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I’m an IT/Application Consultant Specialist and Head of Support and Implementations with 5+ years of experience managing and prioritizing multiple incidents while staying deeply focused on customer service and second-line technical support.

I resolve high-priority issues by investigating, tracking, and documenting technical problems—testing solutions, understanding code and error logs, and logging software bugs with clear communication to internal teams and clients. I also use SQL to extract and filter data, verify data integrity, and drive data-driven conclusions.

In Agile/Scrum environments, I collaborate cross-functionally to deliver new features and support ongoing product development. I’ve designed, implemented, and configured loyalty program solutions—using business rules, promotions, and client-specific features—and supported monitoring and logging with tools like DataDog, Azure Log Analytics, and Site24x7.

I coordinate remote and on-site support using ConnectWise, AnyDesk, TeamViewer, and RealVNC, and I gather requirements with third-party vendors to ensure successful delivery. I also create technical documentation and end-user training, and I use AI-driven tools ethically to optimize SQL queries, interpret logs, and draft customer-ready responses.