Monitored infrastructure and promptly reacted during downtimes or performance issues

Provided quick and reliable technical assistance and support for incoming tickets/tasks

Monitored the IT infrastructure (nearly over 100 applications and 1000 servers and network devices) and more (added as needed)

Escalated and followed-up with citizen developers on cases that required urgent attention

Provided excellent incident communications to stakeholders and external customers

Configured and carried out daily backup on the primary monitoring tools

Explored and potentially implemented innovative ideas to improve the IT operations

Provided great leadership and guidance to external vendors and internal teammates

Managed inventory of servers/services and provided middle/senior management with a detailed current IT inventory report

Strived for improvements in our processes and ensure proper documentation for future references

Created and continuously strive for improvements of Standard Operating Procedures (SOP) for gaps in existing processes

Generated customized report according to the request using reporting tools like Microsoft excel

Enabled real-time communication with internal and external partners to resolve Incidents within the Service Level Agreement (SLA)

Identified key stakeholders for projects and performed requirements analysis to determine the stakeholders needs.

Brainstormed with technical experts to creatively develop solution to problems

Gathered, prioritized, and implemented constructive feedback from customers and software support team.

Informed clearly and concisely all project progress and influenced technical teams to deliver according to organizational goals

Developed and executed communication plans for informing and aligning the cross-functional team and stakeholders at different levels of the organization.

Wrote and reviewed contractual obligations between the company and the third-party software developers

Facilitated alignment in ambiguous areas to inform product decisions.

Ensured on-time delivery of project phases that solve challenging problems by identifying goals, understanding cross functional dependencies, defining milestones, assessing risk and issues, and identifying resource requirements.

Maintained an in-depth knowledge of all projects risk and monitored all issues within the system.

Created and executed an operating structure for successful delivery of programs by collaborating extensively with cross-functional engineering teams.

Identified problems early and resolved them with the customer to avoid recurring incidents

Liaised with internal and external software development engineers, systems support engineers to quickly resolve escalated issues.

Ensured software and hardware development processes follow advised best practices.

Provided accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames

Tracked down, lead and tackled mission-critical technical problems and worked closely with development team for root-cause resolution

Identified process improvements to optimize workflow and promote best practices in the organization.

Provided monthly, quarterly, and yearly reports to top line managers with recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements

Lead Technical Support teams in the establishment, documentation, and adherence to repeatable processes, including quality control

Managed Incidents and Problem tickets effectively; ensuring complete information is captured in the Service Desk Management System for future reference and analysis, in line with ITIL principles

Adopted and continuously improved support management tools and self-service resources to provide customers with highly effective and responsive support options

Provided accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations

Managed Incidents and Service Requests effectively; ensuring information is captured in the Service Desk Call Management System for future reference and analysis, in line with ITIL principles

Escalated issues and Followed-up with 2nd & 3rd level Analysts about problems outside my control Liaised with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s

Facilitated the acquisition and installation of hardware and software for customers

Contributed to the development of an internal knowledge base

Securely maintained the IT/IS Operational and physical environments in line with corporate security policies, standards and work practices

Identifying opportunities for improving the onboarding experience for new hires and working collaboratively with team members to make improvements

Trained new hires on IT software tools (MS Office 2016) that support daily tasks in the working environment