Experience

• 

  Hp

  Jan 2006 - Jan 2012

  - Provide Level 2 support for a specific technology or set of technologies.- Monitor and resolve tickets.- Categorize Service requests.- Apply procedures applicable to the customer.- Attend, resolve or escalate all systematic issues.- Develop and update technical documentation for troubleshooting that can be used by support personnel.- Account creations (AD and ACE server).- Provision for server and database access.- Creation of new shared drives within the company.- Creation and modification of Mailbox, Distribution list and Security group management.- Blackberry basic troubleshooting. Show less - Manage database content.- Integrate content into existing knowledge base according to the methodology of the underlying relational database.- Oversee the overall database integrity and technical accuracy.- Assist agents daily, one-on-one, by chat and by phone searching information in the database.- Work with global technicians requesting accurate processes or tool queues, for escalation process. - Research for new information on daily basis.- Create / Update documentation and provide training as required.- Generate tool reports. Show less - Answer inbound calls in support of customer needs, such as technical issues with applications, programs, and computers.- Provide daily technical support of customer needs such as e-mail, network, connectivity, telecommunications, and system maintenance. - Set up computers and install software. - Respond to escalations from customers.- Walk around in charged - Assist colleagues with questions about customer’s issues.- Outlook online contact - Point of contact for the help desk agents with people in charge of exchange servers located in New York and Singapore. - Operate as service point-of-contact for help-desk, helping to diagnose, troubleshoot, documented help desk tickets/resolutions. - Archieve metrics and common goals for the team such as average handle time, after call work time, service level agreement, etc.- Provide remote desktop support for customer located in New York, London, Singapore, India and Zurich. Show less

