugs, and assisted with Tier 3 tickets as applicable. This included working with DBA to create custom business reports or fix database issues.• Used PHP to help build internal administration application, and in a later version upgrade, updated to REST infrastructure. • Worked closely with engineers to design and write all original PHP code used for order fulfillment.• Participated in writing library code and APIs for eCommerce portion of site, supporting mobile devices. Show less



Revolution Prep

• United States
• Education Administration Programs
• 100 - 200 Employee

• Web Developer

  • 2007 - 2008

  Developed or upgraded multiple web applications. Designed portal for students to allow viewing of SAT / ACT exam scores along with taking surveys and practice exams. Upgraded instructor’s dashboard to manage workload and improve efficiency. New HR and payroll system was created with the ability to generate CSV files that could be imported to payroll vendor. Developed or upgraded multiple web applications. Designed portal for students to allow viewing of SAT / ACT exam scores along with taking surveys and practice exams. Upgraded instructor’s dashboard to manage workload and improve efficiency. New HR and payroll system was created with the ability to generate CSV files that could be imported to payroll vendor.