• Implemented strategic incident management, drastically reducing ticket backlog from 600 to a manageable daily volume of 20-50 incidents.• Designed and implemented automation scripts that reduced manual monitoring efforts, enabling faster response times to potential issues.• Implemented knowledge base articles and post-incident reviews that improved team preparedness, reducing repeat incidents by 35 percent.• Collaborated closely with Dell and Genesys to create custom embedded software to support PNC’s WFH initiative.• Collaborated with project teams to ensure new applications and systems adhered to organizational technology standards, achieving smooth integration and deployment.

• Implemented technical standards for data security and access control, safeguarding client information and reports from unauthorized access.• Visited store locations to assist in software updates, administer security debriefs, and mentor new agents.• Partnered with Apple GSX to integrate systems, allowing for easier repair creation and stock fulfillment.• Applied policies to reduce shrinkage, boosting company profits.

• Engineered leading-edge POS system using React, revolutionizing sales processes and modernizing operations for enhanced efficiency.• Implemented an online database utilizing SQL queries and methods to securely store customer data and employee information.• Increased new customer traffic and retention through online interaction.• Led training sessions on system use and updates, improving staff proficiency.

• Analyzed portal data to enhance user flow, reducing bounce rate and boosting engagement.• Developed custom webhook for registration, enhancing student interaction and system efficiency.