Heather Kelly

Led administrative support initiatives to enhance efficiency and minimize customer impact on system availability.

Guided development team in adhering to United States Coast Guard processes, ensuring compliance and cost-saving improvements.

Managed ticket queues for optimal prioritization and assignment of tasks.

Fostered clear communication between technical team members and business stakeholders to clarify requirements and enhance customer satisfaction.

Initiated collaboration among various teams to uphold best practices while meeting goals within SLAs.

Conducted daily stand-up meetings to identify and resolve roadblocks effectively.

Maintained on-call schedule for support and development teams, serving as point of contact for escalations.

Facilitated documentation and implementation of application upgrades, feature enhancements, and break-fix actions while utilizing change management protocols.

· Provided comprehensive IT support to United States Coast Guard users, ensuring adherence to established security requirements.

· Delivered technical assistance and guidance for applications, workstations, software, and user accounts, utilizing BMC Remedy ticketing system.

· Responded promptly to urgent support requests, leveraging my expertise as a subject matter expert for multiple USCG applications to drive successful resolution.

· Provided direct support and lead other analysts in support of national weather events, search and rescue, COVID, and other urgent incidents.

· Worked in partnership with other military organizations, external law-enforcement agencies, and state offices.

· Collaborated with technical support teams to troubleshoot and diagnose software and hardware issues, providing ongoing assistance to enhance system functionality.

· Participated in scrums by providing feedback from end-users and other analysts, while obtaining guidance and technical assistance from the application teams.

· Performed account maintenance, including deletions, additions, updates, and resets for various systems.

· Conducted detailed troubleshooting of application software and associated software, effectively diagnosing, testing, and resolving complex issues to ensure optimal system performance.

· Created documentation and training materials for fellow team members and end-users, regularly contributing to the organization's knowledge base.

· Delivered comprehensive training to internal staff and USCG members to enhance understanding and effective use of supported applications.

Led on-boarding and application training of all new-hires to ensure new analysts are equipped with the technical, policy, and process needed to provide optimal customer support.