5 years of experience working in various support roles, time in which I've - Wrote technical documentation for imported products (ex. Technical Specifications, Run-books, and Monitoring Manuals that describe the infrastructure, support process, and product dependencies). - Managed and maintained the products’ Knowledge-base. - Worked with Engineering, Lift & Shift and Support to keep the product running within agreed parameters. - Diagnosed, troubleshooted, and developed new solutions that solve the root cause of customer problems in tickets elevated from the support team. - Wrote step-by-step processes, technical solutions, and ticket updates to customers. Learned new products quickly and effectively. - When given access to user and developer documentation, knowledge base articles, source code, and infrastructure was able to develop a layered understanding of how the product works end-to-end. - Took ownership of support incidents and used all available resources and knowledge to resolve them. - Consistently improved the quality of my work by internalizing the feedback and coaching I received.
2 years of experience working as a IT Consultant and Microsoft Dynamics AX Developer, time in which I've - Implemented a company-wide ticketing system to streamline employee assignments and provide high-level visibility to project managers. - Implemented a company-wide knowledge base to consolidate and streamline knowledge collection and statistics. - Implemented an AX training program and ramp-up for new hires. - Offered technical and functional consulting for in-house developers and AX end-customers.
Owner and Founder of Avocado Solutions, an IT Consulting startup.
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