Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
AMINA SHACKLEFORD