Fulton County Schools (FCS), Office of Information Technology (OIT) (07/2005 – Present)
Supporting 95000+ Students, 16000+ Staff, 6000+ Teachers

System Analyst, FCS OIT (06/2014 – Present)
Excelling in support within the Department of Student Information was promoted within to develop and improve the Student Information System (SIS) and application management operations.  Responsible for design, implementation, operation, monitoring, documenting, and maintenance of the Student Information System (SIS).

• • Within 1 year as a team leader, identified and employed workflow Decreased the likelihood of a rollback and data restore for the systems’ year-end procedures, increasing efficiency, and supporting goals.
  • Governed Change Management within the technical standards of the Change Advisory Board. Facilitated competent approved request for change (RFC), including risk and impact analysis (service level, capacity, performance, security, compliance, and resources involved, etc.).
  • Reduced help-desk ticket escalation 20% by providing tier 3 response and resolution support. Developed troubleshooting FAQ guides, user-friendly self-guided manuals, cheat sheets, and training.
  • Spearheaded measure decreasing system downtime, producing a stabilized server and client environment. Baselined server performance for bottlenecks or opportunities for improvements. Initiated corrective measures and maintenance windows to minimally impact usability in alignment with Service Level Agreement (SLA).
  • Recognized serious data archive issues that contributed to the unnecessary risk of records loss. Galvanized support of Executive Management and department Director, presented a plan that was authorized leading to improved data archival management.
  • Mapped the workflow of modules, created charts, documentation, summarized and organized materials for senior level presentations. Contributed significantly to Executive Team, Director, and Business Analyst with Request for Proposal (RFP) requirements analysis.

Technical Support Specialist III, FCS OIT (08/2011 – 06/2014)
Recognized for outstanding customer service received a promotion to the Department of Student Information. Tasked with providing training, daily support, guidance, and solutions to issues reported such as user access, application error messages, integrations, and second level support of unresolved issues within the Student Information System.

• • Performed critical steps of managing the system, after a short notice from the Director, called the ‘Year End Rollover’. Received the ‘Award of Excellence’ from the IT Chief Information Officer and department Director.
  • Successfully improved a scheduled sequence of procedures for running a weekly maintenance window in a failover-clustered environment improving system performance.
  • Established enhancements requiring revision in logical flow and techniques. Applied learned knowledge of the existing system and developed new time-saving methods that assisted end-users with module management.
  • Developed and organized user-friendly documentation on system modules. Translated technical writings to understandable terms and increased user experience, best practices, and strategies.
  • Coordinated and delivered high-quality training on a rotating calendar schedule for 100+ School Technology Specialist on the fundamentals of the system with training materials to use at local level training.
  • Restructured, managed, and assigned security profiles permitting access necessary to only perform job functions. Adhered to the strict department polices standards for information assurance and security.

School Technology Specialist (STS), FCS OIT (07/2005 – 08/2011)
Recruited to provide schools on-site end user and computing support, including investigating, troubleshooting, analyzing hardware and software problems, network, and instructional technology incidents.

• • Managed multiple highly successful refresh projects of all computing equipment. Installed, coordinated vendors and additional IT personnel improving the quality of installations and cutting downtime.
  • Demonstrated a personal commitment to excellence, was voted as ‘Professional of the Year’ by peers for outstanding work in technology and customer service.
  • Conducted in-house training for new employees and retraining of experienced workers on the most common software, operating systems and district approved software increasing end-users basic computer skills.
  • Successfully built and managed state of the art computer labs with multimedia, audio, and visual equipment supporting administrative educational and web-based services.

• • Applied and gained valuable hands-on technical know-how that allowed me to have transferable skills with general system administration, LAN/WAN maintenance, hardware/software support, and user account management. Provided first-level support, inventory documentation, and personnel training.
  • Designed and maintained a website using HTML and website development applications and tools.