As a System Administrator, I am responsible for managing and maintaining the infrastructure that powers servers, networks, domains, and updates, ensuring seamless operations and robust performance in a dynamic IT environment. My role combines technical expertise with proactive planning to deliver secure, reliable, and scalable systems that meet organizational needs.Key accomplishments and responsibilities include:Infrastructure Management: Overseeing the installation, configuration, and maintenance of servers, network systems, and domain services. I ensure systems are optimized for performance, availability, and security.System Monitoring and Updates: Implementing robust monitoring solutions to track system performance and identify potential issues. I manage updates and patches to keep all systems secure and compliant with the latest standards.Network Administration: Configuring and managing LAN/WAN networks, firewalls, and VPNs. I ensure connectivity and security across all network endpoints, supporting efficient communication and data transfer.Backup and Recovery: Designing and maintaining backup solutions to protect critical data and ensuring effective recovery plans are in place to minimize downtime during incidents.Security and Compliance: Implementing security protocols to safeguard against threats, managing access controls, and ensuring compliance with industry standards and organizational policies.Problem Resolution: Diagnosing and troubleshooting server and network issues, reducing downtime, and improving system reliability through proactive problem management.Technical Leadership: Collaborating with cross-functional teams to align IT systems with organizational goals. I provide technical guidance and training to ensure best practices in system and network management.

In my role as a Requirement Specialist - Senior Technical Documentation Specialist, I am responsible for capturing, analyzing, and translating business requirements into detailed and precise technical documentation. I work closely with stakeholders, business analysts, and development teams to ensure technical specifications align with business objectives and support successful project implementation.Key Responsibilities:Requirements Gathering & Analysis:I actively engage with business stakeholders to gather and clarify project requirements, ensuring that these align with strategic goals.Collaborating with development teams, I translate business needs into clear, functional, and technical specifications.I ensure that all requirements are well-documented and fully traceable across the project lifecycle.Technical Documentation:I develop, maintain, and review comprehensive technical documentation, including system architecture, user guides, APIs, workflows, and process documentation.I create visual aids such as diagrams and flowcharts to simplify complex technical concepts.I consistently adhere to internal standards and industry best practices for technical documentation.Cross-Departmental Collaboration:Acting as a liaison between business users, developers, and project managers, I ensure seamless communication and alignment on technical and functional requirements.I regularly participate in project meetings to provide insights on documentation needs and ensure technical clarity.I offer expertise on requirements and documentation processes to support product development and quality assurance teams.Quality Assurance & Review:I thoroughly review and validate all technical documents for accuracy, consistency, and clarity before distribution.I perform gap analyses on existing documentation and proactively update materials to meet evolving business needs.I conduct peer reviews to ensure documentation meets company standards and is comprehensive.

• Ownership of the Pitcher product documentation in collaboration with product teams• Ensure user-friendliness of product documentation (i.e. combination of standard documentation, interactives, and video snippets)• Partner enablement documentation for agencies and system integrators• Support project related documentation requests • Research, propose, and implement customer-specific documentation solutions • Pro-actively initiate improvements in documentation• Display consistent and advanced time-management ability • Comply with and improve upon document control management processes • Standardize organizational documentation• Monitor user feedback and implement improvements• Develop, gather and disseminate technical information• Support multiple projects with revolving deadlines • Meet all related release and documentation deadlines

Manage the Change Management Life Cycle to a successful completion • Liaise and co-ordinate the resources required to implement a successful change to the customer environment• Chair, facilitate and obtain approval for changes via CAB and ECAB Meetings and produce a CAB agenda• Manage the customer and operational group weekly meetings• Ensure customer approval is obtained and technical peer reviews are completed successfully and approval given to the Change Manager• Deliver monthly statistical reporting to senior management• Ensure the change management system is updated correctly and the change requests relevant documentation is attached to meet audit requirements• Effectively record, assess, prepare execute and review changes to the managed IT infrastructure• Monitor progress on individual Request for Changes (RFCs) and escalate when appropriate • Ensures Post Implementation Reviews (PIRs) are performed• Report on process performance and possible improvements including integration with other service management processes • Conduct assessments on priority, impact, resources, cost, benefits and risks of change and classify the change record in the appropriate tool accordingly • Maintain the FSC and other scheduled reports• Maintains the client specific procedures and work instruction documents• Participates in client specific change management’s audits• Creates ad-hoc reports based on requirements

