Information technology
Resume examples

Delivered architecture to support and secure IT environment applications and leverages enterprise-wide information systems to reengineer IT infrastructure into efficient alignment with core business strategies. Implemented the migration of mission-critical applications into cloud solutions and served as product/project manager for Help and Support, Self-Install, and Virtual Chat applications. Captured architectural requirements and provided enterprise management expertise to synchronize business goals with technology solutions to drive competitive advantage and bottom-line gains.

• Implemented Agile process utilizing scrum framework to deliver business value, which emphasizes accountability and teamwork; initiated TOGAF framework at the company for documentation and archiving artifacts.
• Build application architecture for the company’s Digital Life’s Help and Support; increased efficiency and reconciled $2M through strategic reduction of call volume.
• Designed scalable, cost-effective technology information and user experience architecture for Digital Life Application 2.0. Integrated Video Doorbell, Amazon’s Alexa, and Google Voice supporting 400K customers.
• Facilitated the establishment of a new business unit; reduced enterprise risk by executing information security initiatives including an application proof of concept.
• Saved $70K per month by designing and developing a conversion tool; transformed customers' SMS messages into push messages.

Wrote the most complex ETL (Extract / Transform / Load) processes, designs database systems, and developed tools for real-time and offline analytic processing. Troubleshoot software and processes for data consistency and integrity. Led the integration of highly complex and large-scale data from a variety of sources for business partners to generate insight and make decisions.

• Translated business specifications into design specifications and code.
• Established analytical rigor and methods for writing complex programs, ad hoc queries, and reports; ensured all code is structured and documented and is easy to maintain and reuse.
• Partnered with internal clients and leaders to gain an expert understanding of highly strategic, high-risk business functions and informational needs.
• Worked closely with technical and data analytics experts across the business to implement data solutions.
• Acted as the highest point of escalation for data analysis and served as a technical consultant for the client.
• Created an analytics-driven environment by gathering requirements, assessing gaps, and building roadmaps and architectures.
• Educated and developed junior data engineers on the team while applying quality control to their work and increasing their knowledge in specialized Data Engineering techniques and processes.
• Tested and implemented highly complex new software releases through regression testing. Identified issues and engaged with vendors to resolve and elevate software into production.
• Turned raw data into usable data pipelines and built data tools and products for effort automation and easy data accessibility.
• Diagnosed the existing architecture, data maturity, and identify gaps.
• Built data assets that enhance the quality of overall data structures by implementing the data science program.
• Identified gaps and implement solutions for data security, quality, and automation of processes.

Developed queries and performed extensive programming to access, transform, and prepare data for statistical modeling. Structured and translated requirements into an analytic approach.

• Conducted deep-dive diagnostic, predictive, and prescriptive analytics to support data-driven business decision-making.
• Identified and diagnosed data inconsistencies and errors, documented data assumptions, and forages to fill data gaps.
• Engaged with internal stakeholders to understand and probe business processes to develop hypotheses.
• Guided test design, research design, and model validation.
• Served as the analytics expert and statistical consultant to cross-functional teams for large strategic initiatives and contributed to the growth of the company’s analytic community.
• Delivered insight presentations and action recommendations.
• Communicated complex analytical findings and implications to business.

Oversaw project success and adherence to client specifications as go-to creative asset on 3-member development team. Fixed bugs and implemented application enhancements to improve user experiences, web functionality, and loading speed. Used ASP.NET, JavaScript, content management system, and other technologies and standards.

• Led interactive website design project that generated 30% more user clicks, boosting sales 10%.
• Reduced issue resolution ticket submissions 20% by training staff and end users on new functions and features at time of deployment.
• Minimized downtime 15% by defining a streamlined approach to design and testing procedures.

Implemented Agile processes for Fortune 500 Clients. Oversaw day-to-day support of large, complex, product development projects and collaborates with cross-functional teams to manage resource allocations, develop program metrics, perform budget oversight, determine the scope, and provide delivery status to the executive team.

