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Rachel Crane

Lead Application Support Analyst at Bridgevine Inc

Port Saint Lucie, FL

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Work Experience

Lead Analyst, Application Production Support

Bridgevine Inc
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Vero Beach, FL
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August 2008 to Present

• Conduct various types of testing such as functional, regression, system integration (SIT), acceptance (UAT), load/performance, security, browser compatibility, and performance testing. 
• Works in a variety of ticketing systems across multiple departments from beginning to end including, problem management, project management, defect management, and development.  
• Analyze API’s as part of the issue investigation process and engage other resources such as business analyst, configuration manager, database administrators, network administrators, and developers as needed.  
• Participate in production releases with cross-functional teams to ensure all the related information are gathered to successfully deploy patches and application releases with minimum disruption to customers.  
• Support existing clients in the adoption of new features and working with the implementation team to bring newly launched clients smoothly onto the production environment. 
• Manage a team of resources in day-to-day monitoring, supporting, so that the business SLA’s are met.  
• Coordinate internal teams after critical business impacting escalations to determine root cause in accordance to SLA and to distribute a Root Cause Analysis (RCA) to internal and external parties.  
• Assign areas of ownership; ensure Application Production Support team members have clear priorities and resources to accomplish objectives.  
• Lead teams in triage, evaluation and recommendation of short-term and long-term solutions to client(s) issues that have been identified as a development defect or bug in application software.  
• Interact with IT, Development and Operations, and other departments to ensure operational flow and stability within the company’s application and systems.  
• Proactively contribute in ongoing research of application and system issues which benefits product owners and project management with being able to rank and prioritize development workload as well as business needs.  
• Collaborate with product owners/managers, internal end-users, external clients and partners in order to solve application/system issues.  
• Communicate application problems and issues to internal and external key stakeholders including managers, directors, and senior executives.

Operation Specialist/Senior Data Link Manager

United States Navy/TACTRAGRULANT
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July 2004 to January 2008

• Provided support in both network-distributed synthetic training, as well as, live operational training. 
• Acted as military liaison between technical simulated (SIM) community and operational participants who frequently do not comprehend the technical capabilities and limitations in synthetic training.  
• Deployed to remote sites to install various equipment, such as switches, routers, VOIP, connectivity devices, as well as ensure all equipment was operable for upcoming training events.  
• Performed hardware/software updates and installations for all data link systems.  
• Responsible for inventory control, deployment matrix spreadsheets, and official correspondence regarding network procedures.  
• Supervisor in Combat Information Center and responsible for surface watch team consisting of eight personnel. Additionally was also responsible for training, evaluating, and reprimanding watch team.  
• Provided support in both network-distributed synthetic training, as well as, live operational training. 
• Acted as military liaison between technical simulated (SIM) community and operational participants who frequently do not comprehend the technical capabilities and limitations in synthetic training.  
• Managed all Data Link 11/16 and satellite operations. Responsible for the training of shipboard Operation Specialist to become qualified Tactical Information Coordinators (TIC). 
• Implemented and employed standard operating procedures for Multi- Link System Test Training Tool (MLST3), Common Connectivity Device 11/16(CCD 11/16), Gateway Manager (GWM), Air Defense Systems Operator (ADSI).

Education

Bachelor of Science in Information Technology

Colorado Technical University

2012 to 2015

ECPI College of Technology

1997

Operation Specialist

Skills

Rally, Agile, SCRUM, SDLC, Solarwinds, Relic, Mingle, Jira, SQL, HTML, XML, JSON, Javascript, Various Browsers, Various User Interfaces

Military Service

Service Country: United States

Branch: United States Navy

Rank: Petty Officer Second Class

May 1999 to January 2008

Awards

Military Awards

Navy and Marine Corps Achievement Medal (3), Good Conduct Medal(2), National Defense Service Medal, Armed Forces Expeditionary Medal, Surface Warfare Specialist, Letter of Accommodation, Junior Sailor of the Quarter

Certifications

Military Certifications

1999 to Present

-Operation Specialist “A” School 
-Track Data Coordinator Operator (TDC) 
-SSDS MK2 Basic Operator 
-SSDS MK2 Advanced Operator  
-Basic Instructor School  
-First Line Leadership 
-Force Protection Fundamental Training (FPFT) 
-Visit Board Search and Seizure Team Trainer (VBSS)

Additional Information

* 10+ yrs experience in Application/Technical Support  
* Communicate effectively in verbal and written formats with technical and non-technical individuals and groups 
* Brilliant organizational skills, analytical abilities, and attention to detail 
* Excellent at conducting research and diagnosing complex issues regarding system functionality, capabilities, applications, and integrated user interfaces.  
* Proven ability to learn new technologies and application functionalities 
* Strong ability to perform and multitask under extreme pressure