Partner with Information Security team devise a plan to remediate venerable websites and mobile applications. Communicate a plan of action to remediate Websites and Mobile Applications to Brand Managers and site owners. Review ZeroFOX alerts for both Mobile Applications and Websites and validates if the alert refers to any of PepsiCo’s billion-dollar brands. Determine if the Mobile Application or Website contents are vulnerable and PII (Personal Identifiable Information) data. Review Khoros… Show more Partner with Information Security team devise a plan to remediate venerable websites and mobile applications. Communicate a plan of action to remediate Websites and Mobile Applications to Brand Managers and site owners. Review ZeroFOX alerts for both Mobile Applications and Websites and validates if the alert refers to any of PepsiCo’s billion-dollar brands. Determine if the Mobile Application or Website contents are vulnerable and PII (Personal Identifiable Information) data. Review Khoros Social Media Posts for unapproved content and discuss with sector leaders Show less

Manage the day–to-day activities, operations and provides problem-solving of all 2nd Shift and 3rd Shift Helpdesk Analyst to meet the required service level agreements, standards and PSC Key Performance Indicators (KPI’s)People Management including training as well as staff developmentMentor Junior and Entry level Employees on Career Development through business and people skill analysis and coaching Call monitoring, coaching and feedback to ensure Call Quality… Show more Manage the day–to-day activities, operations and provides problem-solving of all 2nd Shift and 3rd Shift Helpdesk Analyst to meet the required service level agreements, standards and PSC Key Performance Indicators (KPI’s)People Management including training as well as staff developmentMentor Junior and Entry level Employees on Career Development through business and people skill analysis and coaching Call monitoring, coaching and feedback to ensure Call Quality requirements are metManage all Manager Escalation Calls, especially business impacting Priority 1 and Priority 2 incidents Motivate and Lead a team of 16 Help Desk Analyst of PepsiCo employees and contractorsIdentify and Provide Critical Feedback specific to each analyst on their strengths, weaknesses, and areas for improvement for proper inbound call handling proceduresRecognize High Call Volume Drivers and offer suggestions and solutions for PSC process and product improvement to Leadership teamOperational Management: Managing the Service Desk, adherence to schedule and Inbound call volume requirementsParticipate in the Phone Screenings and Face to Face Interview process for Level 1 and 1.5 Help Desk Analyst Show less

Provide technical support for Desktop, Laptop, Printers, and Network related issues to end users throughout the PepsiCo divisions via the phoneUse Peregrine to document and track existing calls and incidents to identify and prevent future potential problemsCreate and Modify Solutions in Primus Knowledge Center used by the support teams to resolve predetermined technical issues with Computer applications and hardwareTrain and mentor new Help Desk Analysts using the… Show more Provide technical support for Desktop, Laptop, Printers, and Network related issues to end users throughout the PepsiCo divisions via the phoneUse Peregrine to document and track existing calls and incidents to identify and prevent future potential problemsCreate and Modify Solutions in Primus Knowledge Center used by the support teams to resolve predetermined technical issues with Computer applications and hardwareTrain and mentor new Help Desk Analysts using the on-boarding procedures created by the On -boarding Team Maintain and install all software and applications on laptop or workstations used by PBSG Business Applications and Pepsi Infrastructure teams at the Pepsi Support CenterCoordinate and schedule training classes for 36 PSC Support team members on the Password, Frito-Lay, and Pepsi Infrastructure Teams Interview applicants for potential career opportunities with the PSC Password and Infrastructure teams Show less

I also worked at GTE Wireless in LawerenceVille GA before the move to Alpharetta, Ga

Managed sales order administration and was promoted to lead role within six months of hire, providing training and support for a sales administration group of 20.Acted as a liaison between clients, sales, technical, administrative and management personnel in resolving problem situations.Assisted with sales project management functions. Supported senior sales team with development of sales proposals for local networks, paging, cellular, Internet, ISDN and other products and services.… Show more Managed sales order administration and was promoted to lead role within six months of hire, providing training and support for a sales administration group of 20.Acted as a liaison between clients, sales, technical, administrative and management personnel in resolving problem situations.Assisted with sales project management functions. Supported senior sales team with development of sales proposals for local networks, paging, cellular, Internet, ISDN and other products and services. Conducted post-sales follow up functions, maintained client relations. Coordinated customer support and training activities Show less