Jennie Davis
Puyallup,WA
Summary
Results-driven IT Infrastructure Leader with 15+ years of experience leading enterprise transformation, driving operational scale, and delivering measurable business impact. Known for taking ownership of complex environments, stabilizing operations, and executing strategic initiatives that reduce cost, improve performance, and enable growth. Strong track record of building and leading high-performing teams, influencing executive stakeholders, and holding vendors and partners accountable to results. Brings a decisive, execution-focused approach to aligning technology with business priorities and delivering outcomes in fast-paced, high-demand environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Infrastructure Engineer
Talking Rain Beverage Co.
01.2022 - 11.2025
- Led enterprise infrastructure initiatives for a high-growth beverage company, aligning technology solutions with business needs to improve usability, operational efficiency, and employee productivity.
- Redesigned onboarding and offboarding workflows by partnering with HR, IT, and hiring managers to eliminate process gaps, improve provisioning accuracy, and streamline the end-user experience.
- Enhanced the new hire experience by delivering day-one-ready devices, access, and support resources, reducing early-life support requests and ensuring a seamless IT onboarding process.
- Developed and implemented automation for high-volume, repetitive infrastructure tasks, reducing manual effort and freeing technical teams to focus on higher-value engineering initiatives.
- Strengthened enterprise security by auditing user access across business systems, removing excess permissions, and reducing risk while preserving operational continuity.
- Managed the highest technical support ticket volume on the team while maintaining 100% SLA compliance and an average resolution time of 10 hours.
- Led end-to-end technology procurement for a new headquarters, negotiating vendor agreements and lowering infrastructure-related costs by 27% without compromising quality or service delivery.
- Administered and optimized enterprise collaboration platforms, improving platform performance, adoption, and cross-functional productivity at scale.
- Automated core infrastructure and support processes, decreasing recurring task time by up to 36% and improving overall service efficiency.
- Maintained 99% customer satisfaction across employees and business stakeholders while delivering high-volume technical support in a fast-paced environment.
Lead IT Support Technician
Animal Supply Co.
12.2015 - 01.2022
- Delivered end-to-end AS400 support, including end-user assistance, triage, application support, ERP customization/reporting, software installations, PC setup, migrations, and hardware/software upgrades.
- Produced regular IT operational reports and maintained strong relationships with customers, vendors, and cross-functional leaders.
- Developed and delivered application and procedural training; authored and maintained SOP documentation.
- Led consolidation of 12+ nationwide telecom systems into a single platform with zero service disruption, improving communication, call flow efficiency, and reducing costs.
- Resolved 53% of team ticket volume and 38% of total IT tickets.
- Achieved top performance in SLA (99%) and lowest average resolution time (10 hours vs. 16-hour team average).
- Maintained fastest first response time (50 minutes vs. 2-hour team average and 15-hour department average).
- Served as a key contributor to process improvement initiatives, defining and implementing SOPs for HR (onboarding/offboarding) and IT (hardware lifecycle), and building knowledge base documentation.
- Troubleshot hardware and software issues for diverse technology systems.
- Provided technical support to staff, ensuring operational efficiency and minimal downtime.
- Implemented system updates, enhancing security protocols across various platforms.
- Trained employees on new technologies, improving overall user competency and confidence.
- Developed documentation for troubleshooting procedures, streamlining support processes.
- Collaborated with cross-functional teams to identify technology needs and solutions.
- Mentored junior technicians, fostering skill development and knowledge sharing within the team.
- Assisted in the successful rollout of new systems and applications by providing user training and support materials.
- Facilitated smooth hardware migrations by carefully planning and executing each step in the process.
- Developed comprehensive documentation for troubleshooting procedures, ensuring a consistent approach to problem resolution.
- Improved end-user satisfaction by promptly addressing and resolving technical issues.
- Collaborated with cross-functional teams to implement new technologies, improving overall productivity.
- Boosted help desk efficiency, implementing ticketing systems that streamlined communication between technicians and end-users.
- Served as a liaison between IT department heads and non-technical staff members during project implementation phases.
- Increased user adoption of new technologies through tailored training sessions designed for different learning styles.
Digital Marketing Coordinator
Animal Supply Co.
12.2013 - 12.2015
- Developed strategies to improve website navigation, functionality, and user experience aligned with corporate goals and brand standards.
- Collaborated cross-functionally with marketing, sales, and operations to plan and execute digital promotions and campaigns.
- Created and quality-assured customer-facing marketing content for online campaigns, promotions, events, and service offerings.
- Built training materials and presentations for multiple departments, improving adoption and consistency of processes.
- Managed and maintained a large-scale digital asset library, ensuring data accuracy, accessibility, and organization.
- Led project management for events and trade shows (up to 800+ attendees), overseeing planning, coordination, and execution.
- Developed and implemented digital marketing campaigns across multiple channels.
- Analyzed campaign performance metrics to optimize strategies for maximum engagement.
- Collaborated with cross-functional teams to ensure alignment on marketing objectives.
- Coordinated promotional events both online and offline to increase brand awareness among target audiences.
- Used Adobe Creative Suite to design promotional materials, search engine marketing advertisements, and mobile advertisements.
- Developed and implemented campaigns for email, online advertising, and direct mail.
- Created visually appealing landing pages to improve user experience and conversion rates.
- Managed relationships with external vendors, ensuring timely delivery of services while maintaining budgetary goals.
Process & Reporting Analyst
Animal Supply Co.
