Kinberly Contrera

IT Support Analyst with 12+ years of experience providing technical support, troubleshooting, and incident resolution across enterprise and retail environments. History of taking on project management responsibilities alongside core support work — coordinating system rollouts, infrastructure changes, and cross-functional initiatives from planning through execution. Combines hands-on technical troubleshooting (POS systems, Active Directory, virtualization platforms, mobile device management, network connectivity) with the analytical thinking and stakeholder coordination needed to support both daily operations and larger IT projects.

Senior Retail Technology Analyst | Project Manager at Tory Burch (2023-08 – 2026-02) Operate with a high degree of autonomy under a hands-off manager, independently designing and implementing new processes for initiatives with little to no established precedent — effectively absorbing department-level ownership alongside core analyst duties.

• Lead end-to-end technical infrastructure deployments and provide hands-on technical support for 10+ new store openings, coordinating global vendors, logistics, and engineering resources to a 100% on-time launch rate.
• Own the Request for Change (RFC) process for hardware and firmware updates, troubleshooting and QA-testing systems to verify performance and reliability before go-live.
• Administer Jira as system administrator, managing workflows, permissions, and incident tickets to support technical escalations and issue resolution across the global retail fleet.
• Author and enforce SOPs and SOWs within Confluence, standardizing IT support processes and aligning vendor performance with corporate KPIs.
• Manage staging, configuration, and technical support for 150+ enterprise iOS mobile devices and mobile POS systems, resolving hardware and connectivity issues to improve store floor efficiency.
• Resolve tier-1 business disruptions through structured incident management and escalation processes, maintaining SLAs across a global retail fleet.

Senior Store Systems

Analyst | Project Lead at Ralph Lauren (2022-10 – 2023-08) • Directed Level 3 technical support and problem management across enterprise POS environments, using ServiceNow to diagnose root causes and resolve high-impact incidents.

• Provided incident troubleshooting and system support during large-scale hardware deployments and register refresh projects across North American stores, sustaining 99.9% SLA compliance.
• Served as Technical Project Lead for integrating cryptocurrency payment methods into the Oracle Xstore POS environment, coordinating testing, support, and training for a multi-store pilot with security and compliance teams.

Technical Support

Specialist II at Bloomberg (2021-07 – 2022-10) • Provided enterprise-level technical support for the Bloomberg Terminal ecosystem, monitoring high-volume global ticket queues and enforcing strict time-to-resolution SLAs for high-profile financial clients.

• Troubleshot connectivity and data transmission issues across Bloomberg's private IP network, including routers, enterprise servers, and FIX/SFTP connections.
• Administered and supported hybrid virtual environments (VMware, Citrix, Hyper-V) to maintain high availability and stability for enterprise users.
• Built strong client relationships through proactive support related to licenses, hardware, software, and network upgrades. IT Support Specialist | Regional IT Lead at Ware Malcomb (2019-12 – 2021-07) • Served as Regional IT Lead, providing desk-side and on-site technical support and acting as the primary escalation point for IT issues across hybrid Windows and macOS networks.
• Administered user provisioning, access permissions, and identity governance using Active Directory.
• Administered Mimecast email security and Proofpoint Security Awareness Training, managing policies and coordinating phishing-prevention training that strengthened the organization's security posture.
• Led new hire onboarding, including workstation setup and system access, and exceeded internal service level targets by 15% through disciplined incident prioritization. IT Support Specialist at U.S.

District

Court – Middle District of Florida (2019-01 – 2019-11) Delivered Level 2 technical support and Windows/macOS device support for federal judges and court staff; led an automated onboarding framework that cut hardware provisioning time by 30%.

Technical Support

Specialist II at Oracle (2017-05 – 2019-01) Provided Level 2 technical support and POS network troubleshooting for retail clients, using SQL to resolve Xstore POS and register issues.

Field System

Engineer & Help Desk Coordinator at DEX Imaging (2016-01 – 2017-05) Delivered Level 2 technical support via phone and email while installing and configuring network and multifunction printers at client locations. IT Support Technician (Temp) at Polk County Board of County Commissioners (2015-03 – 2016-01) Provided Level 2 technical support and configured desktops/laptops for county departments. IT Analyst at Bulova (2014-02 – 2015-01) Delivered Level 1/2 support to a global user base, supported mobile device troubleshooting, and facilitated new hire IT onboarding.

Master of Information Systems Management in Information Systems Management – Keller Graduate School of Management

Bachelor of Science in Computer Information Systems – DeVry University