Sep 2023 – Feb 2024 · 5 mos · Phoenix, Arizona, United States · On-site

• ● Improved manual testing process and procedures by minimizing duplicate tests
• ● Maximized colleague interactions by mentoring in customer service and technical support

Mar 2023 – Sep 2023 · 6 mos · Mission, Kansas, United States · Remote

• Optimized remote robotics support protocols by implementing real-time diagnostic tools and leveraging machine learning algorithms to reduce system downtime by 10%, thereby improving overall productivity
• Maximized utility by coaching and mentoring fellow staff on robotics technology, helping prepare and equip personnel with the technical proficiency to expedite issue resolution and tool implementation
• Empowered operations by collaborating with the engineering department to provide detailed troubleshooting reports and feedback, enhancing robotic systems' efficiency and reliability by 8%
• Monitored system performance by utilizing advanced analytics tools and periodic check-ups to proactively identify and resolve potential issues, safeguarding their operational continuity
• Streamlined client interactions by utilizing an efficient ticketing system specifically designed for robotic support queries to improve satisfaction metrics by 15%

Feb 2019 – Mar 2023 · 4 yrs 1 mo · Harrison, Arkansas, United States · On-site

• Overhauled industrial automation systems by leading a cross-functional team of 5 in the installation and calibration of state-of-the-art equipment to increase production efficiency by 20%
• Managed quality assurance by implementing rigorous test procedures and automated monitoring to reduce defects and reworks by 8%, enhancing product quality
• Encouraged professional development by instructing machine operators on safety, maintenance, and efficiency to reduce workplace incidents and improve team productivity by 20%
• Innovated machining processes by researching and implementing new technologies to save approximately $12,000 annually in operating costs and optimize workflows

Aug 2017 – Jan 2019 · 1 yr 5 mos · Harrison, Arkansas, United States · On-site

• Enhanced network security by implementing advanced firewall settings and intrusion detection systems to reduce security breaches by 40% and build customer trust
• Streamlined incident resolution by creating a prioritized alert system and an internal knowledge base, to decrease average ticket resolution time by 25%
• Monitored real-time network performance by using network management software and tools to identify and resolve issues before impacting customer service
• Collaborated with multiple departments by facilitating communication and translating technical jargon into actionable items to improve inter-departmental project completion rates by 10%
• Audited network architecture by conducting quarterly reviews and stress tests to ensure an 99% uptime and reduce customer churn due to technical issue

Jan 2016 – Aug 2017 · 1 yr 7 mos · Lead Hill, Arkansas, United States · On-site

• Modernized the school's IT infrastructure by overseeing the phased implementation of new servers, workstations, and networking equipment to improve system reliability by 15%
• Managed backup and recovery protocols by setting up automated processes and conducting regular audits to ensure data integrity and zero loss in case of system failures
• Trained educational staff by developing and delivering workshops on cybersecurity and best software practices to reduce security incidents by 30%
• Implemented cloud solutions by migrating data and applications to a secure cloud-based platform to improve data accessibility and reduce server maintenance costs by 24%
• Administered access controls by utilizing identity and access management tools to secure sensitive information and prevent unauthorized access, reinforcing data security

Oct 2015 – Dec 2015 · 2 mos · Harrison, Arkansas, United States · On-site

• Streamlined helpdesk processes by utilizing a ticketing system and creating user guides to reduce issue resolution time by an average of 12%
• Resolved hardware and software issues by performing in-depth diagnostics and liaising with the central IT department to achieve an 22% success rate in issue resolution within the first call
• Conducted preventative maintenance by running regular checks on workstations, peripherals, and software applications to reduce unscheduled downtime by 18%
• Supported end-users by creating a database of frequently asked questions and solutions to empower users to resolve minor issues themselves, decreasing the workload on the IT department
• Documented technical processes and solutions by maintaining an organized digital repository to speed up the training of new hires and serve as a reliable resource for troubleshooting

Jun 2015 – Oct 2015 · 4 mos · Harrison, Arkansas, United States · On-site

• Ensured a positive customer experience by delivering world-class service, consistently achieving
• perfect customer satisfaction scores by implementing a comparison chart of available options and value
• added services for new/existing customers.
• Improved issue resolution and troubleshooting processes for both technical and non-technical staff.

Mar 2012 – Jun 2015 · 3 yrs 3 mos · Nixa, Missouri, United States · On-site

• Succeeded in improving troubleshooting and problem isolation by optimizing data ingest flows.
• Aligned objectives and bridged communications with programmers to improve documentation for non-
• technical users and review the payroll/time collection software to ensure optimal functionality.

Jun 2009 – Feb 2012 · 2 yrs 8 mos · Springfield, Missouri, United States · On-site

• Revamped and standardized engineering troubleshooting workflows and established a new application
• for call notes in order to maximize agent efficiency.
• Utilized knowledge of JavaScript to improve methods for gathering fail codes and shipping replacement
• parts to customers

Oct 2006 – May 2009 · 2 yrs 7 mos · Springfield, Missouri, United States · On-site

• Standardized and optimized troubleshooting steps for technicians and end users by enhancing existing
• engineering documentation.
• Coordinated the implementation of a metrics reporting dashboard enabling agents to monitor progress.

Jan 2004 – Sep 2006 · 2 yrs 8 mos · Springfield, Missouri, United States · On-site

• Controlled the implementation of enhanced monitoring, metrics visualization, and tracking.
• Charted the successful development of an internal Wiki consisting of FAQs, terms, and relevant
• information for agents.
• Decreased unnecessary steps in the repair process to streamline execution.
• Restructured the bench repair process to consist of a PSU test, RAM test, HDD test, NIC test, and more.