As the Sr. Technical Analyst part of a DevOps team, I am a key member of our delivery team and I am the embedded SME from our Support Center of Excellence. I am responsible for technical and functional support of strategic business initiatives, alignment with Business Solutions to understand current and anticipated business process needs and managing applications to ensure optimal functionality.• Troubleshoot complex technical problems from the functional level and supporting both internal and external bank applications• Partnering with Business Analysts to support application enhancements, modifications or new products.• Develop and maintain advanced technical expertise for all applications supported by IT Business Analysts• Support IIS, Web Services and Service Oriented Architecture• Serve as an advisor to internal customers while researching and resolving complex end-user problems.• Research and resolve various issues using SQL and other various relational database concepts and languages.• Produce and maintain key documentation for troubleshooting various applications for other various teams.• Lead teams while coordinating and resolving high-impact production issues.

Lead the Service Desk by providing tier 3/Lead support and ensuring that the Service Desk meets metrics.Plan, direct, coordinate, and review the work of assigned staff and contractors.Assign work activities and coordinate schedules, consistently deliver top-notch End-User services to Sound Transit employees, contractors Manage, coach, train and motivate staff; coordinate and provide staff training.Manage employee relations, measure the performance of the Service Desk through goal setting.Manage and assign duties for the team, delegate tasks and authority among tier 1 and tier 2 based on activity; assign remote site and field support duties.Ensure that all Service Desk members Provide strong customer service in support of Information Technology service offerings.Establish and maintain effective working relationships with other department staff, management, vendors, outside agencies, community groups and users.Administer policies and procedures, discuss, resolve, and explain them to staff and other constituencies.Implementing ITIL framework with ITSM tool.Provide effective conflict management skills necessary for resolving both technical and interpersonal issues.Prepare and analyze complex data and comprehensive metric reports for incident management.Collaborate with Developers, Client Technologies, Infrastructure and end users to ensure technical compatibility and user satisfaction.

Provide technical support for endpoints; troubleshoots hardware and software issues.Serve as a technical lead on projectsServe as escalation point for team members and customers Lead team operational meetings to communicate information and facilitate knowledge sharing.Conduct technical training on new processes, procedures and technology.Lead day-to-day operations and ensure workload is appropriately distributed among team membersMonitor service delivery metrics and prepare operational reports for management review.Maintain the highest level of customer satisfactionQA & monitor support staff through the use of real time monitoring toolsProvide feedback on team performance and input on hiring decisions Resolve unusual or escalated customer service and technical issuesParticipate in 24/7 on-call rotations.

Developed and managed technology budget, placed purchase orders and monitored related expenditures.Analyzed technology requirements and developed functional specifications. Conducted comparative analysis and competitive bidding.Presented and implemented technological alternatives to streamline functions and improve productivity.Prepared, maintained and tested a technology disaster recovery plan.Maintained knowledge on current technology through technology periodicals, attending trade-shows, technical seminars and training sessions.As the sole IT administrator, provided support for all executive staff and end users.

Responsible for maintaining both hardware and software issues at the Cancer Research Center, Seattle Cancer Center Alliance and the HIV/AIDS Vaccine division for over 900 on-site administrations, scientific, executive and remote/offsite staff using both PC’s and Mac workstations/laptops. Provided outstanding technical and customer service support for executive staff, executive assistants and administrators both onsite and at home.Provided maintenance and support of software and system images as well as inventory via combined KACE and SCCM 2012 environment. Provided specialized support for Scientific Computing applications and instrument machines with computers in an active lab environment. Participated in multiple project teams while maintaining the same quality of support to all users.Tested and validated group policies and scripts for software deployment in an enterprise environment.Created and managed user accounts in AD, network drives and permissions for all users.Asset management and surplus of all hardware (printers, workstation, laptops, macs).Monthly updates and patching for both PC’s and Mac’s.

Provided high-level support and installation of SRS software products through phone and WAN connection and occasional onsite presence, tracking system and updating knowledge base.Troubleshoot LAN, WAN, server and desktop problems to isolate root cause and repair or make recommended appropriate solutionsHands on project management of application installations and upgrades in complex network environments that employ strict security policies.Designed network infrastructure in Active Directory and DNS in order to apply appropriate security policies, or make recommendations to clients.Managed multiple tasks and prioritized work load with minimal supervision.Applied experience and knowledge to construct solutions to technical problems and implemented them.Recorded and tracked support problems in help desk software while keeping client informed of problem status and estimated resolution times.Installed and configured SRS software products and peripherals on new client installations.Performed upgrades and patch installations for SRS software products as neededPerformed SRS EHR server migrations as needed.

Provided outstanding customer service to our business customers in the area of distributed desktop support (helpdesk support, desktop, server and mobile support) to over 800 users, in house and in virtual offices across the country, documenting all issues through ticketing tracking system and updating knowledge base.Install, configure, maintain, and troubleshoot a wide range of software used throughout the network in an Active Directory environment.Install, configure, encrypt PCs & laptops, setup network printing devices, peripherals, setup video conference equipment, rack switches and patch cables Implement and maintain network standards; utilize tools sets such as Imaging software, Active Directory, and Remote DesktopProactively analyzed constituent data and identified issues and trends. Recognized and acted on the needs to improve the development and delivery of products and services. Clearly identified what must be accomplished for successful completion of business objectives.Lead systems migrations and roll outs and ensure secure desktop and network configuration, policies and practicesTrain PC users in accordance with company training program, instructing them in the use of equipment, software and manuals.

Performed support for Application, PC and VoIP issues called in to the Help Desk. Recorded issues called in via ticketing system. Used available administrative tools to achieve problem resolution, such as Remote Desktop, LanDesk Remote Control, AD , Exchange MC, Citrix MC and Microsoft Communicator. Reached out to application support, Desktop team and SME for issues that could not be resolved within Tier IIICreated user account via Exchange Management Console and Active Directory; granted or denied access to company applications and resources via Group Objects, such as Functional GroupsProcessed Work Flow request for licensed software; non-licensed software; system access; Exchange, Active Sync; hardware request; relocation of hardware; VPN; Application access including modification of existing access and exemptionsAssisted with documentation of processes, how-tos and system troubleshootingDeveloped, motivated, evaluated and coached staffs on work procedures, proper call handling and teamwork delivering excellent customer service. Visible and available to staff to answers questions, monitor calls and give ongoing feedback.

 Provide phone support to Verizon Wireless Internal End Users, Indirect, and Resellers Agents Work as a team member on small to intermediate size technical projects of low to average complexity Work under the direction and supervision of senior Technical Support/Services staff and management Completed assigned technical tasks on time (e.g., design, development, implementation, testing, maintenance, etc.) Proactively monitor and control all production systems and networks to maximize systems availability Perform problem resolution activities according to established procedures and make supervised-decisions that impact assignments Resolve assigned Trouble Tickets within the established timeframes while providing quality customer service Proactively communicate status reports and issues to manager