AMINA SHACKLEFORD
Birmingham,AL
Summary
Initiative-taking and driven individual offering sound experience in product research, development, and data analysis. Expertise in building client relations and making sound, time-critical, decisions. Exceptional ability to complete multiple complex assignments while consistently exceeding performance initiatives. Core competencies include SQL, QuickBooks, Tableau, BI, Dynamics 365, Project management, Communication, Collaboration Visualization, Jira, Jenkins.
Overview
6
6
years of professional experience
Work History
P21 Support Analyst
Singer Industrial
10.2022 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Reduced downtime with proactive monitoring and troubleshooting of critical systems.
- Managed cross-functional teams to ensure successful completion of ERP projects on time and within budget.
- Led training sessions for end-users, increasing user adoption of new ERP systems and features.
- Conducted thorough testing before implementation, minimizing potential disruptions to daily operations during rollouts.
SR. COMMAND OPS SPECIALIST
THE FRONTDOOR COLLECTIVE
05.2019 - 01.2021
- Increased target audience by up to 85% by linking parcel centers mobile and desktop devices across time
- Saved The Front Door Collective thousands of dollars per year by finding weaknesses in the third-party data we were using and implementing an in-house cost-effective solution
- Leading the data product development of The FrontDoor Collective's driver catalyst enrichment
- Collaborated with Project/Account Managers on customer specific initiatives that involve troubleshooting, support or integration development for customer modifications
- Support partners by answering challenging application questions, tracking issues that arise during the implementation process and resolving or escalating problems according to company guidelines that may arise
- Design and create geo-coding route sequences for parcel center teams along with scope, materials, and various IDS content important for successful delivery sequences
- Ability to confidently articulate risks to business
- Recognizes abnormal processing conditions and makes appropriate response decisions
- Interact with the developers and business users to communicate the defects using Jira, actively participating in replicating the bugs, and performing the regression testing.
TIER II ANALYST
FRESH TECHNOLOGY
10.2021 - 07.2022
- Facilitated technical analysis sessions with the impacted work streams to analyze scope and document API dependency
- Perform remote support to identify and resolve POS functionality issues and ensure proper operation
- Created mockups for various registration flow and created a signoff document listing name, description, and functionalities of each screen page for client sign off
- Responsible for monitoring, and break fix management of network infrastructure
- Create reports on up time, bandwidth usage, server utilization and other key metrics
- Research, test, and coordinate resolutions for secure remote access issues within third party client environments
- Spear headed creative solutions documentation for development team on bug fixes related to POS integration software: Clover, Zapier, Square, and North Star
- Collaborate with developers and third-party product teams to share product feed-back, approve PRDs and proposals, and help bring new products and APIs to the market through alpha and beta programs.
IT FIELD SERVICE TECHNICIAN (CONTACTOR)
ARCHWELL HEALTH
06.2021
- Analyzes and develops solutions for failures and outages and coordinates the repair efforts of networking
- Responsible for the installation, setup, support, patching, backups, and disaster recovery of switches, servers, and other client devices
- Functioned as SME for, Genesys, Teams, Microsoft Dynamics CRM software training, and data migrations
- Knowledgeable with data warehousing applications such as Salesforce, MicroStrategy, and Data visual platform
- Built relationships with various and diverse network of stakeholder groups
- Familiarity using various insurance illustration systems
- Provided departmental deliverables, communications, facilitations, and functional analysis
- Absorb and understand complex clinical staff and leveraging successful partnerships with extended clinical staff
- Manage any ISP related issue and performed necessary steps for timely resolution
- Performed infrastructure health monitoring and event management with Grafana and Zabbix.
SR. IT SUPPORT (FREELANCE)
JEFCOED
01.2022 - 04.2022
- Facilitated information flow between sales, account management, operations, marketing, imaging, communications, and document production departments to guarantee objectives were met
- Responsible for monitoring, and break fix management of network infrastructure
- Create reports on up time, bandwidth usage, server utilization and other key metrics
- Advance MS Excel skills
- Progressive MS access database experience with tables, import/export, and database table field and views
- Complete projects and support request in Salesforce and Zendesk ticketing systems
- Work with teammates to research and document problem resolutions
- Develop and maintain IT department system documentation materials paper and electronic
- Model RF, network, and application performance using industry standard tools; AnyConnect Cisco Firewall and Aruba 6.5
- Monitor event management platform by engaging on-call resources via Slack and providing rapid first response incident management.
HELPDESK ANALYST
HIBBETT CORP.
09.2017 - 08.2018
- Ensure operational excellence through customer ratings and feedback
- Use the IT service management application (ServiceNow) to document requests for account creation, deletion, deactivation, and all other general account management issues
- Independent, innovative, creative, self-managing individual with ability to succeed only given general directions
- Proven excellent initiative-taker with impeccable attention to detail
- Acts as an expert for the team about competitive products
- Configure devices, drivers, and network printers
- Install operating systems and business applications
- Assist in new store set-up and coordination activities including POS peripherals, phones, alarm system, cameras, and all network equipment
- Respond to all types of inquiries for support, new installations, troubleshooting, and escalate when required
- Provides problem resolution with users, walk the user through a series of steps to determine problem and classify level, priority, and nature of problem.
Education
COMPUTER SCIENCE -
SAMFORD UNIVERSITY
01.2022
COMPUTER SCIENCE -
LAWSON STATE COMMUNITY COLLEGE
07.2018
JR. CLOUD ENGINEER -
GENERATIONS USA
01.2022
Skills
- Training Delivery
- Agile Methodology
- Business Intelligence
- Application Support
- Problem Solving
- Analytical Thinking
- Client Relationship Management
- Cross-Functional Collaboration
- Process Improvement
- User Experience Design
- Attention to Detail
- Conflict Resolution
- Adaptability
Timeline
P21 Support Analyst
Singer Industrial
10.2022 - Current
SR. IT SUPPORT (FREELANCE)
JEFCOED
01.2022 - 04.2022
TIER II ANALYST
FRESH TECHNOLOGY
10.2021 - 07.2022
IT FIELD SERVICE TECHNICIAN (CONTACTOR)
ARCHWELL HEALTH
06.2021
SR. COMMAND OPS SPECIALIST
THE FRONTDOOR COLLECTIVE
05.2019 - 01.2021
HELPDESK ANALYST
HIBBETT CORP.
09.2017 - 08.2018
COMPUTER SCIENCE -
SAMFORD UNIVERSITY
COMPUTER SCIENCE -
LAWSON STATE COMMUNITY COLLEGE
JR. CLOUD ENGINEER -
GENERATIONS USA