Enterprise IT and Production Support professional with 12+ years supporting business-critical applications, end users, and distributed environments. Experienced in application support, incident and problem management, ServiceNow, Jira, Windows, Microsoft 365, production monitoring, change management, technical documentation, and cross-functional troubleshooting.
At Fiserv, I supported production environments across Houston, Omaha, and St. Louis, managing 4–7 incidents daily and coordinating technical teams during Sev 1 and Sev 2 events. I monitored batch processing, middleware, print queues, scheduled jobs, and application workflows, and supported releases, CAB activities, change windows, and post-patch validation.
I reduced recurring batch deletions by approximately 40% over two years by identifying repeat issues and recommending process improvements. I also created SOPs, runbooks, knowledge articles, and training documentation, and used AI-assisted tools to support analysis, summarization, and knowledge management.
Earlier roles included customer-facing application support at Jack Henry & Associates, enterprise service desk support at Precision Drilling, and technical support / implementation consulting across multiple client environments.
I am currently targeting remote or hybrid Application Support, Production Support, Technical Support, Service Desk, Incident Management, and IT Operations roles where structured troubleshooting, clear communication, and ownership through resolution are valued.