Own the Steady State Knowledge Management Process (all delivery teams), releasing the Service Managers and the team leads to focus on the actual delivery - SPOC for the customer on Knowledge Management matters• Manage account’s knowledge and identify areas where the required technical or procedural knowledge is missing• Build knowledge content, coordinate knowledge changes and implement the changes for all delivery teams (process and technical knowledge)• Review ticket history to identify opportunities of improvement• Organize customer workshops to do periodic knowledge reviews and assure that any resulting changes are implemented• Responsible for maintaining training curriculum up-to-date and for building new modules when required or by coordinating such to be built by the trainers• Keep a constant commitment on improving the functionality of the KM tools• More automation• Better functionality• Better integration with other tools• Lead Weekly sessions with L3 teams to identify opportunities to reduce dispatch & referral rates – build required content and release it accordingly• Ability to work across all Delivery Towers (PMO included) and assure integration and collaboration between each other, as well as the ability to share best practices with other Knowledge Managers, bringing the possibility to leverage knowledge from one account to another in a much easier manner• Responsible for running a strong KM process that integrates with C-RIM, SoSS, Secure Cloud and EUPS.

ImageNow (ECM) product suite administration worldwide• Converting paper-based business process to an electronic document-based process• Workflow and Business Analysis software• Data classification& extraction from paper based documents with Brainware IntelliCapture• Using Kofax VRS to improve captured image quality• Configuring/troubleshooting customer product environments on Windows Server 2008 and on Linux based OS systems• Running custom SQL scripts on customer DB servers Oracle/MSSQL• Managing Windows Server 2008 Services and adding users in Active Directory, Group policy objects• Supporting customer environments using GotoAssist and WebEx MeetMeNow remote session tools• Developing custom iScripts and VBscripts for customers• Full ticket management in Salesforce web based ticketing system• Deploying Webnow on Tomcat and WebSphere servers• Replicating customer test environments on VMware and VirtualPC machines• Submitting travel expense reports in SAP portal on business trips• Utilizing employee services with Peoplesoft

Team managementReport creationCustomer trainingsFirst Level Agents trainingCustomer visitsAgent SchedulingManagement reportingCustomer updates

• Resolved calls and tickets escalated to Second Level which were outstanding issues not solved by the Level 1.• Dispatched incoming calls from engineers for technical on site assistance.• Escalated issues to appropriate individuals based on established Business guidelines and procedures.• Communicated effectively and professionally with clients, contractors, teammates and others; could tactfully and calmly handle difficult situations with proper time resolution.• Trained new technicians based on established installation processes and procedures.• Created articles about technical processes in Italian and English which have been uploaded to the SharePoint for common usage and company benefit.• Managed team reports for quality purposes and took liaise position within teams and customers.

• Provided Level1 helpdesk support and resolve problems to the end user’s satisfaction via phone or mail.• Monitored and responded quickly and effectively to incidents and requests received through the IT helpdesk.• Processed intense network troubleshooting and remote tools.• Modified configurations, utilities, software default settings for the local workstation.• Monitored Service Desk for tickets assigned to the queue and process first-in first-out based on priority.• Utilized and maintained the Helpdesk tracking software with excellent customer satisfaction.• Documented internal Business processes and procedures.• Installed tests and configured new workstations, peripheral equipment and software.

As the IT Support Manager, I led a dedicated team responsible for delivering top-tier technical support and IT solutions to both customers and internal staff. My role focused on overseeing the building and optimization of custom computer systems to meet client specifications, ensuring peak performance and stability. I also handled complex customer support issues related to hardware, software, and network infrastructure, providing timely resolutions.In addition to technical responsibilities, I spearheaded the supervision and training of my team, ensuring they were well-equipped to handle a wide range of IT challenges. My leadership ensured smooth application installations, robust network infrastructure, and effective troubleshooting, driving operational success and enhancing the team's overall performance.

Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.Ensured network, system and data availability and integrity through preventative maintenance and upgrades.Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.