- Monitor, escalate and troubleshoot daily ongoing issues.- Create, track, follow up and close production and non production tickets on zendesk.- Created standard procedures to create consistency and improve support response time.- Assisted in disaster recovery planning, testing, implementation and documentation- Ensured SLA's are achieved and client expectations are met.- Strong team management and supervisory skills including scheduling, priority setting of tickets.- mplemented security policies, network and host intrusion prevention, security event monitoring, and access control systems to achieve regulatory compliance and industry best practices.- Reported technical challenges and proposed resolution strategies to senior management.- Served as liaison between various support groups during system outages, and worked with third party vendors or service providers to remediate outage issues.