CHRISTINA M ADAMS
Personal Resume
PROFESSIONAL BACKGROUND
BUSINESS INTELLIGENCE
Decision making needs accurate, streamlined analysis.
Specializing in sleuthing answers and resolutions from enterprise cloud data sources including AWS Cloud Services, Splunk, ElasticSearch, SQL and API calls.
SYSTEMS ENGINEER
Your deliverable, my expertise. We got this.
Industry standards and best practices, coordination, design, implementation, troubleshooting, documentation, monitoring, training. All in my tool belt.
SOFTWARE SOLUTIONS
The right mix of technical and business know-how.
Deep comprehension in how applications interact, scale for the future and solve business problems across multiple frameworks and business units.
EXPERIENCE
SOFTWARE ENGINEER – CHARTER COMMUNICATIONS LLC
2021 - 2024
Provided exceptional Tier 4 support for customer cases involving Spectrum TV, streaming, and mobile applications. Utilized industry-leading tools such as Elastic Kibana, Splunk, AWS Athena, and Tableau to diagnose and resolve complex issues. Collaborated with upstream and downstream teams to identify and resolve problems affecting various platforms, ensuring seamless customer experiences.
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CONTRIBUTIONS
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Produced extensive evidence of customer experience data to assist with dozens of executive escalations needed for complaints, FCC and BBB filings.​
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Administered the Apple and Google Play app stores for many mobile development teams. Supported 3000+ profiles, devices and certificates across several mobile applications. Received accolades for the smooth transition of the role to another team by providing comprehensive documentation and training courses.
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Provided production configuration and rule change support to teams through migration and publishing of completed distillery experiments and code. This involved careful coordination with all stakeholders and care teams followed by deep monitoring for anomalies and success. During my watch, experienced only one outage out of 200+ changes that was resolved through quick identification and gathering of necessary fix agents.
OPERATIONS ENGINEER – CHARLES SCHWAB INC.
2020
​Primary support for.NET SaaS applications and data serving HR compliance. This role was crucial as the internal record of truth for all employee regulatory obligations and thus required immediate response and triage. Consulting with upstream and downstream workflows, instrumental in issue resolution and management of the architecture and databases.
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CONTRIBUTIONS
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Ensured accurate and reliable production processing through the middleware infrastructure (Microsoft .NET and IIS), SQL ETL, Informatica ETL, and Ultimus BPM.
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Using Splunk, researched incidents, outages, and SLA breaches to determine root cause and assist with resolution through advanced queries.
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Primary resource for all Agile/Scrum implementations on the platform throughout the application’s migration to new hardware, SQL Server environments and the forthcoming Appian PaaS platform.
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Steered resolution of issues and completion of work requests while fostering relationships with stakeholders through visibility and communication.
SOLUTIONS CONSULTANT – INTEGRATED RESEARCH (IR)
2013 - 2019
Successfully implemented, trained, and troubleshot the Prognosis platform and its solutions. Provided leadership to leverage insights into capacity, compliance, adoption, and performance in mixed Skype for Business, Avaya, and Cisco UC and Contact Center environments. Worked on implementations, support and training for major clients such as Citibank, Bank of America, American Express, Deloitte, CDW, Cisco, and GM.
CONTRIBUTIONS
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Resolved a myriad of technical issues for the deployment and configuration of the Prognosis application platform (real-time monitoring and measuring software) for large corporate initiatives with high-level resolution rates.
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Partnered with Tier III support and developers to proactively identify improvements and bugs to the products’ underlying architecture including IIS, .NET, and C# collectors (configured via XML) while maintaining effective communication through Salesforce and Jira interfaces.
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Converted or improved multiple strained accounts through diligent client collaboration. Earned the 'Winners Circle' award for effectively handling accounts with empathy, fostering lasting rapport and creating new revenue opportunities.
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Provided advanced support to customers’ REST API and Prognosis dataset queries to external dashboards and systems, including ServiceNow and Zendesk.
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Promoted to specialize in the customization and development of complex SQL Server Reporting Services (SSRS) report packages – to augment the data warehouse.
