Paul Baumann

I’m a Technical Support Analyst focused on maintaining and troubleshooting hybrid on-prem and AWS environments for high-impact, nationwide systems. I’m known for rapid resolution of critical incidents, leading cross-functional escalations, and providing clear, client-focused communication. I bring quick learning, root cause analysis (RCA) and remediation, change management, and a strong commitment to improving service reliability, recognized as a Vision Technologies Focus Award recipient for exceptional client support.

Most recently, as a Systems Analyst Advisor at Beacon Hill Technologies/GDIT (Jul 2025–Jan 2026), I resolved “3 0 to 35 weekly user access incidents” for the Medicare Secondary Payer Recovery Portal (MSPRP). I used Oracle and PostgreSQL database queries in DBeaver to identify and solve authentication failures and data discrepancies, and I owned tickets end-to-end within the COB&R Jira ticketing system while maintaining “100% SLA compliance.” I also coordinated with CMS Help Desk and technical teams to communicate incident status, gather details, and follow up with end users after resolution as needed.

Previously, as an Operations Engineer at the American Association of Motor Vehicle Administrators (Sep 2024–Apr 2025), I supported the AAMVA suite of web applications by monitoring enterprise applications and network infrastructure using SolarWinds, Azure Alerts, and Orchestrator. I escalated high-severity incidents to maintain “99.9% uptime” and built and maintained SOPs for application monitoring, troubleshooting, and network incident response—improving incident response time by “50-60%.” I performed targeted troubleshooting on network routers using ipconfig, tracert, nslookup, and ping to isolate and escalate connection errors to equipment vendors.

Earlier roles strengthened my ability to drive investigations from logs to fixes: at Conduent (Apr 2021–Jul 2024) I diagnosed production incidents for a large HR SaaS application using Unix application logs, AppDynamics, and SiteScope, and authored SQL queries and stored procedures for RCA. At Vision Technology Services/T. Rowe Price (Apr 2019–Apr 2021), I investigated internal application incidents across cloud and on-premise systems using Splunk log analysis and Oracle SQL, including AWS S3 and Informatica ETL file-transfer failures impacting overnight financial transaction processing. Across these experiences, I’ve consistently led vendor escalations, coordinated cross-team communications, and documented accurate RCA in ServiceNow—always aiming to restore functionality quickly and prevent repeat issues.