Marian Shah

· Promoted from IT Systems & Support Engineer I to II in 2022

· Resolve 75% of daily Atlassian (Jira and Confluence) weekly tickets, enhancing project and DevOps productivity by building custom projects and spaces

· Reduce downtime by resolving complex Atlassian technical issues with workflows, automations, and other functions through independent research, AI tools, ScriptRunner, and vendor support partnerships

· Minimize work-stopping application access interruptions by diagnosing and resolving permission and account issues

· Eliminate application data breach risk by enforcing principle of least privilege for systems access requests

· Foster a secure, user-friendly collaboration environment by serving as the team’s Slack application lead, owning ticket triage and over 50% of issue resolution

· Maximize uptime and routing accuracy in the Freshservice ticketing system by diagnosing issues and rebuilding workflows and ticket structures

· As primary technical writer for the service desk, produce and regularly review over 100 SOP documents for the IT solutions catalog, ensuring up-to-date reference resources

· Provide onsite and remote technical support for over 5000 users, resulting in near universal user satisfaction

Projects:

· Atlassian: Identified and prevented data exposure threats to Atlassian data by conducting a collaborative security audit of over 500 Jira projects and Confluence spaces, implementing solutions to ensure only authorized data access and adherence to corporate privacy protocols

· Slack: Developed an improved administrator permissions scheme for the service desk, preventing risk while enhancing support efficiency by removing agent barriers to ticket resolution

· Mobile Device Management (MDM): Led a seamless onboarding of over 1000 Ring testing devices to Amazon's MDM, closing security gaps for protocol data

User Acceptance Testing: Minimized obstacles in system migrations and rollouts by collaborating on pilot teams, testing simulated cases and reporting findings in TestRail for Jira

• Led a dedicated Service Desk team, providing support to over 250 external client companies and fostering a collaborative environment prioritizing satisfaction and team development.
• Enhanced service efficiency through coaching and mentoring of service desk technicians.

Achievements

· Promoted from Tier 1 to Tier 2 (2015)

· Enhanced daily productivity by providing exceptional IT support to over 50,000 users via phone and chat

· Successfully resolved issues during critical email and domain migration projects

· Facilitated superior service quality by maintaining the IT knowledge base as the primary technical writer

· Trained and mentored new team members, fostering a collaborative and cohesive work environment.

· Partnered with cross-functional teams to enhance system reliability and user experience

Projects

· Reduced unexplained Active Directory account lockouts by over 50%, by developing a system that utilized advanced diagnostic tools and scripts to diagnose the source and cause of the lockoutsPromoted from Tier 1 to Tier 2 (2015)

• Enhanced daily productivity by providing exceptional IT support to over 50,000 users via phone and Live Chat
• Successfully resolved issues during critical migration projects, including Lotus Notes to Microsoft 365 and domain upgrades.
• Facilitated superior service quality by maintaining the IT knowledge base as the primary technical writer
• Trained and mentored new team members, fostering a collaborative and knowledgeable work environment.
• Partnered with cross-functional teams to enhance system reliability and user experience

Projects

• Reduced work-stopping unexplained Active Directory account lockouts by over 50%, by developing a system that utilized advanced diagnostic tools and scripts to diagnose the source and cause of the lockouts