Provide Level 2 support for 40+ enterprise systems applications.● Manage major incidents impacting critical applications.● Document SOPs to diagnose and resolve application issues byreviewing logs, analyzing dashboards and monitoring tools,executing queries, and assessing system performance.● Handle cross-functional team meetings during incidents.● Design and enforce IT security policies and procedures to secure theconfidentiality, integrity, and availability of IT systems as well asimportant data.● Continuously review and recommend ITIL process improvements.● Converted traditional report solutions into Power BI reportsolutions, increasing e ciency by 20%.● Triage complex issues to Level 3 teams, and collaborate withapplication, infrastructure, and network teams.● Participate in Post Incident Review (PIR) meetings to identifypreventive measures and improve response times.● Accurately capture details for all incident tickets.● Engage with application development teams to understand newfeatures, provide requirements on behalf of incident management,and ensure team preparedness.● Apply data gathered from incidents to update on ServiceNow.● Routinely provide business and IT teams analytics through datavisualization, modeling, dashboards, and reports through Power BI.● Review planned changes/releases for potential application impact.● Report incident-related metrics to upper management.● Provide input toward continuous improvement and maturityincluding automation, communications, incident processes, measuring value, and tooling.

Provided global production support for Product Data Management (PTC WINDCHILL PDMLink) and Master Data Management (Back Office Associates / Syniti dsp software Suite) software application systems. Enforced the processes and procedures for production code migration and audit, user helpdesk support, application enhancements and fixes along with project support. Responsible for day to day support of MDM software applications, PDM software applications, code changes to support enhancements and bug fixes.

Pathways Student Intern for Business Operations Staff within the Office of Communications. Assist in the development of long-term internal SharePoint projects utilizing HTML, CSS, C++, Java and JavaScript.

Student Intern for the Business Operations Staff under the Office of Communications. Administer documentation for various projects. Develop SharePoint websites for internal senior management.