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Fulfilled over twenty intricate matrix and drill-down report projects to extend current/legacy reporting options. Two projects enabled the decommissioning of more expensive and outdated solutions while providing more control and retention of the Big Data collected.
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Collaborated with internal and external executives, analysts, infrastructure, compliance, and support teams throughout eight substantial customer engagements.
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Documented the underlying communication data models and schemas to leverage the capacity, compliance, adoption and performance in mixed Skype for Business, Avaya and Cisco UC and Contact Center.
PRINCIPAL SYSTEM ADMINISTRATOR – MEDTRONIC
2009 - 2011
Principal-level administrator responsible for the successful implementation and ongoing development efforts of the global Siebel Clinical Trial Management System (CTMS) and Quest Foglight monitoring solutions. Following successful implementation, provided top tier 7x24 support as required for key production, development and test systems.
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CONTRIBUTIONS
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Contributed to the successful deployment of production code migrations including release process planning, change control, contingency and fallback plans.
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Accurately and professionally documented procedures, guides, postmortems and training items supporting the application.
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Created SharePoint sites to provide process and knowledge across multiple business units for much needed collaboration.
STAFF SYSTEM ADMINISTRATOR – DISH NETWORK
2006 - 2009
Excelled in providing end-to-end support and expertise for enterprise Siebel, IVR, Billing and Call Center applications. ITIL certified and business liaison savvy.
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CONTRIBUTIONS
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Paramount to the successful implementation of DISH Network’s (first-to-market) prepaid satellite service, which earned industry awards and the Annual CIO 100 Award.
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Took on all participation and documentation needs from business requirements, architecture and middleware, telephony and voice integrations, satellite API and signaling, vendor relations, automation and monitoring, documentation and training.
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Represented application to Change Management and participated in the full network, security and infrastructure conversation following ITIL 2.0 guidelines.
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Provided run books and architectural diagrams, training materials and guides that were credited to project adoption and success.
SIEBEL SYSTEM ADMINISTRATOR – IBM
2004 - 2005
Provided Siebel administration for the SPRINT / IBM Care Partnership. Supported and contributed to the design, configuration, and technical deployment of a large enterprise, Siebel 7.7 Call Center solution deployed on AIX / DB2 architecture.
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CONTRIBUTIONS
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Maintained 6 global Siebel environments in support of multiple project phases including development, testing, UAT, training and production and delivering change management requirements throughout.
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Executed complex integration of the Siebel platform with existing and legacy systems, with emphasis around EAI, EIM, Citrix, F5 load balancer, SiteMinder, Genesys CTI interface, XML, HTML and WebSphere MQ Series transport.
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Eliminated redundancy and inefficient knowledge transfer by creating SharePoint libraries with workflow and structure for the application teams.
SENIOR SYSTEM ADMINISTRATOR – MCI / WORLDCOM
1991 - 2004
Acquired a broad foundation of experience and training in my early IT career from mainframe and telecommunications, PC and server support, inaugural 'service desk' and 'NOC' environments, enterprise servers and applications; to the methodologies and technologies that frame these skills in the industry.
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POSITIONS HELD
• Senior Systems Engineer (2003 – 2004)
• Executive Support Engineer (1999 – 2004)
• Support Desk Supervisor (1997 – 1999)
• Senior Desktop Support (1995 – 1997)
• Mainframe Support Engineer (1994 – 1995)
• Work Coordinator and Computer Support (1992 – 1994)
• Internal Virtual Network Administrator (1991 – 1992)
EDUCATION
My education has not only provided the foundation for the rest of my experiences, but has also made me a lifelong learner who is eager to gain more skills and knowledge.
LOYOLA UNIVERSITY CHICAGO
1995 - 1997
Continued study in Bachelor of Science in Business Administration (BBA) - Dean's List
UNIVERSITY OF IOWA
1988 - 1990
Study in Bachelor of Science in Business Administration (BBA) - Dean's List
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Have the courage to follow your heart and intuition. They somehow know what you truly want to become.