PROFESSIONAL SUMMARY
IT Service Operations Specialist with 5+ years of experience in queue management, incident triage, and enterprise support for Microsoft Azure environments. Proven track record of maintaining SLA compliance, resolving escalations, and optimizing workflows in high-volume service desks. Adept at cross-functional collaboration, root cause analysis, and supporting cloud-based IT operations to improve service delivery and reduce backlog.
CORE SKILLS
• Queue Monitoring & SLA Compliance
• Incident Triage & Escalation Resolution
• Service Desk & IT Support Coordination
• Root Cause Analysis & Reporting
• Workflow Optimization & Process Improvement
• Microsoft Azure Administration Support
• Cross-Functional Team Collaboration
• Multi-OS Environment Proficiency (Windows, Linux, Mac)
• Technical Documentation & Knowledge Base Contribution
• Basic Web Technologies (HTML5, CSS3)
CERTIFICATIONS & EDUCATION
CompTIA A+ Certified, 2025
Bachelor of Arts, Media Arts & Animation, 2003 | The Art Institute of Colorado, Denver, CO
PROFESSIONAL EXPERIENCE
Queue Monitor & Fintech Analyst II | TeKnowledge | Colorado Springs, CO | Oct 2018 – Present
• Lead intake and triage of Azure support cases, ensuring SLA compliance through strategic workload balancing and proactive queue health monitoring.
• Assign tickets based on scope, urgency, and team expertise, escalating high-impact incidents and anomalies to engineering and management as needed.
• Provide operational oversight for Azure Subscription Management, advising peers on best practices and guiding resolution strategies for billing, sponsorship, and account access issues.
• Generate and analyze workload distribution reports to identify trends, bottlenecks, and opportunities for process improvement.
• Collaborate with management to refine workflows, reduce backlog, and enhance ticket resolution efficiency across cross-functional teams.
• Serve as escalation point and backup for colleagues, maintaining case continuity and customer satisfaction during coverage gaps.
Captioning Agent | CaptionCall | Colorado Springs, CO | Nov 2015 – Oct 2018
• Delivered accurate real-time captioning of live conversations, maintaining strict confidentiality and precision.
• Sustained high dictation speed and accuracy under pressure.
Geospatial Editor & 3D Editor | Microsoft | Boulder, CO | Oct 2013 – Oct 2015
• Processed and edited geospatial imagery and architectural models for Bing Maps and Windows Map App.
• Improved accuracy and usability of Bing Streetside Maps through detailed quality review and issue resolution.
TECHNOLOGY
• Queue & Ticketing Systems: Experience with proprietary queue management tools; adaptable to platforms like ServiceNow and Jira
• Cloud Platforms: Microsoft Azure
• Operating Systems: Windows, Linux, macOS
• Productivity Tools: Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Web Technologies: HTML5, CSS3
• Editing & Design: Adobe Photoshop, Premiere, After Effects
• 3D & Modeling: ZBrush, 3DS Max