I’m responsible for leading transformative cross-functional continuous improvement initiatives and projects across IT Infrastructure teams. This is accomplished through the identification of improvement opportunities, initiating both short and long-term projects, establishing workstreams and taking ownership to produce successful outcomes. I utilize the understanding of governance standards, continuous improvement methodologies, and program management to facilitate and coach stakeholders across the IT Service Management organization towards operational optimization.

Create and maintain all incident, change order and vendor evaluation reports for the IT Operations Center and Event Management departments. Utilize industry leading monitoring and event management software to respond and analyze active events for application and infrastructure environments. Perform proactive analysis of potential application and infrastructure issues to facilitate resolution prior to business/customer impact. Maintaining governance over 3rd party vendor support to ensure proper service level agreements are met. Providing continual educational training for vendor support and internal staff.

I am responsible for Tier 1 and 2 application and infrastructure support, issue diagnosis, and resolution of service. I provide technical advice, guidance, and troubleshooting to customers using both monitoring and diagnostic tools. I assist in restoring routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. I also perform proactive analysis of potential application and infrastructure issues and facilitate resolution prior to customer impact. I recommend procedures and controls for problem prevention.

Analyzing and consulting business owner’s and individual’s tax concerns via the internet and call center; choosing the correct amnesty or abatement program that best fits their specific case.

Analyzing and consulting business owner’s and individual’s tax issues solely via a call center; choosing the correct amnesty or abatement program that best fits their specific case.

Marketing to business owners, via a call center, who have tax liens filed against them to offer amnesty and abatement programs to reduce and resolve their back tax issues.