Fatima C. Email & Phone Number

Dulles, Virginia, United States

• Successfully managing severity 1-2 incidents and outages by providing initial troubleshooting, vendor engagement, outage communication, and escalation, resulting in timely resolution and improved system reliability.
• Working collaboratively with internal and external teams to resolve interruptions and service issues, ensuring minimal impact on end-users and customers.
• Proactively managing ad-hoc requests such as special processing requests (SPR), file transmissions, and AFT/FTP re-transmissions, ensuring timely and accurate completion.
• Ensuring timely execution of requests for applications, servers, services, and databases, providing reliable support to business operations.
• Monitoring ATPCO platform environments, applications, and infrastructures using Control-M, Mainframe, and other tools, identifying potential issues and taking corrective actions before they become critical.
• Monitoring all processes and scheduled jobs for Mainframe and Distributed Systems environments, ensuring smooth operations and system availability.

• Coordinated with cross-regional entities to document, analyze, and provide maintenance support to assigned schools, ensuring smooth operations and timely resolution of issues.
• Daily updated and monitored records in the Student Information System (SIS) and other applications, ensuring accurate and up-to-date information for decision-making.
• Maintained scheduling, training, and management for analysis to present in bi-weekly team meetings, ensuring that project timelines are met, and stakeholders are informed of progress.
• Implemented team decisions to manage strategies and maintain order, ensuring compliance with organizational policies and procedures.
• Developed plans according to the organization's goals and objectives, providing daily reports and documentation to track progress and identify areas for improvement.

Seattle, Washington, United States

• Addressed account and billing issues by performing deep-dive analysis on customer accounts and billing statements, resulting in timely and effective issue resolution.
• Provided prompt, efficient, detailed, and customer-oriented service, ensuring customer satisfaction and loyalty.
• Drove strategies to improve client interaction with AWS account and billing information system, resulting in improved customer experience and increased revenue.
• Actively sought solutions to customer needs, communicated trends to leadership, and suggested innovative solutions on behalf of the customer experience, resulting in improved service delivery and customer retention.
• Assisted with Enterprise customer communication during AWS critical launches and support events, ensuring effective communication and timely issue resolution.
• Assumed responsibility for developing detailed knowledge about AWS specific product and features, becoming a subject matter expert and providing valuable insights to customers and internal teams.

• Performed analytical shipping diagnostics and respond to shipping personnels’ inquiry in a timely fashion
• Communicated with sales, operations and other service centers and/or departments to ensure customer’s needs are achieved and all issues are resolved
• Worked with team members to deliver customer’s desired requests
• Regular maintenance and updating of shipment and asset databases to monitor products and services
• Trained new employees to ensure they have the proper tools and information needed to perform their duties

Master Of Science - Ms, Computer And Information Systems Security/Information Assurance

Bachelor'S Degree, Information Technology

Associate'S Degree, Cybersecurity

Associate'S Degree, Information Technology

High School Diploma