KATIE O'BRIEN
Blackshear,GA
Summary
Dynamic Application Administrator Supervisor with a proven track record at RW, recognized for leading high-performing technical support teams and driving operational excellence. Experienced in cloud infrastructure solutions, complex issue resolution, and escalation management, with a strong focus on service quality, stakeholder partnership, and continuous improvement. Known for implementing effective process and performance enhancements that improve team efficiency, customer satisfaction, and SLA outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Application Administrator Supervisor
Rightworks
07.2019 - Current
- Oversaw critical initiatives by planning, designing, and scheduling phases to adhere to designated deadlines.
- Demonstrated adaptive and supportive communication with key stakeholders.
- Defined clear targets and maintained interdepartmental relations to accomplish symbiotic goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
- Delivered superior training and leadership to employees to boost performance and help team members achieve performance targets.
- Identified, cultivated, and documented policies and procedures.
Application Administrator
Rightworks
04.2017 - 07.2019
- Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations, and product innovation.
- Vetted and implemented new applications and enhancements to existing applications.
- Identified and addressed dynamic service trends.
- Fostered relationships with vendors and customers to uphold positive working relationships.
- Maintained professional demeanor by staying calm when addressing unsatisfied customers.
Technical Support Engineer
Xcentric
09.2015 - 04.2017
- Responded to support requests and patiently walked individuals through basic troubleshooting tasks.
- Conducted in-depth resolution research for applications and network issues to address customer concerns.
Education
Associate of Science - Computer Systems And Networking
ITT Technical Institute
Duluth, GA12.2010
Skills
- Strategic organization
- Effective diplomatic communication
- Complex problem resolution
- Effective prioritization
- Responsive to new challenges
- Quality Assurance
- Ethical conduct
- Adaptable thinking
- Proficient in Citrix and terminal services
Certification
- HDI Support Center Team Lead
Timeline
Application Administrator Supervisor
Rightworks
07.2019 - Current
Application Administrator
Rightworks
04.2017 - 07.2019
Technical Support Engineer
Xcentric
09.2015 - 04.2017
Associate of Science - Computer Systems And Networking
ITT Technical Institute