Public Utilities Commission (SFPUC) supporting enterprise applications and IT operations. • Skilled in troubleshooting hardware, software, and connectivity issues in large scale environments, as well as device lifecycle management. • Experienced collaborator with infrastructure and networking teams to resolve complex issues, logging all details in ServiceNow and JIRA ticketing systems. • Strong communicator who focusses on delivering reliable, user-first IT experiences and solutions. • Interested and curious to grow with modern, fast-paced tech environments. TECHNICAL SKILLS • Familiar with both Windows and macOS environments. • Enterprise Tools and Applications: ServiceNow, JIRA, SharePoint, Oracle SQL Developer, Visio, Figma, Microsoft Office, Teams and Active Directory (AD). • Programming Languages: SQL, Python, Java, C++, Swift. • Other: Documentation, requirements interpretation, data analysis, cross-team coordination. GENERAL ATTRIBUTES • Led, partnered and collaborated with stakeholders to create, design, and develop various computer projects. • Provides quality end-user support, addressing issues and requests efficiently and professionally. • Determined to and motivated by learning and growth. • Consistently meets deadlines, detail oriented, with excellent communication skills. WORK EXPERIENCE • Support enterprise billing systems and integrations; collaborate with networking and telephony teams during IVR and CCS upgrades. • Perform QA testing for enterprise and bureau application updates to validate design specifications, system performance and report defects. • Produce and maintain technical design diagrams and system workflows, interface, and data path documentation. • Generate ad-hoc and operational reports for billing and financial teams; analyze data accuracy and communicate findings. • Manage JIRA ticket workload and report ticket status with stakeholders.