Resume

Professional Summary

A results-driven System Operations Specialist with 10+ years of experience in technical operations, application analysis, and large-scale process improvement. Proven ability to conduct daily root cause analysis across database logic (Advanced SQL), UI, and procedural documentation, specializing in high-volume client domain management and the development of core organizational applications. Expert in creating comprehensive technical documentation and training materials to optimize team and user efficiency.

Work Experience

Business Application Analyst & System Operations

Vermont Department of Corrections | Waterbury, VT | 2023-Present

System Integrity & Root Cause Analysis: Managed the reliability and data integrity of ~390 critical SQL-driven reports and email notifications by conducting daily root cause analysis across the application UI, process documentation, and database logic for ~1000 users.
Application Development & Deployment: Led the end-to-end development of a new Parole Board Process, including stakeholder requirements gathering, UI development, SQL report creation, comprehensive system testing, and creation of technical user documentation.
Process Improvement: Analyzed data and reported on System Usage, recurring application issues, and User Security to inform continuous improvement initiatives.

Domain Support Specialist II

Dealer.com | Burlington, VT | 2021-2023 (2 years)

Process Efficiency: Merged the Implementation Domains On-boarding Process into the Domain Support Team workflows, streamlining technical handoffs and reducing client setup latency.
Technical Support: Provided Tier II support for complex client domain issues through multiple channels (Salesforce, E-mail, Slack, On-call), while setting up Secure Certificates and DNS services for client websites.
Knowledge Management: Developed comprehensive documentation and training for Implementation Project Leads and Front-line Support Team Members, ensuring high technical proficiency.

Implementation Operations Coordinator

Dealer.com | Burlington, VT | 2015-2021 (6 years)

Major Migration & Technical Innovation: Spearheaded the critical, high-volume HTTPS migration for ~25,000 client domains, identifying and leveraging a system exploit to ensure compliance, security, and SEO benefits.
Process Ownership: Developed and administered the initial Implementation Domains On-boarding Process and managed projects and tasks to setup and cancel multiple products and services for clients.
Stakeholder Coordination: Worked with Product Teams, System Engineering, Sales, and Vendors to develop operational processes for new and existing products and services.

Professional Skills

Communication & Knowledge Transfer: Technical Writing, Training & Education, Business Presentations, ADA Compliance.
Operations & Analysis: Process Analysis and Development, Automation, Continuous Improvement.
Customer/User Advocacy: Issue Troubleshooting, Problem Solving, Customer Empathy.
Project Management: Time Management, Task Execution, Resource Planning, Priority Setting.

Technical Skills

Languages & Data Proficiency: SQL (Advanced: Joins, Temp Tables, Data Manipulation), HTML, CSS, Markdown, Basic Python.
Business Applications: Salesforce, Microsoft Office 365, SharePoint, Google Workspace, Confluence, SmartSheets, Slack, DevEpress, Zendesk.
System Operations & Domain Management: Akamai CPS, Let's Encrypt, All DNS Services.
Productivity Tools: Notion, Azure DevOps, Obsidian, Microsoft Projects, Microsoft Power Apps.
Creative Applications: Wordpress, WooCommerce, Adobe Creative Suite, Final Cut Pro.