Managed the North American team of 2 technicians that deep dived major incidents/problems to identify the impact and root cause of issues to resolve the issue and stabilize the environment. Worked closely with engineering teams and external vendors to investigate issues and suggest improvements to their products. Developed proactive/automated solutions to help users “Self-Serve” themselves to resolve issues before they become tickets

Utilized internal implementation of Splunk to better understand performance issues across the end user estate. Created dashboards to track major KPIs, and engage appropriate stakeholders to investigate/remediate the issue. Developed solutions (in PowerShell) for pushing data into Splunk via the HTTP Event Collector. Promoted internal Splunk implementation by engaging with potential consumers to demonstrate, train, and consult.

internal/external applications/products impacting large population of users. Engaged with Engineering teams as well as Third Party Vendors such as Microsoft, Adobe, and Citrix to determine Root Cause and remediate. Appointed Performance SME for Team in which I gathered Xperf/WPR/Wireshark and other traces for analysis. Participated on the On-Call Rotation and for Weekend Change Control Validation.

Performed Incident/Problem Management for JPMorgan Chase’s Virtual Desktop Initiative. Included identifying trends, tracking, and working with engineering/vendors to mitigate issues in a complex VMWare/Citrix XenDesktop environment. Regularly sought out ways to automate routine fixes for known issues in the environment with the goal of ticket avoidance.Major Project – Participated on a Day1 Migration SWAT Team to provide White Glove support to LOB users migrating to Windows 7 VDI. Successfully migrated over 10,000 users. Duties included gathering user data, coordinating AD account setup, data migration, setup of hardware, and assisting with Day1 Activities. Responsible for creating a Daily Summary to Major Stakeholders listing major breakpoints/outages, steps for mitigation, and action plan to prevent such issues on future migrations.