Application End User Support (2021-2024) (For The Boeing Company)

· Provided comprehensive support for an extensive internal engineering group, managing over 30 different applications.

· Created Value Stream maps to analyze the current situation in our customer support and made significant changes to the process and the final product of knowledge articles and the SharePoint site designed for document distribution. Wasted time and effort were identified and resolved, resulting in a clean, single source of knowledge at everyone’s fingertips.  The result was a 60% increase of efficiency. 

· Recognized as a leader during the IT-wide initiative to migrate all level 2 support knowledge articles into Service Now. Approved knowledge articles for multiple teams for publication into the knowledge management system.

· Created self-help knowledge articles and made them accessible to all users by revising the knowledge management system, reducing repeat tickets by 50%.

· Routinely applied performance improvement techniques, including Lean, Kanban, and Root Cause Analysis, to enhance IT processes and resolve systemic issues.

· Updated the private and public security keys for various software per schedule to retain the level of security required by the FAA and the US Government.

 

Robotic Process Automation (2021-2024) (Internal to Dell)

· Using RPA, including MS Power Platform (Power Automate, Power Apps, Power BI), SharePoint, and Office 365, reduced the churn time of weekly, manual data collection, processing, and reporting by ~60%.

· Created software test cases and documented the test results. This produces first-time, high-quality results, preventing release errors and saving time from fixing released code.

· Mastered the use of SharePoint and Dataverse in support of Power Platform projects using existing architecture. Resulted in company savings by not needing to purchase additional database servers.

· Skilled in data analysis, leveraging an analytical mindset, MS Power Query, and Power BI, together with automation, the number of manual hours spent per quarter populating some dashboards dropped to 0.

· Successfully collected hundreds of user stories by listening to the users and observing their work processes, then identifying inefficiencies and problem areas. Developed better processes and removed pain-points, resulting in hundreds of menial task hours saved for use in more value-added pursuits.


The Boeing Company                                                                                                                                                                                 2012 – 2021

· Provided comprehensive support for an extensive internal engineering group, managing over 30 different applications.

· Trained in Agile and Project Management methodologies and served as a Scrum Master to facilitate agile project delivery ahead of time and under budget.

· Created insightful reports and dashboards, leveraging data analysis skills and providing real-time insights into system performance and user interactions.

· Continuous Improvement Analyst, contributing to ongoing enhancements in operational processes and IT services.

· Using cross-functional collaboration, removed silos between development and operations teams to streamline workflows.

· Ensured seamless operations and troubleshooting within diverse technical environments, resulting in 99% application up-time.

·  Maintained a 96% SLA by utilizing ServiceNow.

 

· Maintained legacy software written in Pearl and Python.

· Maintained documentation for all changes made to the software, allowing future developers to have one source for description of what the software does and how it works on the programmatic level. This reduced the time needed to become familiar with an application’s code before making changes and updates.

· Wrote many scripts to help maintain our data integrity

· Maintained files and the file structures on the Unix servers to mitigate the accumulation of unneeded files and to updated files as needed. This helped maintain system integrity, security, and usability.

· Maintained the testing P-Documentation for the Enovia 5 and the Catia 5 software changes.

· Designed the testing requirements for the changes made to the software

· Tested all changes made to the software.

· Worked with the development team to understand the changes being made and to discuss testing scenarios.