Tara Sherman

Experience

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  Houghton Mifflin Harcourt Publishing Co

  Jun 2000 - Apr 2018

  Delivered best-in-class Incident Management by leading/working with various teams of analysts, operations engineers, and business representatives to ensure a highly available and reliable online service. • Enforced incident management processes across IT and key vendors for immediate and comprehensive solutions to major incidents.• Contributed to problem analysis and continuous improvement of day-to-day operations of 24x7 Online operating environments by identifying and resolving recurring issues.• Defined and directly influenced incident management procedures and guidelines, ensuring best possible response to and resolution of production incidents. • Created and maintained database of recovery actions for all web-based applications, reducing outage time and delivering on service level agreements (SLA’s).• Partnered with multiple vendors, designing and coding web page with automatic status updates for 50+ customer facing applications using SolarWinds and StatusPage. Show less Provided accurate and timely technical support to business users for over 200 applications, including custom built, in Unix, Linux, Windows, and Web-based environments by problem analysis, creation and execution of solutions, and documentation of procedures. • Worked closely with Database Administrators, System Administrators, and Application Developers creating and implementing technical solutions via Java, JCL, Perl, and UNIX scripting, database querying, and web-based technologies. • Created and maintained a documentation library with problem solutions and application documentation, including basic requirements, install instructions, and support information which significantly reduced mean time to resolve issues. Show less

  • Sr Application Support Analyst / Sr Technical Specialist

    Apr 2007 - Apr 2018

  • Applications Support Analyst

    Aug 2004 - Apr 2007

  • Senior Help Desk Analyst

    Apr 2003 - Aug 2004

  • Help Desk Analyst

    Jun 2000 - Apr 2003
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  MGM Resorts International

  Feb 2019 - now

  Perform complex systems root cause analysis of problems and incidents associated with applications and services within the corporate environments. Create and implement technical solutions that provide for self-healing and high availability of all applications. Responsible for providing KBs and FAQs, as well as receive and resolve escalations from the Operations Center Analysts. Mentor other more junior Application Support Engineers on a day to day basis. Interact directly with other departments within IT as appropriate to ensure prompt and high quality resolution of issues. Show less Perform complex systems root cause analysis of problems and incidents associated with applications and services within the corporate environments. Create and implement technical solutions that provide for self-healing and high availability of all applications. Responsible for providing KBs and FAQs, as well as receive and resolve escalations from the Operations Center Analysts• Self-taught Subject Matter Expert (SME) and sole IT resource for application-level issues within OnBase• Assisted with bringing OnBase from a state of material deficiency to functioning across several implementations• Sponsored by MGM as an apprentice in the AI Academy at NCSU leading to certifications as both a Data Scientist and an AI Associate.• Utilizing Azure ML and sklearn for data modeling, to approach issues within the environment Show less

  • Senior Application Support Engineer - Gaming

    Jul 2023 - now

  • Senior Application Support Engineer - Enterprise Technology

    Oct 2021 - Jul 2023

  • Operations Center L2 Engineer

    Feb 2019 - Oct 2021
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  North Carolina State University

  Jul 2022 - Jun 2023

  Apprentice in the Artificial Intelligence Academy Sponsored by MGMRI

  The AI Academy is a combination of 40 weeks of live, online, coursework and concurrent, on-the-job training working alongside an AI industry professional. The program is comprised of four courses: Computer Programming with Python, Introduction to Artificial Intelligence, Data Mining, and Machine Learning.