Jennifer F.

I help businesses maintain stable production environments, troubleshoot complex backend issues, investigate root causes, and resolve incidents across Linux/Unix servers, cloud platforms, middleware, databases, APIs, and business applications. With 13+ years of IT experience, I specialize in Linux administration, L2 technical support, production operations, incident management, system monitoring, application deployments, and root-cause analysis. My background includes enterprise production support, Fleet Management system integration, cloud operations, release management, and technical team leadership. My focus is on minimizing downtime, restoring services efficiently, improving operational reliability, and providing clear technical documentation and communication. TECHNICAL SKILLS & TOOLS Linux/Unix Administration * Server operations, patching, user and access administration, permissions, password resets, and application start/stop procedures * Bash/Unix shell scripting, SQL scripting, production support, and deployment validation Cloud & Monitoring * Amazon Web Services (AWS), Microsoft Azure * Nagios, Cacti, Grafana, Splunk, PagerDuty, Mux, Looker * Monitoring, alert configuration, performance graphs, log analysis, and incident investigation Databases & Data Troubleshooting * Oracle Database, Oracle SQL, MongoDB * SQL queries, data analysis, data manipulation, access administration, and investigation of data inconsistencies Middleware & Enterprise Integration * Oracle WebLogic Server, Apache Tomcat, TIBCO BusinessWorks, EAI, FTPHandler, Axway * Application deployment, service activation/deactivation, file-transfer verification, and failed-transfer reprocessing Application, API & System Integration * Node.js backend and Angular frontend environments * Visual Studio Code (VS Code), browser DevTools/Inspect * GET, POST, and PATCH request inspection, network analysis, console errors, and application troubleshooting * GitHub Copilot, Claude, and M360 for AI-assisted investigation, debugging support, and documentation ITSM, DevOps & Delivery * ServiceNow, Jira, OTRS, Azure DevOps Boards, Confluence, Jenkins * Incident and problem management, ticket prioritization, sprint tracking, release coordination, deployment support, and documentation * ITIL 4, Scrum, change management, business continuity, and operational readiness Automation & Productivity * VBA macros, Excel-based ticket tracking, shell scripting, and SQL scripting SERVICES I PROVIDE 1. L2 Technical Support & Linux Administration * Troubleshoot Linux/Unix server, application, access, permissions, and service issues. * Perform system patching, application start/stop procedures, and operational administration. * Support production, pre-production, and development environments. 2. Production Support & Root-Cause Analysis * Investigate escalated incidents using logs, monitoring tools, SQL queries, and technical evidence. * Identify root causes, data inconsistencies, and recurring operational issues. * Coordinate incident escalation, service restoration, bug fixes, and preventive improvements. * Maintain incident records and support SLA compliance. 3. Cloud, Monitoring & Middleware Operations * Support AWS/Azure environments and production infrastructure. * Investigate alerts and performance issues using Nagios, Cacti, Grafana, Splunk, and PagerDuty. * Support WebLogic, Tomcat, TIBCO BusinessWorks, EAI, FTPHandler, and Axway. * Validate deployments and troubleshoot integration and file-transfer failures. 4. Database, API & Application Troubleshooting * Use Oracle SQL and MongoDB to investigate data-related incidents. * Inspect browser console errors, network requests, and API responses using DevTools. * Troubleshoot GET, POST, and PATCH requests and help reproduce application defects. * Collaborate with developers, testers, and infrastructure teams to validate fixes. 5. Fleet Management System Integration * Support integration involving a Node.js backend, Angular frontend, and AWS-based architecture. * Assist with functional and system integration testing, defect tracking, and delivery readiness. * Use Azure DevOps Boards, VS Code, DevTools, GitHub Copilot, Claude, and M360 to support technical investigation and coordination. 6. Incident Management, Releases & Leadership * Manage incidents and service requests through ServiceNow, Jira, OTRS, and PagerDuty. * Coordinate bug fixes, releases, deployments, go-live readiness, and production validation. * Create Jira dashboards, support Jenkins-based deployments, and maintain technical documentation. * Lead operational coordination, client reporting, offshore communications, Scrum activities, and business continuity initiatives. LEADERSHIP & PROFESSIONAL HIGHLIGHTS * Led six major teams comprising approximately 30 members, including eight direct reports. * Coordinated client reporting and offshore communications CERTIFICATIONS * AWS Certified Solutions Architect – Associate * ITIL