Experience

Ace Info Solutions, Inc.

• Network Operations Center Analyst

  • Dec 2015 - Present

  Washington D.C. Metro Area Provide 24x7x365 monitoring, administration, and support of the United States Census Bureau's 4000+ servers, 1000+ network devices, 70+ URLs and hybrid cloud infrastructure from the U.S. Census Bureau’s Enterprise Operations Center. Coordinate the Incident Response Process through incident discovery, analysis and verification, incident response notification, technical bridge line management, and incident tracking and reporting. Provide professional customer support during business hours and… Show more Provide 24x7x365 monitoring, administration, and support of the United States Census Bureau's 4000+ servers, 1000+ network devices, 70+ URLs and hybrid cloud infrastructure from the U.S. Census Bureau’s Enterprise Operations Center. Coordinate the Incident Response Process through incident discovery, analysis and verification, incident response notification, technical bridge line management, and incident tracking and reporting. Provide professional customer support during business hours and complementary desktop support after normal business hours. KEY ACCOMPLISHMENTS: Innovated new processes for customer escalations. Serves as a member of the surge support for the EOC. Serves as a senior point of contact (POC) for the implementation of the EOC Knowledge Management System (KMS). Lead on the creating and maintaining of the weekly and monthly outage reports produced for senior leadership. Lead on Incident coordination for the Enterprise Operations Service Desk providing Bridge Line support and Communications between technical resources and senior leadership. Support for improving the EOC training material for new service desk analysts. Show less



TD

• Pakistan
• Technology, Information and Media
• 1 - 100 Employee

• Information Technology Operations Analyst

  • Dec 2010 - Jul 2015

  Springfield, Massachusetts Area Well-rounded IT Operations Analyst working directly with customers and clients to provide professional technology-based desktop support. Driven to provide TD Bank, N.A employee’s legendary, front-line support. Adeptness in investigating problems outside personal knowledge area. Confidence in making wise decisions on my own within generally defined parameters.