  • GLOBAL ACCOUNT ADMINISTRATION LEVEL 2

    Jan 2010 - Jan 2012

  • KNOWLEDGE MANAGEMENT / TECHNICAL REVIEWER

    Jan 2008 - Jan 2010

  • IT SUPPORT HELP DESK

    Jan 2006 - Jan 2008
• 

  Ibm

  Jun 2012 - now

  - Engage with clients and client account teams, both during critical situations as well as during proactive planning.- Actively engage with Support, Development, Test, Sales, Supply Chain, Offering Management, and more to solve impacting problems for clients and to enable retrospectives to improve processes, future offerings, and deliverables.- Responsible for the resolution of assigned client satisfaction issues with products/services/offerings and employ specific processes and tools to plan, track, monitor and report resolution activities and progress. - Focus on knowing the clients to ensure satisfaction to build long-term Client relationships, enhance Client loyalty with renewals, and restore client satisfaction when at risk or has eroded due to a critical client situation. Show less - Provide a single point of accountability for all aspects of assigned projects and support the worldwide Support teams for QRadar, i2 and Resilient.- Develop and maintain project plans to include project scope, goals, and deliverables in collaboration with management, project owners, L2 Support engineers, support architects, and key stakeholders.- Communicate expectations to project team members and stakeholders in a timely and effective fashion, continuously manage objectives, and hold project team members accountable for delivery.- Lead projects to execution and help project teams maintain an overall project vision with supporting project plans.- Refine project execution approach using project management standards and best practices.- Identify and manage project dependencies, critical path items, and project risks.- Plan, schedule, and track project timelines and milestones using appropriate tools.- Proactively manage changes in project scope, identify potential roadblocks, and devise contingency plans to ensure project success. - Develop and deliver status reports to management and other stakeholders including issue/action item logs, project status, and risks.- Conduct post-project reviews and make recommendations for continuous improvement and process development. - Build, develop, and grow business relationships to ensure project success and maintain both internal and external customer satisfaction. - Run internal meetings and ensure action items are recorded (MORs, Leadership meetings, All-Hands, etc.) Show less - Apply project management skills supporting projects within the Risk and Compliance Management functional organization.- Develop strategies and operational plan for customers to standardize compliance-based service Offerings.- Closely work with and/or Lead skilled architects to guide, help implement and deliver solutions on time.- Manage diverse requirements, negotiate, and effectively articulate decisions that support the business.- Understand the compliance domain and be able to translate business needs into project requirements.- Aware of the various IT risk and compliance Process, Policies and Standards and able to apply this knowledge in leading and executing projects.- Apply techniques of planning, tracking, change control and risk management.- Lead and coordinate project’s team overall performance, scope, cost, schedule and contract deliverables.- Work within a matrix organization and lead a cross functional team in developing and implementing project deliverables with emphasis on quality, productivity, and consistency.- Provide a day to day direction to the project team and regular project status to the client.- Drive development of Customer Security Document (CSD) (GTS Security, Regulatory and Risk Management) to align ISeC and GSD331 into a single set of security requirements for new clients.- Manage ID administration projects with Primary Controls and Secondary Controls. Show less - Evaluate project requests to create resource plans, schedules and any other project documentation. - Identify and work with internal stakeholders and/or Customers. - Development of a cost case - This involves the identification of the various cost elements and taking a balanced approach to delivering a cost competitive solution without compromising on service delivery quality.- Lead matrix teams to achieve all project objectives and requirements on schedule, Service Level Agreement applicable to the projects and within budget. - Identify, track and own closure of all issues and actions; escalate issues to management when appropriate and necessary. - Identify project risk and create and execute effective mitigation plans as necessary. - Conduct project status meetings. - Communicate with project stakeholders and management, including executives and external clients. - Track project finances and take appropriate action as required to stay within budget. - Complete close-out checklist and gain approval from Client Partner Executive/Delivery Partner Executive for project completion Review and document lessons learned. Show less - Strong communication, negotiation, and interpersonal skills with ability to clearly understand and be understood.- Technical writing and organizational skills.- Meet tight deadlines while maintaining a high-level of quality. Flexibility and adaptability to changing priorities.- Work with account teams and project team members, as appropriate, to resolve documentation, account compliance and audit issues.- Work with account based Subject Matter Experts, where necessary, to create work instructions and/or account procedures to cover any gaps that may exist with the current process work instruction documentation compliance.- Work with global process owners, Audit and Service Lines to understand and integrate all feedback regarding compliance related activities within the Process Flow.- Work with Integration Specialists to ensure all on-boarded accounts are meeting compliance standards.- Create training material and lead group training sessions for accounts that need process review.- Guide other professionals to work on client’s environment, platform, systems development and systems operations.- Apply a defect prevention process including performing root cause analysis as part of the continuous improvement process.- Responsible for 1:1 sessions with team members to provide feedback and coaching.- Owner of transitions for new accounts.- Project Manager for internal projects based on improvement and automation. Show less - Responsible for the development of the Business Process outsourcing solution that the company offers to clients.- Development of an innovative business process outsourcing solution that meets the client requirements and delivers value to our clients.- Work with the delivery team to participate in the negotiation of the Service Level Agreements.- Work effectively with the client teams and with Third Party advisors and establish strong relationships. - Incorporate contract specifications into the company standard assets.- Conduct and lead workshops with Subject Matter Experts to develop contractual deliverable process documents.- Create process flow charts.- Help the Delivery Team to better understand IT Infrastructure Library (ITIL) concepts and good Business Process Management practices.- Document roles, responsibilities and policies relative to the transition and contract, seeking company internal approval and then client approval of the developed process documentation.- Specific areas of focus include: design & development of a successful solution architecture.- Clear understanding of the client's requirements and the ability to design the "to be" solution to meet the client’s requirements. This includes process definition, solution offerings to support the processes, and the required infrastructure to implement the solution.- Work effectively with the client teams and with Third Party advisors to develop a solution for the client. Show less

  • ESCALATION MANAGER - CRITICAL STRATEGIC ACCOUNT MANAGER

    Sept 2023 - now

  • THREAT MANAGEMENT SUPPORT OPERATIONS - PROJECT ENGINEER

    Oct 2020 - Sept 2023

  • TRANSITION AND TRANSFORMATION SECURITY PROJECT MANAGER

    Jan 2019 - Oct 2020

  • TRANSITION AND TRANSFORMATION PROJECT MANAGER

    Apr 2016 - Dec 2019

  • INCIDENT, PROBLEM AND CHANGE MANAGEMENT COORDINATOR / TEAM LEAD

    Oct 2013 - Mar 2016

  • BUSINESS PROCESS SOLUTION ARCHITECT

    Jun 2012 - Sept 2013