• Led the analysis and resolution of impactful incidents and critical issues, effectively minimizing customer dissatisfaction and ensuring timely remediation.• Collaborated closely with cross-functional teams, stakeholders, and vendors to gather requirements, manage expectations, and ensure alignment on problem resolution strategies.• Conducted comprehensive risk assessments, developing risk mitigation plans, and monitoring risk factors to ensure effective problem resolution and minimize potential disruptions to operations.• Led process improvement initiatives, identifying bottlenecks and inefficiencies, and implementing streamlined processes to drive operational excellence and increase productivity.• Utilized Jira and Confluence for tracking and documenting processes.

- Provides subject matter expertise (SME) focused on the stability and resiliency of externally hosted IT services that have been integrated with the banks eCommerce environment - Builds and maintains relationships with business, technical organizations, and vendors; independently providing IT consultation services by: planning, conducting, and directing deep dive assessments and analysis of broad internet, B2B network, and enterprise system resiliency and availability concerns, infrastructure resiliency designs, monitoring systems, and ITSM operational processes- Acts as a liaison to internal technology groups, business groups, and vendors- Creates written business cases and delivers presentations to senior leaders that propose solutions and process improvements needed to achieve greater overall system stability and resiliency - Facilitate daily meetings involving a large number of participants to determine Root Cause (RC) of problems and incidents- Provides consultation services following ITIL framework processes for: Change Management, Problem Management, and Disaster Recovery - Identifies gaps to discuss and implement mitigating solutions - Creates and maintains playbooks and vendor support escalation information- Identifies Single Point of Failures, determines mitigation plans, and track opportunities for improvement leveraging operational excellence processes

• Utilized Confluence for documentation and knowledge sharing.• Responsible for follow ups and assisting with client, technical, hierarchical, and entitlement escalations where exceptional business impact is experienced to ensure appropriate resolution, while serving as their single point of contact.• Drove continual improvement for capabilities and the delivery of services across teams in their functional area; ensures a cohesive, high-quality service is seen by working closely with other teams across the enterprise to ensure service.• Applied methodologies such as Ishikawa diagrams, 5 Whys analysis, and Pareto analysis, to identify root causes and develop effective solutions.

Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. Performs documented break/fix repairs on PCs, thin clients, printers, servers, mobile devices and software applications.

Provide best in class advanced technical support to VIP and National Account customers in a time sensitive environment. This includes diagnosing DOCSIS, Networking & Routing, WiFi, VPN and other Advanced Products.• Provide exceptional customer service to our largest and valued customers.• Effectively manage customer issues from beginning to end, ensuring first contact resolution when customers experience technical issues with their High Speed Data, Business Class Phone, Business Class Ethernet, and other Advanced Products.

Support the leadership team by managing the team environment. Resolve customer-impacting concerns and takeover customer calls to handle immediate issues.• Facilitated multiple trainings i.e. De-escalation training, iOS software training • Handled customer escalations and manage customer relationships by performing the full range of customer service functions.• Used negotiation and problem solving skills.• Provided statistical and performance feedback and coaching on a regular basis to each team member.• Provided daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.