IT Operations, Systems & Data Specialist

SHAYE A. ACEVEDO

Hollister, CA *****************@*****.*** **********@**********.***

linkedin.com/in/shaye-angelo-a-a44927266

IT OPERATIONS & JUNIOR SOFTWARE ENGINEER

Systems Support • Process Automation • Data Analysis • AI & LLM Applications TECHNICAL SKILLS

Category Competencies

Programming & Scripting Python, C++, Java, SQL, JavaScript, HTML/CSS, PowerShell, Batch, Bash, REST

APIs, Google Apps Script, Prompt

Engineering & LLM Workflow Integration

Systems & Automation SaltStack, Microsoft Intune, Entra ID, Active Directory, Google Admin Workspace (GAM),

DeepFreeze, Endpoint Imaging & Deployment,

Asset Lifecycle Management,

Windows/macOS/iOS Support

Data & Analysis SQL Queries, Excel (Pivot Tables, VLOOKUP), Power BI, Ticket/Trend Analysis, Data

Integrity & Audit Review, AI/LLM-Assisted

Research & Process Optimization

Platforms & Tools FreshService, ServiceNow, Jira, Salesforce, Zoom Administration, Google Workspace,

BoomTown CRM

PROFESSIONAL EXPERIENCE

EVERYDAY HEROES REAL ESTATE (EHRE) — Remote / Hybrid Operations & Systems Coordinator / Data Analyst 2026 – Present

● Supported operational modernization initiatives through CRM optimization, process automation, and business systems analysis.

● Developed structured workflows and reporting systems to improve lead tracking and data integrity across sales pipelines.

● Assisted in building centralized operational frameworks integrating Google Workspace, BoomTown CRM, and automation tools.

● Created technical documentation, field manuals, and process guides to standardize team operations.

● Applied AI-assisted workflows to support lead management and business intelligence reporting.

GAVILAN COLLEGE — Gilroy, CA

Systems Support Specialist II Mar 2024 – Sept 2025

● Supported IT operations for a 26,000+ user educational environment, balancing reliability with data integrity.

● Data-Driven Process Improvement: Analyzed 1,400+ FreshService tickets to identify recurring defects, implementing root-cause fixes that reduced repeat incidents by 35%.

● Automation & Tooling: Engineered automated workflows using GAM, SaltStack, and PowerShell, reducing manual entry errors by 60% across 26,880+ accounts.

● Endpoint & Security: Administered 600+ Windows 11 endpoints via Intune and Entra ID, maintaining full compliance through audit-driven remediation. SONESTA SELECT SUITES — San Jose, CA

Night Auditor & Technical Operations Support Feb 2024 – Present

● Executed nightly financial reconciliation and system verification with 100% accuracy prior to system rollovers.

● Served as the sole technical resource for overnight operations, resolving Wi-Fi, VoIP, and reservation system outages.

● AI Modernization: Developed a proposal for guest inquiry automation, projecting a 20% increase in operational efficiency.

TELUS INTERNATIONAL — San Jose, CA

QA Analyst & Technology Integration Specialist Apr 2021 – Feb 2024

● Conducted structured QA and validation for AI platforms and wearable technologies, including Apple Watch and Google Vision.

● Executed 200+ test cycles, validating performance metrics and logging defects against enterprise quality standards.

● Produced analytical reports and visualizations that contributed to a 20% reduction in post-launch software defects.

SELECTED PROJECTS & TECHNICAL INITIATIVES

● Endpoint Automation: Designed remediation workflows using SaltStack and PowerShell for cross-platform compliance checks.

● Software Utilities: Built custom scripts in Python, C++, and Java focused on maintainability and real-world usability.

● AI Integration: Applied LLM workflows for prompt engineering, documentation, and operational decision support.

● Design & UX: Created digital media assets using Adobe Creative Suite, Blender, and Figma to bridge technical systems with user-facing communication. EDUCATION & TRAINING

Bachelor of Science, Computer Science (Expected 2027) San Jose State University

Associate of Arts, Digital Media (2022)

Gavilan College

Additional Coursework:

● Open Source Society University — CS50 Computer Science

● SQL — De Anza College

● Google IT Support Professional Certificate

● CompTIA A+ (In Progress)

MILITARY SERVICE

U.S. Navy — Diesel Engineering Systems "A" School (1991–1995)

● Top Academy Student • Lieutenants’ Commendation

● Petty Officer, Second Class USS Kitty Hawk (CV-63)

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