04.2013 - 12.2013
- Led ad hoc projects focused on process improvement, quality assurance, and performance optimization.
- Analyzed business data and metrics to identify opportunities, inform strategic decisions, and advise leadership.
- Co-managed multiple company acquisitions, supporting planning, coordination, and successful integration.
- Spearheaded development and deployment of an iPad-based electronic ordering app for trade shows, improving order accuracy, enabling real-time vendor access, and increasing purchasing efficiency resulting in a 14% sales increase.
- Developed comprehensive reports utilizing advanced analytics tools to convey actionable insights.
- Collaborated with cross-functional teams to streamline data collection processes, enhancing operational efficiency.
- Led initiatives to refine reporting standards, ensuring consistency across departmental outputs.
- Developed custom reports to address specific business needs and support decision-making processes.
- Improved existing reporting by researching data sources, compiling data and designing output.
- Provided actionable insights through detailed analysis of complex datasets, driving business improvements.
- Prepared documentation for business analysts and updated client data.
- Created visually appealing dashboards that effectively communicated key metrics to stakeholders.
- Reduced turnaround time for ad-hoc report requests, enhancing internal client satisfaction levels.
- Automated repetitive tasks, freeing up time for more strategic initiatives and reducing manual errors in reporting.
- Collaborated with cross-functional teams to gather requirements and design comprehensive reporting solutions.
- Supported company-wide objectives through targeted data mining efforts that directly informed decision-making.
Customer Service Development & Operations Manager
Animal Supply Co.
05.2006 - 04.2013
- Directed a broad portfolio of high-impact projects, including AS400 ERP upgrades and integration of acquired entities into core systems.
- Established and tracked departmental KPIs, partnering cross-functionally to execute online promotions and business initiatives.
- Designed and delivered training programs, tools, and presentations across multiple departments while supervising a team of ~25 employees.
- Oversaw logistics, vendor relationships, and sales coordination for large-scale trade shows and events (up to 800+ attendees).
- Reduced payroll as a percentage of gross profit by 1.18% and lowered cost per line entry from $0.21 to $0.14, while increasing productivity (lines per hour) by 8% through process optimization.
- Modernized and tested enterprise systems, including AS400 ERP, and enhanced website user experience with improved search functionality and enriched product content.
- Streamlined operational processes to enhance efficiency and reduce waste.
- Led cross-functional teams to implement strategic initiatives across multiple departments.
- Developed and monitored KPIs to assess performance and drive continuous improvement.
- Established training programs that improved employee productivity and engagement levels.
- Analyzed operational data to identify trends and inform decision-making processes.
- Collaborated with senior leadership to align operational strategies with business goals.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding, and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
No Degree - Web Design
Pierce College
Puyallup01-2014
Skills
Optimized Skills Section
Infrastructure & Cloud
- Active Directory (AD), Azure AD (Entra ID)
- Microsoft 365 / Office 365 Administration
- Cloud Infrastructure Management (Azure)
- Endpoint Management (Intune / MDM)
- Operating System Administration
- Infrastructure Automation
- System Upgrades, Migrations & Integration
IT Operations & Service Delivery
- Incident & Problem Management (ITIL)
- Service Level Agreement (SLA) Management
- Desktop Support at Scale
- Continuous Improvement & Process Optimization
- Standard Operating Procedures (SOPs)
- Technical Documentation & Reporting
Security & Access
- Identity & Access Management (IAM)
- Security & Compliance Practices
- User Access Governance
Leadership & Strategy
- Team Leadership (25 direct reports)
- Mentoring, Coaching & Team Development
- Strategic Planning & Execution
- Cross-Functional Leadership & Stakeholder Engagement
- Organizational Change & Technology Adoption
Project & Program Management
- Project & Program Oversight
- Technology Implementation & Integration
- Resource Planning & Prioritization
- Training Program Design & Delivery
Vendors & Business Operations
- Vendor Management & Relationship Management
- Contract Negotiation & Vendor Sourcing
- ERP Systems (AS400)
- Business Process Alignment
Data, Systems & DevOps
- Database Administration & Management
- CI/CD & Deployment Processes
- Systems Integration
Tools & Platforms
- Microsoft 365 Suite
- Project Management Tools (eg, Jira, MS Project, Smartsheet)
- Adobe Creative Suite (Photoshop, InDesign)
Core Competencies
- Problem Solving & Critical Thinking
- Analytical Decision-Making
- Communication & Influence
- Collaboration & Relationship Building
- Adaptability & Change Leadership
Certification
- Certified ScrumMaster (CSM) May 2021 — September 2024 Scrum Alliance
- Photoshop CC Mastery 2015 Train Simple
- InDesign CC Mastery 2015 Train Simple
- Web Content Marketing (Online Course) 2014 Pierce College
ADDITIONAL EXPERIENCE
- Sales & Marketing / Business Development Support / Account Representative, Pacific, Washington
- Assistant Supervisor / Account Executive, Kent, Washington, DC
- Marketing & Listing Coordinator, Puyallup, Washington
Timeline
Sr. Infrastructure Engineer
Talking Rain Beverage Co.
01.2022 - 11.2025
Lead IT Support Technician
Animal Supply Co.
12.2015 - 01.2022
Digital Marketing Coordinator
Animal Supply Co.
12.2013 - 12.2015
Process & Reporting Analyst
Animal Supply Co.
04.2013 - 12.2013
Customer Service Development & Operations Manager
Animal Supply Co.
05.2006 - 04.2013
No Degree - Web Design
Pierce College