Responsible for all aspects of an emergency response; including quickly developing incident objectives, managing all incident operations, application of resources as well as responsibility for all persons involved for all GE divisions worldwide.

•Saved up to $2M by creating report to audit and verify fees after any system changes to identify incorrect fees. Eliminated further requests for production database changes due to fee-related issues.•Assisted in designing an application focused on reducing Tier 1 support’s need to escalate cases by providing easy access to data from disparate systems resulting in lowering the amount of ticketing requests to Operations Support team by 60+% resulting in up to 80% reduction in SLA timeline.•Wrote queries daily to research requests, create reports and insert and update data in production MySQL, Microsoft SQL and IBM DB2 databases.•Represented team as Subject Matter Expert (SME) on application functions and data flow between systems during new system integrations to ensure no negative impacts would be introduced into the products.•Developed efficient business relationships with various client teams in order to process and support requirements, develop tactical and strategic plans to implement technology solutions and effectively managed client expectations.•As part of the ITIL Continual Service Improvement (CSI) model, assisted in performing Root Cause Analysis for identified defects with Incident Management Team.•Gathered detailed business and technical requirements and participated in the definition of business rules and data standards. •Created dashboard and reports in ServiceNow to analyze support team performance.•Participated in requirement gathering sessions with key stakeholders to analyze current system limitations and elicit requirements while making sure changes would not negatively impact other teams. •Reported status and progress of projects to various levels of management to ensure all business priorities were being met by the changes.•Participated in customer focused system enhancement discussions designed to reduce support team contact for assistance.•Participated in data mapping sessions to align data from multiple desperate systems.

• Performed Tier 2 support of production environment while meeting SLA's. Worked with internal sales to correct configuration mistakes, resolve client access issues, and client reporting requests. Coordinated with development teams and external customers as required.• Wrote queries daily to research requests, create reports and insert and update data in production MySQL and MS SQL databases.• As part of the ITIL Continual Service Improvement (CSI) model, assisted in performing Root Cause Analysis for identified defects with Incident Management Team.• Resolved ~700 customer support cases monthly escalated by customer support call center.• Reported system defects to the appropriate teams to ensure that the issues would be resolved in an upcoming sprint session.• Collaborated with development team to create new tools and system features to enhance user experience and reported system defects.