Technology Support Data Analysis

Letwin Mashy

Results-driven Technology Support professional with 7+ years of experience in maintaining operational stability, troubleshooting complex technical issues, and driving continuous improvement within IT environments. Demonstrated expertise in root cause analysis (RCA), incident resolution, and data analysis using advanced Excel skills. Adept at collaborating with cross-functional teams to optimize system performance and user experience. Skilled in managing diverse technical environments, including cloud-based platforms and ITIL processes. Service-focused with a track record of excellence in customer relations, task prioritization, and time management. Motivated to address customer concerns efficiently, develop proactive solutions, and implement corrective actions swiftly to enhance operational success.

Core Competencies

• Incident & Problem Management

• Root Cause Analysis (RCA) & ServiceNow

• Data Analysis & Pattern Recognition

• Dashboard & Report Creation (Tableau)

• Advanced Excel (Formulas, Scripting, Data Filtering)

• ITIL Processes & Best Practices

• Cross-Technology Support (Network, End User, Distributed, Storage, Mainframe)

• Cloud Platforms & Observability Tools

Work History

Mar 2020 -

Current

Senior Technology Support Specialist III

Amadeus IT Group, Dallas, TX

Lead incident resolution and problem management for production applications, ensuring operational stability, availability, and performance.

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Partner with technology owners and subject matter experts (SMEs) to identify and implement permanent resolutions, reducing incident recurrence by 20%.

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Conduct Root Cause Analysis (RCA) within ServiceNow, creating comprehensive reports and driving problem resolution strategies.

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Develop interactive dashboards and visual reports in Tableau, providing actionable insights into incident and problem trends.

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Senior Technology Support III - Incident Management Address Dallas, TX 75240

Phone 682-***-****

E-mail ***************.**@*****.***

Leverage advanced Excel skills to analyze large datasets, including using complex formulas, scripting, and filtering, to support data-driven decision- making.

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Collaborate across regional teams and technical domains to resolve incidents in network, end-user, distributed systems, storage, and mainframe environments.

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Utilize monitoring and observability tools to detect anomalies in production environments, escalating and resolving issues promptly to minimize downtime.

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Participate in quality assurance reviews, ensuring robust problem tasks are implemented to address root causes effectively.

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Evaluated emerging technologies for potential incorporation into company systems, staying abreast of industry trends to maintain competitive advantages in service offerings.

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Jan 2017 -

Feb 2020

Senior Application Support Engineer

Trustwave, Chicago, IL

Provided advanced support for enterprise-level applications, resolving escalated technical issues, and ensuring high availability for business-critical services.

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Managed RCA processes, identifying underlying causes of recurring incidents, and implementing preventive measures.

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Created comprehensive reports and performance metrics for executive review, using data visualization tools like Tableau.

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Engaged in proactive monitoring of system performance, identifying trends, and preventing potential issues.

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Collaborated with infrastructure and development teams to optimize application performance and enhance end-user experience.

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Collaborated with cross-functional teams to develop, test, and deploy new features and improvements to existing applications.

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Jun 2013 -

Dec 2016

Desktop Support Engineer

AECOM, Houston, TX

Delivered end-user support, resolving complex technical issues, and maintaining system availability.

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Assisted in managing IT infrastructure, including network devices, storage solutions, and distributed systems.

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Conducted regular maintenance checks and supported software updates to ensure seamless user experiences.

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Participated in troubleshooting sessions with cross-functional teams, contributing to efficient problem resolution.

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Optimized PC performance through regular updates, patches, and system upgrades.

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Education

Jan 2013 Bachelor of Science: Computer Engineering Technology University of Social Science - University, Social Science Certifications

AWS Cloud Practitioner

ITIL Foundation Certificate

Volunteer Experience

• Volunteer Coordinator, Local Community Food Drive, 01/01/19 -12/31/21

• Mentor, Big Brothers Big Sisters Program, 01/01/17-12/31/19 Awards

• Employee of the Month, Trustwave

• Excellence in Data Analysis Award, Amadeus

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