Experience

DemandTec by Acoustic

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Analyst L2

  • Aug 2021 - Present

  Second Level support for Deal Management Application Second Level support for Deal Management Application



Danfoss

• Denmark
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Technical Support Specialist

  • Jan 2021 - Jul 2021

  • Working with internal customer issues : Network incidents, SAP, Active Directory, Applications, Global Protect, MS Windows/Office/Azure/Intune • Providing support for company applications via remote access • Resolving all issues professionally and in a timely manner • Working collaboratively in team environment • Utilizing strong interpersonal and communications skills to serve customers • Working on different shifts • Working with internal customer issues : Network incidents, SAP, Active Directory, Applications, Global Protect, MS Windows/Office/Azure/Intune • Providing support for company applications via remote access • Resolving all issues professionally and in a timely manner • Working collaboratively in team environment • Utilizing strong interpersonal and communications skills to serve customers • Working on different shifts



Refinitiv

• Financial Services

• Technical Specialist, 2nd Line Support

  • Oct 2018 - Mar 2020

  • Acting as shift supervisor - managing workload, escalations and service status review calls • Performing customer site break fix activities remotely • Proactive monitoring customers site servers and telco infrastructure 24/7 • Acting as a frontline support for the clients • Troubleshooting network connections and equipment • Liaising with last mile comms providers • Working on achieving KPIs • Internal newsletter editor/content provider • Acting as shift supervisor - managing workload, escalations and service status review calls • Performing customer site break fix activities remotely • Proactive monitoring customers site servers and telco infrastructure 24/7 • Acting as a frontline support for the clients • Troubleshooting network connections and equipment • Liaising with last mile comms providers • Working on achieving KPIs • Internal newsletter editor/content provider



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Network Management Specialist

  • Sep 2008 - Sep 2018

  • Pro-actively monitoring client site devices • Acting as a frontline support for the clients • Managing problems end to end. Liaising with field groups, technical operation/telecoms, 2nd line support. Keeping track the progress until problem is resolved • Collecting & analyzing log file from client site device • Resolving problem using remote management tools • Assisting other groups to determine the status of a client site device using remote health checks • Maintaining adequate product, technical and market knowledge • Network Technician NOC (Network Operation Center) • Monitors and maintains network systems and applications to ensure overall system availability and performance. • Responds to monitoring alerts, performs troubleshooting to resolve network incidents, and escalates complex issues to the back-end engineering team. • Communicates with customers, engineers and other technical support teams to prevent and potential network incident risks. • Generates technical reports on the status of network operations including the networks state, incidents numbers and resolutions. Show less