Sep 2025 – Present · 8 mos

• We create clean, heavyweight essentials in calm tones and sharp typography—pieces that feel intentional, not loud.
• ►Quiet Drive: For people who refuse to settle—the builders, creatives, and doers writing their own next chapter.
• ►Crafted with Intention: Quality is a mindset. Every piece is designed to match the standards you hold for yourself—sharp details, premium weight, made to be worn hard.
• RISORTO means risen again.
• It’s for moving forward on purpose—and looking dialed in while you do it.
• www.wearerisorto.com

May 2024 – Present · 2 yrs

• ► Supported accuracy and integrity of SAP data across interconnected systems used for supply chain and service operations.
• ► Conducted root-cause analysis on data discrepancies, improving visibility for critical part availability.
• ► Improved system reliability through detailed issue triage, documentation, and cross-functional communication.

Sep 2023 – Aug 2024 · 11 mos · Hybrid

• ► Supported Salesforce Lightning in Service Cloud + Experience/Community Cloud, focusing on production-impacting issues and user workflows.
• ► Captured evidence and documented impact + expected vs. actual behavior; created clean repro steps to speed escalation and resolution.
• ► Partnered with developers and stakeholders to diagnose UI + API issues, improving uptime by ~70%.
• ► Owned technical escalations end-to-end and authored troubleshooting documentation, reducing duplicate tickets by ~55%

Jan 2022 – Aug 2023 · 1 yr 7 mos · Remote

• ► Built and maintained Requirement Traceability Matrices (RTMs) to map requirements to test cases and ensure full regression/UAT coverage.
• ► Confirmed UAT entry criteria (environment stability, access/permissions, test data) and supported UAT execution through defect closure.
• ► Improved test cycle execution and release reporting by automating QA workflows in Asana + Confluence (templates, dashboards, recurring tasks), speeding weekly release reporting and reducing manual coordination.
• ► Validated changes in Linux-based integration environments; monitored logs/test results to identify performance/stability issues and escalated findings with evidence.

Sep 2016 – Jan 2022 · 5 yrs 4 mos · Hybrid

• ► Delivered Tier 1/2 remote support for enterprise users across Windows, macOS, and Ubuntu.
• ► Managed escalations and customer communications during migrations/updates; maintained 99.9% uptime (status dashboards + SLA reporting).
• ► Assisted with identity/device access configuration: Active Directory, MDM, MFA, and Azure AD integrations.
• ► Created process documentation and self-service guides to speed resolution and reduce repeat tickets.

May 2012 – Sep 2016 · 4 yrs 4 mos · Atlanta Metropolitan Area · Hybrid

• ► Served as primary technical contact for enterprise customers; resolved complex application and data issues.
• ► Investigated escalations using diagnostics/log review and SQL validation; documented findings and escalated reproducible defects with clear evidence.
• ► Improved first-call resolution by ~30% through proactive troubleshooting and root-cause analysis.
• ► Supported production systems with SQL-based data extraction, hardware diagnostics, and OS-level troubleshooting.

May 2007 – May 2012 · 5 yrs · Hybrid

• ► Identified, documented, and tracked 300+ defects across releases, improving overall product reliability and stability.
• ► Partnered with development teams to strengthen deployment testing and environment configuration validation.
• ► Executed manual functional/regression testing and supported release sign-offs with clear defect evidence and repro steps.
• ► Provided hands-on support for hardware, OS, and application issues in test environments to keep testing unblocked.