• Contributed to the company’s market value of $1M through product innovation, effective project management, and grooming staff to become industry leaders in customer loyalty and performance.
• Provided technical direction and leadership to teams by continually guiding, coaching, and mentoring.
• Successfully presented effective routine Sprint review(demo) to business stakeholders.
• Maximized company profitability by 300% in 3 years by introducing best-practice programs and high-impact operating procedures to promote sustainable development for all projects companywide.
• Streamlined Account Receivable Operations; optimized the accounting and commerce platform by reducing the billing error rate and increased the recovery rate.
• Launched a consistent, scalable customer contract tracking program; implemented process across 1,836 branches which significantly increased accountability and reduced time (a single report which took an internal contracts team 4 weeks now takes 30 minutes).
• Served as point of contact for customers from design requirements, development, testing, implementation, post-go-live support, and long-term retention of customers.

Directed IT projects and technical activities across multiple project sites in support of a multibillion-dollar homeland security program. Identify and resolve business needs to achieve organizational goals. Manage strategic planning to optimize resources, improve throughputs, and enhance system performance parameters.

• Achieved optimal operations and functioning by overseeing continuous improvement initiatives to existing infrastructure, applications, systems, and software. Recommend and implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security and data recovery.
• Managed the design and implementation of 10+ data centers, applying technical expertise in Microsoft infrastructures and database/security application servers in high availability/fault tolerance configuration built using HP Blade servers, Cisco Unified Computing and Servers (UCS), and VMware.
• Implemented various large-scale networks based on Cisco switches and routers using OSPF and multicast routing, QoS, and Fortinet firewalls.
• Led high-performing technical team of Field Engineers, Security Engineers, and Systems Integration Specialists.
• Developed and implement standard operating procedures. Establish key processes that ensure reliable and efficient technical services organization-wide.
• Guided the design and implementation of antivirus solutions and system/network monitoring. Establish disaster recovery plans (DRP) based on HP Data Protector Software, Tape Libraries, and SAN hardware.
• Provided senior-level technical consultations and support to Field Engineering and System Integration & Testing Departments on all IT and networking issues.
• Reviewed network layouts, resolve equipment redundancies, and improve network reliability and flexibility.

Interfaced with day-to-day operations of the Project Management Organization and Development teams. Planned and executed usability study for an external website. Interviewed study participants and documented results. Tested Web Site by providing highly experienced insight. Recorded all defects. Documented and Presented Study Results.

• Developed and executed test plans based on business requirements. Wrote integration, regression, and automated test cases.
• Maintained and executed regression test suites. Ran Beta testing and defect management. Prepared test cases for automation. Technical environment: C#.
• Successfully collaborated with the Agile team on new development testing during the design phase.
• Analyzed functional requirement documents to create a detailed suite of test plans, test cases, and scripts.
• Provided recommendations on areas for test case automation; executed test cases and analyzed results.
• Led QA effort during deployments including coordination of cross-functional resources.
• Identified, recorded, documented, and tracked code bugs as they arise and perform regression testing.
• Participated in daily SCRUM meetings to report the defect and test execution status to the Senior Leadership Team.
• Communicated effectively within the team on challenges and escalations.

Managed a $10M budget to operate and defend 3 unique networks for client engagement in accordance with SOW, exceeding KPIs. Supported 1K users; overseeing 10 direct reports including 4 division managers executing vulnerability management, cyber protection, incident response, and cyber forensics analysis as well as protection management, cyber intelligence, and reporting. Rebuild client trust and course‐corrected program after winning mismanaged contract.

• Developed key relationships, assess client needs, identify pain points, and replaced incorrectly utilized technology in existing inventory, and built a high‐performing team to earn a client for program turnaround.
• Spearheaded development of advanced cyber forensics capability, pinpointing appropriate technology, and integrating technology into the enclave, resulting in a profound surge of in‐house detection of cyber incidents across national field sites and a secure evidence chain of custody.
• Provided end-to-end leadership from discovery to problem resolution for cross‐functional problems related to vulnerability management, data management, cybersecurity, application management, customer service, hardware/software.
• Presented actionable insights related to human cyber risk measures to an audience of security professionals.

Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

• Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
• Diffused escalated customer situations while setting accurate expectations for issue resolution.
• Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
• Managed the overall customer call queue to ensure timely response to incoming customer calls.
• Opened tickets and maintained documentation to track tickets through resolution.
• Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.