Business Operations (Client Services Management):· Handles the Global Delivery Center's Service Level Management and Business Intelligence· Defines and manages achievement of client required performance objectives· Researches, develops and implements operational and technical processes· Properly sets client expectations and proactively manages project assignments and its scopes· Conducts analyses, prepares reports and communicates with clients to provide value-added and consultative services· Effectively controls difficult client situations Consistently demonstrates sound judgement· Works with the Lean Team for strategies relating to operational and financial efficienciesCapacity Planning:· Helps in leading all Tower Service Managers (Client Services) in providing the operations teams the analysis, preparation and execution of delivery on client forecasts and FTE tracker commitments· Coordinates workload requirements and delivery for each assigned program with an enterprise-wide focus· Leads staffing recommendations by site and program· Promotes continuous improvement with forecasting processes and long term planning· Analyses data, provides recommendations, and makes presentations on workforce trends, forecasts and staffing gaps· Works on assignments of large scope and complexity, impacting multiple functions or regions, or having client or program-wide impact· Delivers reports and other tasks or deliverables on time· Works directly with Human Resources for mobility, availability and capacity planning

Remote Desktop Management for Schneider ElectricDiagnose, troubleshoots, and repair workstation software applications, file & print servers.· Microsoft Server Administration· Microsoft Exchange Administration· Hardware Token· AirWatch (iOS and Android) Administration· Cisco Systems VPN· Microsoft Same Time / Teams· Windows Terminal Server· Active Directory / File Folder Permissions and File Recovery / Group Policy· Citrix Client / AmDocs CRM (Clarify) / Vantive CRM / OSD and BMC Remedy · Microsoft Office 365 Suite· Windows PowerShell ISE and ADSI Edit· HP Service Center, SAP Printers / Network / Local Printers and Fax

EUC Tier 2 Technical Support for Marriott InternationalDiagnose, troubleshoots, and repair workstation software applications, file & print servers.· Microsoft Server Administration· Microsoft Exchange Administration· Hardware Token· AirWatch (iOS and Android) Administration· Cisco Systems VPN· Microsoft Same Time / Teams· Windows Terminal Server· Active Directory / File Folder Permissions and File Recovery / Group Policy· Citrix Client / AmDocs CRM (Clarify) / Vantive CRM / OSD and BMC Remedy · Microsoft Office 365 Suite· Windows PowerShell ISE and ADSI Edit· HP Service Center, SAP Printers / Network / Local Printers and Fax

EUC Tier 2 Technical Support for Marriott InternationalDiagnose, troubleshoots, and repair workstation software applications, file & print servers.· Microsoft Server Administration· Microsoft Exchange Administration· Hardware Token· AirWatch (iOS and Android) Administration· Cisco Systems VPN· Microsoft Same Time / Teams· Windows Terminal Server· Active Directory / File Folder Permissions and File Recovery / Group Policy· Citrix Client / AmDocs CRM (Clarify) / Vantive CRM / OSD and BMC Remedy · Microsoft Office 365 Suite· Windows PowerShell ISE and ADSI Edit· HP Service Center, SAP Printers / Network / Local Printers and Fax

Business AnalystLevel 2 Collaboration SupportSAP / SME - Advanced Lotus Notes Support for The Coca-Cola CompanyDiagnose, troubleshoots, and repair workstation software applications, file & print servers.· Lotus Notes / Domino Administration· Microsoft Exchange Administration· RSA SecurID Software / Hardware Token / Entrust· BlackBerry Enterprise Administration Server / AirWatch (iOS and Android) Administration· Nortel Contivity VPN / Cisco Systems VPN· Lotus Sametime Connect / Microsoft Lync· Windows Terminal Server 2003 / 2008· Active Directory / File Folder Permissions and File Recovery / Group Policy· Citrix Client / AmDocs CRM (Clarify) / Vantive CRM / OSD and BMC Remedy· Microsoft Office 2007 and 2010 Suite· Windows PowerShell ISE and ADSI Edit· HP Service Center, SAP Printers / Network / Local Printers and FaxAdministrative Tasks:· Provided assistance with technical issues· Provided coaching and metrics improvement· Provided Advanced Lotus Notes ticket audits/tracking/root cause analysis· Provided Advanced Lotus Notes technical training· Provided refresher trainings for L1 Helpdesk AnalystsProject Management:· Handled projects for the 1st and 2nd Level Lotus Notes scope of support· Provided reports for project status tracking· Developed performance improvement projects

Business AnalystLevel 2 Collaboration SupportSAP / SME - Advanced Lotus Notes Support for The Coca-Cola CompanyDiagnose, troubleshoots, and repair workstation software applications, file & print servers.· Lotus Notes / Domino Administration· Microsoft Exchange Administration· RSA SecurID Software / Hardware Token / Entrust· BlackBerry Enterprise Administration Server / AirWatch (iOS and Android) Administration· Nortel Contivity VPN / Cisco Systems VPN· Lotus Sametime Connect / Microsoft Lync· Windows Terminal Server 2003 / 2008· Active Directory / File Folder Permissions and File Recovery / Group Policy· Citrix Client / AmDocs CRM (Clarify) / Vantive CRM / OSD and BMC Remedy· Microsoft Office 2007 and 2010 Suite· Windows PowerShell ISE and ADSI Edit· HP Service Center, SAP Printers / Network / Local Printers and FaxAdministrative Tasks:· Provided assistance with technical issues· Provided coaching and metrics improvement· Provided Advanced Lotus Notes ticket audits/tracking/root cause analysis· Provided Advanced Lotus Notes technical training· Provided refresher trainings for L1 Helpdesk AnalystsProject Management:· Handled projects for the 1st and 2nd Level Lotus Notes scope of support· Provided reports for project status tracking· Developed performance improvement projects

· Hardware Diagnostics and Repair· Software Installation· Computer Assembly and Maintenance· Network Setup and Maintenance· Hardware and Software Tutorial