Tasha Hurley
Stem
Summary
Experienced in managing applications in a production environment and troubleshooting complex technical issues. Skilled in coordinating with cross-functional teams to ensure uninterrupted service and optimize application performance. Strengths include effective communication, problem-solving abilities, and knowledge of ITIL processes. Previous work has contributed significantly to improving system reliability and reducing downtime.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Production Support Engineer II
TRUIST
Raleigh
07.2021 - Current
- Provided production support for 20+ applications across Regional Acceptance Corporation.
- Managed vulnerability remediation efforts by tracking, prioritizing, and resolving security findings, significantly lowering security risks.
- Led incident bridge calls, coordinating cross‑functional teams to achieve rapid issue resolution.
- Performed application monitoring and built dashboards to improve visibility into system performance and incidents.
- Collaborated with developers and external vendors to troubleshoot issues and implement effective fixes.
- Worked with business partners and stakeholders to communicate incidents, changes, and resolution status.
- Implemented application and infrastructure changes in accordance with change management processes.
- Supported and executed multiple application upgrades, ensuring minimal downtime and successful deployment.
Data ADS Service Desk Analyst I
TRUIST
Raleigh
10.2020 - 07.2021
- Served as Lending Group IT analyst, assisting users with inquiries via email, call, or ServiceNow.
- Provided automation support, including account management in Active Directory and troubleshooting daily applications like Paradata, Jabber, User Workspace, Outlook, and Citrix.
- Collaborated with teams to streamline service desk processes and improve response times.
- Documented troubleshooting steps and solutions in knowledge management system.
- Managed incident tickets with timely follow-up and resolution tracking to enhance service delivery.
Internet Customer Care Specialist
Perspecta
Raleigh
07.2020 - 10.2020
- Provides customer service to USPS customers on USPS.com products.
- Assists in website troubleshooting with customers on account access, website errors, and account management.
- Collaborated with team members to improve customer service processes and workflows.
S6 Helpdesk Superviser
US Army
Fort Campbell
10.2019 - 03.2020
- Coordinated training exercises to improve team readiness and develop skills critical for mission success.
- Mentored junior soldiers in leadership and operational techniques to foster growth and enhance unit effectiveness.
- Performed routine maintenance on desktop computers, laptops, and government-issued cell phones to ensure operational readiness.
S6 NCOIC
US Army
Fort Campbell
11.2018 - 10.2019
- Led customer service department of 16 personnel, driving operational effectiveness and enhancing team performance.
- Installed, configured, and maintained 250+ classified and unclassified Ethernet connections across a complex network infrastructure.
- Oversaw network infrastructure and communications stability in a hazardous, deployed foreign environment.
- Achieved 95% communications uptime in degraded signal area through proactive monitoring and troubleshooting.
- Installed and sustained 4 VSAT systems for maintenance operations, maintaining 95% system operability in high-risk conditions.
- Maintained 100% accountability for $2.6M in government equipment over a 9‑month operational period.
Education
Bachelor of Science - Information Systems And Cyber Security
Columbia Southern University
Orange Beach, AL03-2024
Skills
- Application monitoring
- Incident management
- Vulnerability remediation
- Change management
- Technical troubleshooting
- Root cause analysis
- Process improvement
- Cross-functional collaboration
- Vendor coordination
- Effective communication
Certification
- Certified Scrum Master
Timeline
Production Support Engineer II
TRUIST
07.2021 - Current
Data ADS Service Desk Analyst I
TRUIST
10.2020 - 07.2021
Internet Customer Care Specialist
Perspecta
07.2020 - 10.2020
S6 Helpdesk Superviser
US Army
10.2019 - 03.2020
S6 NCOIC
US Army
11.2018 - 10.2019
Bachelor of Science - Information Systems And Cyber Security
Columbia Southern University