My Resume

Experience

Lead Application Support Analyst – Upland Panviva

01/2022 – PRESENT

  • Lead L1 team members in ticket escalations and provide training and oversight on tickets.
  • Design and develop internal tools and software to improve team effectiveness.
  • Work with the Development and QA teams to identify bugs, resolve issues and test changes with new releases.
  • Assist CSMs with customer demonstrations and new customer training and implementation.
  • Review and revise existing training documentation and procedures to ensure consistent, quality service.
  • Fulfill all previous responsibilities held.

Application Support Analyst – Upland Panviva

03/2021 – 01/2022

  • Provide high level customer service and support to Panviva customers, partners, prospects and internal staff, utilizing best KCS and ITIL practices.
  • Troubleshoot issues raised and communicate issues and resolutions in both the customers and the developer's language.
  • Responsible for creating 30+ technical internal product documents for new releases and technical training material.
  • Perform routine maintenance tasks and upgrade application infrastructure utilizing Azure Pipelines and Puppet.
  • Work with the team on new implementations and product upgrades as required.
  • Ensure implementation documentation and checklists are accurate and current.

Technology Support Specialist – Fort Bend County

07/2019 – 03/2021

  • Provided excellent in-person and remote technical support for 4,000+ users across the county both within a team and independently.
  • Triaged and assigned tickets based on severity and priority.
  • Diagnosed and repaired desktop and laptop hardware and software for all remote and in-person users.
  • Efficiently updated and maintained a variety of software and web-based applications across all departments.

Education

Bachelor of Science – University of Houston Victoria

May 2021

Major: Computer Information Systems

Masters of Science – Western Governors University

2026

Major: Software Engineering – Domain Driven Design

Certifications & Professional Training

Google IT Support Professional Certificate

December 2020

Google IT Automation with Python Professional Certificate

August 2023

New Relic Full Stack Observability Practitioner

August 2023

Volunteering

TEALS Teaching Assistant – Microsoft

2022 – 2024

  • Plan and coordinate teaching curriculum with teaching team for local high school.
  • Assist in leading lectures and providing industry knowledge within the classroom.

Technology / Stream Team – The Waters Church

2017 – 2021

  • Assisted weekly with services and special events by running presentation software for band and leadership.
  • Identified and resolved minor miscellaneous technology incidents as required, such fixing corrupt files or file formatting issues.