| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE High Point, NCLINKEDIN LINK AVAILABLE EMAIL AVAILABLESenior Application Support Manager / EngineerPROFESSIONAL SUMMARYHighly skilled Application Support Manager with a proven track record in efficiently managing software application support for large organizations, strong expertise in troubleshooting, team leadership, team development, incident management and analysis and enhancing customer satisfaction.My track record includes consistently delivering exceptional customer service, fostering cohesive teamwork, and achieving cost-effective results. I excel in bridging the gap between operations and technology teams, ensuring the highest level of support and operational efficiency.SkillsProblem solving, Critical thinking, Flexibility, Communication, Team Work, Ability to work independently, Attention to detail, Organization, Leadership, Team Management, Development, Process Improvement, Data Analysis, Project and Problem Management, Stakeholder Engagement, KPIs, Documentation.MS Windows/Office, MAC/OS, O365,Google Suite, Slack, ServiceNow, JIRA, WMS, HighJump, Manhattan, MS SQL Studio, Google Big Query, Kibana, DataDog, Mobile Devices, RF Scanners, Printers, Sorters, Networking, WAPs, Active DirectoryEXPERIENCEWayfair, KY/NC April 2016 - January 2024 (7 years 10 months)Global Application Support Manager (Jan 2022 - Jan 2024) RemoteI strategically recruited and developed a highly efficient application support tier I team providing top-notch support to warehouse operations globally. This team started with 7 then expanded to 11 engineers providing global support for Wayfair s Fulfillment and Delivery networks previously supported by ~100 engineers.Managed and developed 3 teams: Tier I application support, Tier II WDN, and Tier II WFNCross collaboration Problem management resulting in ~80% decrease in operational issues across three picking flows.Drove team development and process improvement decreasing overall resolution time by ~44.24%.Strategically developed the team's skills, fostering effective collaboration with developer stakeholders reducing escalations by ~50% to Tier II teams and increasing customer satisfaction.Reduced WFN Location request by 62% for teams by driving proper ownership to Industrial Engineering teams and 100% reduction for WDN Location request.I created Looker Data Studio and ServiceNow reporting dashboards that provide metrics, trends, and incident performance analysis to improve team productivity and offer valuable insights for stakeholders.Provided Tier III support for escalations from my teams and stakeholders in addition to participating in Major Incident Resolution and post mortems.Manager WDN Tier II + Middle Mile WITS Engineers (Aug 2019 - Jan 2022) HybridI spearheaded the formation and growth of a Tier II team handling escalated, trending, and challenging issues. Led the support for new application implementations and enhancements globally. Managed local engineers in middle-mile cross-dock locations to ensure stakeholder satisfaction with services and infrastructure.Led effort to facilitate Stop Status Updates processing for our delivery network through the T2-WDN team, eliminating a roadblock. This enabled our development partners to overcome challenges in the Runway and Driveway 2.0 projects, leading to the successful implementation of a permanent fix for these status updates. (3,990 incidents with average resolve of ~12 hours)I orchestrated a reconfiguration of ServiceNow's WDN Incident categories, leading to the optimization of the submission portal and the establishment of a streamlined routing mechanism to the appropriate queues, thereby enhancing operational efficiencyDeveloped and initiated KPIs for WDN Tier II team and implemented Problem Management.Led mobile cart enhancement and refresh project at middle mile locations.Developed documentation and training for support engineers triaging Delivery Network issues encountered within the middle mile operations and Home Delivery locations.Provided Tier II and Tier III support for escalations to my teams and stakeholders.Support Engineer, Team Lead for Middle Mile WITS Engineers (Jan 2019 - Aug 2019) OnsiteI provided Tier I, II, III support for Wayfair s Delivery Network in addition to team lead for middle mile locations. Collaborated closely with developer stakeholders in deploying and supporting rollout of Delivery Network 2.0 across North America.Successfully transitioned support of WDN critical issues from developer teams to the Warehouse IT Support teams resulting in quicker resolution and more effective tracking for root cause and removing the responsibility from developers.Collaborated with developers and operations on WDN 2.0 providing support during rollout network wide in North America.Lead engineer over IT staff for two Middle Mile locations, driving exceptional support from infrastructure to warehouse management systems and desktop support.Provided application support globally within ticketing systemSupport Engineer (Apr 2016 - Jan 2019) OnsiteProvided desktop and application support for local middle mile locations and Fulfillment.Maintained local infrastructure support for Middle Mile operations from network to scanners, desktop, laptop, video conferencing and mobile carts.Collaborated with developer teams to become subject matter expert for WDN 1.0Interviewed and recommended for new support engineers for Middle Mile locations and trained once hired.HCL Technologies (Ann, Inc), KY - Senior Desktop Support Specialist (Feb2014 - May 2016) OnsiteMarsh & McLennan Companies, KY - Support Analyst November 2012 - February 2014Pfizer, Inc, TN- ET Desktop Manager: Senior Enterprise Technician November 2011 - July 2012Advanced Call Center Technologies, TN- IT Technician January 2008 - January 2011EDUCATION Limestone College, SC- BS, Computer Science / Industrial and Financial Mathematics (1989 - 1993)References Upon Request LINKEDIN LINK AVAILABLE |
