Amanda O'Leary

s manager of the Data Operations team, my primary responsibility is to provide guidance, support, and continuous learning opportunities for my direct reports while managing daily operations. I work closely with product teams to prioritize daily work, ensuring SLAs are consistently met while driving efforts to enhance stability across our suite of five products.

Among my notable achievements:

• Standardizing incident management, patch management, and upgrade policies to improving overall efficiency.
• Assumed role as primary subject matter expert, cross-training new developers for DataPoint to ensure stability amidst significant team changes.
• Extract essential metrics to create meaningful dashboards, expose bugs, guide development improvements and set realistic cost expectations.

As manager of the Data Conversions team, I oversaw operations, providing support and guidance to my direct reports, ensuring a cohesive and prioritized workflow across various lines of business. Working in tandem with product teams, I ensured SLAs were met while also taking lead in the development and execution of PIMs conversions for the Cornerstone, Neo, and DVMax.

Achievements:

• Creation of metrics to accurately assess capacity for completing conversions based on available resources, enhancing operational efficiency and resource allocation.
• Designed and developed an on-the-fly ETL solution for non-standard PIMs, expanding marketing efforts for conversions.
• Designed and developed an auto-matching tool utilizing sound and longest common subsequence logic to align patient breeds with a standard Cornerstone breed list during the conversion process.
• Maintained the highest level of productivity in data conversion work while concurrently fulfilling managerial responsibilities and undertaking development tasks.

s a Resource Technician in Cornerstone software support, I provided guidance and assistance to technicians within the call center, ensuring efficient and timely resolution for customer inquiries. I specialized in handling escalated support tickets, collaborating closely with corporate groups and the development team to address complex issues effectively. Additionally, I contributed to the development and testing of SQL fixes for critical data issues, playing a key role in maintaining the integrity of customer data. Another significant aspect of my responsibilities included conducting technical audits on Cornerstone support technician calls to uphold quality standards and identify areas for improvement.

Achievements:

• One of three technicians who initiated the late shift to optimize customer support coverage.
• Selected as one of five technicians to establish the Resource Tech team within eight months of joining IDEXX.
• Attained certification in all additional skill sets, including digital, lab, and printer/backup support.