Software Engineer, Business Operations
Jun 2017 - April 2018
I maintained and resolved issues associated with Core Switching Authorization within the Business Operations team at MasterCard. I singled out solutions to production impacting issues and automation opportunities for maintenance activities, led conversations between many cross functional teams to ensure production stability, and participated in application support efforts, including: reporting, hand off to other support teams, and offshore oversight.
In addition, I identified and implemented automation of maintenance and release activities while adhering to and enforcing consistent company and department automation and testing standards and procedures. I applied both technical and business knowledge to customer issues and shared that technical knowledge with other team members on a regular basis.
Engineer, Systems Support
Feb 2016 - May 2017
In addition to my previous duties at MasterCard, I assisted the senior engineers with Windows server solutions for small to medium projects, ensuring that each project was completed before the deadline and within the budget estimates.
I also made sure that any projects utilizing Windows servers were appropriately engineered for the specific solution or application, resolving any technical problems and providing support with minimal guidance towards completion.
I regularly met with internal customers and participated in cross-departmental teams. I also performed a supporting role in developing and documenting road-maps and strategies for the Windows platform.
Associate Engineer, Systems Support
Nov 2014 - Feb 2016
During my apprenticeship through LaunchCode, I was offered, and accepted, a full-time employee position with MasterCard, maintaining my role as an Associate System Engineer on the Windows Server Technical Services team, which has afforded me even more responsibilities and learning opportunities.
In April 2015, I participated in the Comptia Server+ Beta Certification exam, which had a total question pool larger than a normal exam and encourages feedback on the questions. The exam was finalized in August 2015, in which I received a passing score and certification.
I volunteered to take over the duties of colleagues leaving my department. In addition to the duties above, I order hardware and replacements, serve as point-of-contact for three additional business units, developed skills to support the Distributed Virtualized Services team using a VMWare knowledgebase, and provide IPv6 guidance and compatibility testing.
Engineering Apprentice, Systems Support
Sept 2014 - Nov 2014
I had been offered, and accepted, an opportunity to serve as an apprentice through the LaunchCode Women Pilot Program as an Associate System Engineer with the Windows Server Technical Services team at MasterCard.
Within a few weeks, I gathered enough knowledge and team support to be given lead on the metrics calculations for a server migration project. I have also volunteered to assist with various urgent server patching and remediation projects and perform troubleshooting on Windows servers, as necessary.
IT Support Manager
Jan 2014 - Sep 2014
After my promotion at Webster University, I utilized ITIL-based practices to manage up to 25 representatives and participate more in global IT management and director meetings. I served as a backup for the Assistant Director and was also the trainer for the latest, new Service Desk supervisor co-workers. I worked closely with the Project Management and other IT teams to help collaborate the execution of major university-wide initiatives such as the implementation of a payroll services solution, integration of an updated travel/expense management system, and dissemination of a proactive anti-virus project.
IT Support Associate Manager
Oct 2007 - Jan 2014
I started with no prior leadership skills at Webster University, and ended up being the go-to person for the representatives I supervised. I created and updated documentation for the resources we had available and taught myself how to hire and interview new employees. In 2009, I received the “Leader in the Workplace” honoree award through the YWCA. I taught myself how to create a database in order to ease the documentation process for monitoring the representatives (which I received a commendation for from my supervisor) and obtained certification as a Help Desk Support Center Team Lead in July 2012. I was the department lead for a massive server recovery project in June 2013 which spawned a disaster recovery project where I became the appointed documentarian for the Service Desk. In January 2014, I was promoted to Coordinator
2010 - present
2010 - present
Area of Study:
Business Intelligence Tech
Michigan Technological University
Area of Study: