Jessica Graham Portfolio

I am

Education

2014 - 2019

Honours Bachelor of Science

(Focus in Computer Science, Mathematics and Business)

Brock University, St. Catharines, Ontario

During my degree I took many courses including Artificial Intelligence, Economics, Financial Mathematics, Statistics, Organizational Behaviour, Management, Object Oriented Programming, Databases, Data Structures, Combinatorics, Discrete Mathematics, Thesis Courses for Mathematics and Computer Science.

Certificates

  • IBM Storage and Cloud Essentials
  • IBM Security and Privacy by Design Foundations
  • IBM Think Like a Hacker
  • IBM Cognos Analytics V11.0.x Administration Essentials
  • IBM Winning the Platform - Cloud Pak for Data
  • IBM Beyond the Basics: Itsio and IBM Cloud Kubernetes Services
  • IBM Containers, K8s and Itsio on IBM Cloud
  • IBM Hadoop Foundations - Level 1
  • IBM Cloud Kubernetes Services
  • IBM Storage and Cloud Essentials
  • IBM Cognitive Practitioner
  • IBM Cloud Private - Foundation Technology
  • IBM Offering Manager - Accelerating SaaS
  • IBM Offering Manager - Define, Build & Deliver
  • IBM Offering Manager - Scaling the Business
  • IBM Offering Manager - Voice of the Market
  • IBM Big Data foundations - Level 1
  • IBM Managing the Business
  • IBM Portfolio & Market Planning
  • IBM Cloud Essentials
  • IBM Docker Essentials: A Developer Introduction
  • IBM Enterprise Design Thinking Co-Creator
  • IBM Enterprise Design Thinking Practitioner
  • IBM Getting Started with Microservices with Itsio and IBM Cloud Kubernetes Services
  • IBM Blockchain Essentials
  • IBM Earning Advocacy Practitioner

    • Skills

  • Customer Advocacy
  • Proficient in Customer Advocacy
  • Proficient knowledge of Java
  • Proficient with Agile Methodologies
  • Intermediate knowledge of Cognos Analytics
  • Intermediate with Knowledge Centered Services (KCS)
  • Intermediate knowledge of HTML
  • Intermediate knowledge of CSS
  • Experience with Offering Management Practices
  • Experience with Microservices and Kubernetes
  • Experience with Dockers
  • Experience with Design Thinking
  • Experience with Blockchain
  • Bootstrap
  • Linux
  • GIT

    • Work Experience

    January 2019 - Present

    Cognos Analytics on Cloud Technical Analyst

    IBM - Ottawa, Ontario

  • Collaborate with a wide team of managers, engineers, and customer representatives to promote and resolve customers' technical issues in a timely manner through troubleshooting, offering management statements and logging defects.
  • Administrate support for client development and production environments through maintenance, onboarding, troubleshooting, proactive environment analysis and understanding of customer issues.
  • Document cloud processes through IBM Github Playbook to share subject matter material with the global cloud support team. Subjects included cloud onboarding, processes, environment documentation, notes from training sessions and getting started guides for new teammates.

    • January 2017 - December 2018

    Cloud Onboarding Technical Analyst

    IBM - Ottawa, Ontario

  • Analyzed customer difficulties during the onboarding process in a proactive, positive and polite manner to guarantee customer satisfaction. Some measures included improving the written communication in the welcome documentation.
  • Developed subject matter expert skills in onboarding and shared knowledge with customers and teammates through training sessions, introductory calls and mentoring.
  • Communicated clear and concise information with customers to effectively transition customers from their on-premise Cognos Analytics environment(s) to IBM Cloud servers in a by simplifying steps and using various methods to articulate the solution to the customer.

    • January 2016 - December 2016

    Cloud Onboarding Technical Analyst

    IBM - Ottawa, Ontario

  • Organized time to meet customer objectives by providing a full analysis with accurate solutions that satisfy the customers requests.
  • Managed the daily swarm by analyzing the team queue and identifying issues that required further senior analyst assistance. This practice assisted co-ops in expanding their understanding of the product, while providing customers with an accurate and timely resolution.
  • Communicated clear and concise information with customers to effectively solve problems by simplifying steps and using various methods to articulate the solution to the customer.

    • Volunteer & Extracurricular

    February 2020 - Present

    Committee Member

    IBM GROW Community

    Ottawa, Ontario

    Working under the Vice President of Data and AI, Michelle Pellegrin, the GROW community in Ottawa is focussed on GROW-ing Women's confidence, skills and developing greater equality for all within IBM. The Sub-Committees I am an active committee member of is Transparency, Networking and Mentorship. The goal of these committees are to provide transparency about pay and opportunities, provide networking opportunites and mentorship opportunities through matching.

    October 2019 - Present

    Technovation Event Lead & Partner

    Technovation

    Ottawa, Ontario

    Organize several STEM events for IBM Ottawa Lab by coordinating with the Technovation leader for Ottawa and IBM. Manage volunteers, mentors and ambassadors for each IBM hosted event to ensure the event has proper IBM representation and runs smoothly.

    September 2016 - December 2018

    IBM Student Ambassador

    IBM

    Various Locations Across Ontario

    Improved communication and network skills by interacting with students interested in IBM. Shared stories about IBM, work, culture and the students interests in IBM.

    September 2016 - December 2016

    Site Lead & Participant

    IBM Future Blue

    Ottawa, Ontario

    Enhanced leadership and organizational skills by leading and planning Future Blue Events. Improved teamwork and collaboration skills by interacting and meeting with other Co-op students to share knowledge and experiences.

    November 2016

    Participant

    IBM STEM Millenial Conference

    Markham, Ontario

    Improved knowledge of IBM through attendance of the event. Enhanced communication and networking skills. Also, empowered me to be a lifelong IBM’er.