Ashlyn Mays

• Resolve customer issues through advanced Linux command line troubleshooting
• Analyze system logs to identify and mitigate critical infrastructure problems within Oracle Cloud Infrastructure
• Manage end-to-end deployment of applications, policy creation, cloud storage maintenance, and service reliability monitoring
• Implement data-driven service optimizations based on comprehensive metric analysis
• Enhance software functionality through systematic debugging and targeted code improvements

Achievement: Reduced average incident resolution time by 35% through implementation of automated diagnostic tools

• Maintained exceptional SLA adherence in 24x7 operational environment through prompt incident response
• Preserved high system/platform availability by diagnosing, mitigating, and appropriately escalating issues within Microsoft Azure
• Led documentation of system outages and coordinated resolution through structured change management processes
• Optimized performance of Azure Virtual Machines through proactive management
• Served as primary support contact for critical customer issues, driving platform improvements and stability

Achievement: Maintained service uptime for key customer applications

• Delivered rapid resolution of customer/user issues with consistent attention to priority and timeline requirements
• Executed monthly system deployments including Nessus, Splunk, Windows 10, and critical security patches
• Collaborated with Information System Security Officers to ensure compliance with federal security standards through comprehensive audits
• Utilized ServiceNow to efficiently track, manage, and update support tickets

Achievement: Successfully implemented security protocols that passed 100% of compliance audits

• Maintained comprehensive ticket management through ServiceNow, ensuring accurate documentation and timely resolution
• Utilized Remote Desktop Protocol to diagnose and resolve complex technical issues
• Performed comprehensive system setups including operating systems, software, antivirus, patches, and peripherals
• Provided regular status updates to management regarding ticket progress and resolution metrics

Achievement: Recognized as 'Top Support Specialist' for resolving 20% more tickets than team average