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Elsie Heck

@elsieheck

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I lead IT programs, database migrations, and digital design projects that streamline delivery.

United States

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What I'm looking for

I'm looking for opportunities to lead IT delivery, coordinate cross-functional teams, improve technical processes, and translate business needs into clear milestones, deployments, and user-focused outcomes.

I'm currently delivering freelance design and IT consulting through Cloverpetal ltd., where I developed a website, established an online presence, and provide DNS management and hosting for a small family-owned business.

At U.S. Business Holdings, I led planning and execution for a franchise-wide MongoDB database migration supporting a multimillion-dollar web application project. I translated business and technical requirements into milestones, coordinated global teams, and supported Scrum ceremonies.

I improved bug tracking, QA, configuration management, and communication across helpdesk, stakeholders, and end users, contributing to an 80% reduction in CM resolution time. I also developed field-migration scripts that reduced deployment time by more than 65% and oversaw dashboard development for clearer reporting.

Previously at Leidos, I resolved 98% of 25+ daily service desk tickets without escalation for an intranet serving 700,000 users. I also refined troubleshooting documentation, mentored new hires, and built PowerShell automation and network diagrams during my Idaho Transportation Department internship.

Experience

Work history, roles, and key accomplishments

Current

Freelance Design & IT Consulting

Current

Cloverpetal Ltd.

Jan 2024 - Present (2 years 9 months)

Developed website and established online presence for a small family-owned business. Provided DNS management and hosting.

Web Development DNS management Hosting

IT Program Coordinator

U.S. Business Holdings

Jun 2022 - Nov 2023 (1 year 5 months)

Led planning and execution of a franchise-wide database migration to MongoDB for a multimillion dollar web app development project in an agile environment. Collaborated with a diverse global team to translate business and technical requirements into milestones and deliverables.

MongoDB Agile Scrum Jira UAT Data Visualization Dashboarding Scripting Project Management

NMCI Service Desk Analyst

Leidos

Mar 2017 - Apr 2022 (5 years 1 month)

Handled 25+ calls daily, resolving 98% of tickets without escalation on an intranet with 700,000 users. Refined troubleshooting processes and updated internal support and training documentation.

Active Directory Troubleshooting Documentation Mentorship Help Desk

IT Department Intern

Idaho Transportation Department

Jun 2016 - Jul 2016 (1 month)

Used Visio and SolarWinds to create up-to-date top-level and regional network diagrams. Developed PowerShell script to parse SolarWinds data, streamlining future diagram updates.

Microsoft Visio Solarwinds PowerShell Network Diagrams