Experience

Advantage Communications Group

• United States
• Telecommunications
• 100 - 200 Employee

• Project Manager

  • Oct 2022 - Present

  Monitor day to day operation of large-scale computing infrastructure involving 300+ applications. Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders. Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom) Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution. Assist in triage and incident management with collection and analysis of performance metrics Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance Compose and send notifications to management for incidents. Monitor and execute incident and change requests. Able to type and communicate in an effective manner Show less



Truist Securities

• United States
• Financial Services
• 700 & Above Employee

• Application Support Specialist

  • Apr 2018 - Jan 2021

  • Serve as the first point of contact for technical issues and initiatives related to all systems, tools and applications used by the team • End user technical support and maintenance (hardware and software) on laptop, printers, and other peripheral devices • Complete and maintain with accuracy any documentation for any required logs, dual control tasks, inventory, and forms. • Processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries and referring difficult problems to more senior representatives. Show less



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Software Support Engineer

  • Jan 2015 - Mar 2018

  • Provide comprehensive technical support services to the client’s internal customers and service providers. • Documenting issues. Input data in ticketing system (Service Now/ServiceView), troubleshooting and resolution, escalating to necessary departments • Answered inbound calls and provided efficient customer service while troubleshooting software systems • Installs/maintains PC hardware, software (Windows/IOS), printers and peripherals • Assist users accessing systems and software. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Desktop Support Analyst

  • Oct 2013 - Jul 2015

  Troubleshooting technical issues Speaking to customers to quickly get to the root of their problem Providing timely and accurate customer feedback Talking customers through a series of actions to resolve a problem Following up with customers to ensure the problem is resolved Testing functionality of company software Providing support in the form of procedural documentation Managing multiple cases at one time Troubleshooting technical issues Speaking to customers to quickly get to the root of their problem Providing timely and accurate customer feedback Talking customers through a series of actions to resolve a problem Following up with customers to ensure the problem is resolved Testing functionality of company software Providing support in the form of procedural documentation Managing multiple cases at one time