Tapiwa Z. Ushe

07/2024 - Present (Contract)

Analyzed business requirements and implemented system optimizations, enhancing overall business development and efficiency.

• Provided second-level support for troubleshooting and resolving GuideWire product issues, ensuring compliance with SLA standards
• Maintained and managed the Legacy AS400 system database, ensuring data integrity and operational continuity.
• Communicated critical issues and actionable insights to executives and management, facilitating informed decision-making.
• Administered the integration of Atlassian Confluence, successfully migrating and centralizing documentation to improve accessibility and organization
• Led a project to integrate JIRA with ServiceNow, establishing a JIRA database and optimizing queries using JQL for enhanced automation
• Collaborated with finance, technology, and accounting departments to gather system requirements, streamline business processes, and ensure cross-functional alignment
• Improved training manuals, documentation, and support processes by working closely with management to restructure the knowledge base, resulting in more effective training and support
• Reduced operational redundancies and improved SLA response times by 15%, contributing to higher service efficiency
• Designed and managed comprehensive reports to monitor project progress and performance metrics, ensuring alignment with business objectives

09/2023 - 03/2024 (Contract)

Provided 2nd level remote support to enterprise clients, reviewing old and submitting new documentation, finding and escalating bugs in the software.

• Provided 2nd level technical support in resolving problems (troubleshooting, incident response, bug triaging and fixing) and supporting execution plans for systems/application upgrades, patches and bug fixes.
• Ran queries against our database with PostgreSQL syntax, CRUD operations to make changes to our clients data.
• Automated tasks on the Cloud via Kubernetes cron job’s, ensuring tasks such as chain sync’s are performed on a scheduled basis
• Worked with Technical Account Managers, CSMs, and various Engineering teams, to react to critical support tickets in which multiple departments may be required
• Leveraged JIRA to create, track, escalate and resolve tickets for our enterprise clients as well as create and update documentation
• Drafted new documentation where knowledge gaps were present, updated existing docs, and provided feedback to docs and training strategies
• Python scripting to automate tasks such as ingesting files and new data, caching, perform config updates, and export data

07/2023 - 09/2024 (Contract)

Provided 2nd level support to end-users any software or hardware issues. Managed HRIS integration project(s) and maintained Linux DB.

• Oversaw the development of the application architecture project management, implementing enterprise architecture frameworks (TOGAF) which reduces redundancy, complexity and information silos and business risks associated with the Town’s investments.
• Provided 2nd level support of enterprise applications and interfaces such as Microsoft Dynamics GP, FMW, Dayforce, CityWorks, Perfect Mind, GHD Web services, and APIs through prioritizing, triaging, and resolving requests within their SLA.
• Provided support in resolving problems (troubleshooting, incident response, bug triaging and fixing) and supporting execution plans for systems/application upgrades, patches and bug fixes
• Developed and maintained required system and database upgrade documentation and other IT knowledgebases (ServiceNow, ITGlue knowledge base)
• Validate requirements for changes to existing and new business information systems and assist with development of user acceptance testing and delivery of end user training
• Co-ordinate tasks and other work items with multiple parties on some projects

01/2022 - 04/2023

Provided remote support to end-users for software specific issues or administrative tasks, meeting SLA policy standards.

• Utilized ZenDesk and JIRA to troubleshoot and escalate end-user issues, detail bugs and QE updates
• Detailed updates with the Learning Teams for documentation in Confluence by creating and formatting specific articles for the Support team.
• Managed new regulatory content for customers such as Meta, NFL, Kraken, and JP Morgan and ensured abidance by keeping all standards updated for Governance, Risk and Compliance (GRC) such as ISO72001, GDPR, NIST, SOC2, PCI, and more.
• Assisted in answering technical questions, RFPs and RFIs with Sales teams to provide further insight on the SaaS/Cloud environment software
• Collaboration with the support team, and across departments such as Finances, Sales, DevOps, QE, & Product Development teams to coordinate new feature releases
• Managed customer data through AWS, using monitoring resources and applications, such as Amazon CloudWatch, AWS X-Ray, and AWS Cloudtrail
• Demonstrated ability to adhere to strict company security protocol and procedure. Met ISO27018 standards to protect customer data.
• Developed and ran SQL and Powershell scripts for retrieving, or purging mass amounts of customer data
• Executed Powershell commands for basic Active Directory management and automation
• Supported clients in many industries worldwide including Healthcare, IT, Corporate Security, Incident & Risk Management, Banking and Government bodies
• Leveraged API calls to troubleshoot issues pertaining to App Security and availability, SSO, MFA, IP authorization & application functionality

05/2021 - 11/2021

Provided remote support to employees, creating and documenting tickets via email, chat, and telephone.

• Documenting new operating procedures, and providing feedback to new and working operational procedure
• Trained staff on newly acquired computer and A/V equipment during initial hardware implementations
• Exercised systems admin responsibility with facility in access control for end-users on the network
• Integrated dozens of new companies (JW Davis, Kuhn & Assoc.) through mergers and acquisitions, handling onboarding batch requests
• Updated front-end of the company website with new features for employee notifications
• Collaboration with senior analysts, business analysts, and managers for new IT projects and brokerage acquisitions.
• Developed front-end of the company website (HTML & CSS) with new features for employee notifications
• Leveraged Citrix to work in a hosted environment, providing troubleshooting within a virtualized network

01/2020- 01/2021

Achieved sales targets for hardware and service packages by up-selling, warm-calling, and cold-calling customers, while providing support when needed

• Provided remote support to customers, communicated desktop technical support cases through inbound phone calls.
• Ensured compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
• Preparing reference material for technicians by running diagnostics and gathering performance analytics on networks using internal tools.
• Improved existing programs by evaluating objectives and specifications, reviewing proposed changes and providing recommendations
• Escalated any issues that cannot be resolved over the phone to scheduled service calls where visits are made to client facilities to assess and correct problems in person.

05/2019 - 10/2020

Provided desktop and remote support to over 100 employees in a Windows 7/10 environment.

• Initiated calls with stakeholders regarding multiple hardware and software projects.
• Utilized Google suite to create system documentation, project plans, test scripts and education materials for future employees
• Suggested process improvements to IT Support Supervisor in areas that positively impacted business and the level of support