Shernette Taylor

• Perform daily checks for MNP and MN3P on My Navy Portal Availability Log.
• Perform application checks for the Salesforce Site, Application Availability Tracker.
• Test octane score, hardware score, frame rate, latency, download speed, and upload speed in the eCRM Portal Performance and Baseline on government and corporate assets.
• Monitoring AWS CloudWatch alarms for MNP and MN3P.
• Updated weekly Excel data spreadsheet.
• Create incident tickets in the Jira Software.
• Analyzed performance data to identify trends and provide insights for decision-making.
• Facilitated training for staff members.
• Generated a comprehensive monthly Excel spreadsheet for various departments within the organization.
• Implemented strategies to ensure compliance with organizational goals, objectives and standards.
• Collaborate with creating and maintaining SOPs.in Confluence.

• Administered SharePoint portals and managed user permissions, permission levels, and Account access for KATMAI Technical Services.
• Provided technical support to staff on SharePoint functionalities and best practices.
• Monitored system performance and resolved issues to ensure optimal operation.
• Created documentation for processes, guidelines, and troubleshooting steps for users.
• Responded quickly and efficiently when alerted about outages or other critical incidents involving the platform's components.
• Troubleshot issues related to application errors or unexpected behavior in the SharePoint environment.
• Provided technical support to end users on various aspects of using SharePoint sites and services.
• Created and monitored performance metrics to keep databases functioning at optimal capacity.
• Collect and report metrics associated with the response and resolution of service requests. Metrics collection, which includes operational availability and utilization data, coordinating with hosting facility personnel as necessary.
• Deliver ISO90001:2000 2000 Internal Audit.
• Deliver monthly Help Desk Metrics.
• Updated iNAVY Katmai CMMI Monthly Documents.

Managed all department sites under the iNAVSEA Portal and NMCI users.
• Managed user profiles for the newly created or renewed accounts.
• Disabled accounts based on the 1 in 30 days Policy.
• Assignment of proper permission levels for all users of the site.
Performed daily monitoring, updating, and closing tickets in the SharePoint Ticket System.
• Escalated issues as needed, and maintained communication with the customer and technical teams within established service level agreements.
• Ability to multi-task and switch gears to meet changing priorities and tasks to accomplish goals/objective.
• Conducted weekly and monthly static report for senior management.
• Coordinates onboarding and outboarding clearance process for new hire and formal employees.
• Creating and updating project management plans.
Collect data and materials that increase communication with internal and external customers.
• Facilitate meetings for internal and external customers. Developing and maintaining complex schedules, and preparing status reports for the project assigned.
• Maintained and reprioritized as new projects are proposed, and older projects are completed or terminated.

• Assisted in migration projects to transition data between systems smoothly.
• Responded quickly and efficiently when alerted about outages or other critical incidents involving the platform's components.
• Provided technical support to end users on various aspects of using SharePoint sites and services.
• Troubleshot issues related to application errors or unexpected behavior in the SharePoint environment.
• Created and monitored performance metrics to keep databases functioning at optimal capacity.

• Generated daily system reports and monthly static reports for senior management.
• Monitored, updated, and resolved tickets in SharePoint Ticket System daily.
• Escalated issues as necessary while maintaining communication with customers and technical teams.
• Conveyed project priorities and status updates effectively.
• Delivered clear oral presentations to stakeholders.
• Assisted users with Department of Justice (DOJ) Connect training for teleworking.
• Served as primary contact for troubleshooting hardware, software, and BlackBerry devices.
• Documented all incidents in SharePoint ticketing system.
• Collaborated with other teams within the organization for successful completion of projects involving multiple stakeholders.
• Provided technical support for users across various systems and applications.
• Responded promptly to user inquiries, resolving issues efficiently and effectively.

• Conducted a weekly CSI Quality Survey, and prepared complex weekly Quality Assurance Reports for senior management.
• Conducted a monthly hardware data report for the NOC Data Center.
  Author professional correspondence to customers and vendors.
• Manage and maintain RSA tokens.
  Performed daily monitoring, updating, and closing of CSI (vendor) hardware problem reports. Escalated issues as needed, and maintained communication with the customer and technical teams within established service level agreements.
• Ability to multitask and switch gears to meet changing priorities and tasks to accomplish goals and objectives.
• Assisted with the training of new Help Desk employees.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Assisted with customer requests and answered questions to improve satisfaction.
• Maintained updated knowledge through continuing education and advanced training.
• Provided support and guidance to colleagues to maintain a collaborative work environment.