● Functional support to end users.● Qualification of incidents/problems and coordination with Level-1 and Operation teams based in Spain and other locations in USA.● Requirements intake and Enhancements assessment.● User acceptance test and support.● Commitment to SLA targets, proactive detection of solutions to improve service.● Lead daily meetings with client concerning normal system operation and provide updates concerning open tasks.● Collaborate with client to better understand business needs, institute standard processes, and promote continuous improvement.● Utilize JIRA to log system maintenance and track system issues.● Monitor system performance using Microsoft Power BI● Use Oracle SQL and PostgreSQL database to create and manage stored procedures.● Ensure batch processes are executed correctly within the system.● Create and manage excel spreadsheets to provide reports to the client.● SQL scripting, creation, execution, and analysis.● Assist with Core JAVA and software development processes.● Azure cloud and Azure Monitoring.

Define, maintain, and report on SLA compliance and service metrics using ServiceNow.Take ownership of Major Incidents and ensure business impact analysis as well as coordination and drive towards resolution by synchronizing efforts between appropriate teams.  Chair Major Incident technical bridges and decide participants.Coordinate post Major Incident review with involved support teams.Coordinate response to outages and service restoration efforts by engaging and communicating with support teams, leadership, and end users.Oversee problem management by defining process and reviewing problem tickets for timely updates and root cause analysis completion. Oversee incident management by reviewing all open incidents for IS teams and follow up with team managers to ensure SLA expectations are met. Oversee knowledge management by reviewing all new and existing knowledge base articles in ServiceNow. Work with support teams to gather new information for go-lives and application changes/updates then create or review articles.Track and analyze trends in Service Desk requests, incidents, and changes, working with appropriate departments to bring about problem resolution and root cause analysis.Identify, recommend, develop and implement end user training programs to increase self-sufficiency and satisfaction.Act as top technical resource for escalated issues from both corporate IT staff and end users.

• Provide worldwide bilingual support and training to all users of the Vertices application.• Hold weekly meetings to review and approve media and hard drive deletions from Vertices with Media Management and Backup Regional Leads and managers.• Provided HTML/CSS coding support for Vertices front end web page.• Performed server and database maintenance on Vertices SQL 2008 and 2012 servers.• Test and assist in implementation of Vertices software updates and new features.• Used EMC DPA and MS Excel to create and update metric reports for upper management showing master server capacity across the globe, failed backups, and virtual threats.• Assisted datacenter teams with tape loads and unloads using Tectia SSH and UNIX commands to control tape library robots.• Used ServiceNow ticketing system to update and resolve tickets created by users. As well as create changes for upcoming server updates and changes.

Maintained Windows 2003, 2008, and 2012 servers for multiple applications under a variety of specifications.Worked with vendors and all levels of management to investigate and solve application issues.Completed root cause analysis of defects with applications assigned.Managed the implementation of new purchased or updated technologies and applications for various departments.Achieved 100% resolution of all problem incidents that were escalated from end users.Lowered escalated incidents by 20% through creating over 50 knowledge base articles for Help Desk agents.Resolved all issues related to applications myAbility, Right Fax, KB Publisher, and Archibus.Created and assigned printers and print queues to workstations for Epic backend printing using PuTTY, OM+, and Tricerat.

Achieved exceptional customer service factor of 95% and above by managing the Help Desk ticket queue and production floor.Worked with all level of management to perform hardware and software troubleshooting.Achieved 70% first call resolution by using a variety of tools to resolve customer issues.Coordinated incident management between all implicated support teams to resolve outages as soon as possible.As part of the management team performed interviews, training, and quality assurance of new team members.

Diagnosed hardware and software problems with desktops and laptops. Hardware (RAM, CPU, GPU, motherboard, etc.) and software upgrades, motherboard replacement, virus removal, hard disk repair, and data retrieval for both desktops and laptops. Screen replacements and power jack replacements for laptops. Power supply replacements for desktops. Windows XP, Vista, 7, 8, 10 and Mac OSX troubl

• Performed various IT tasks around campus including DNS and network connectivity issues, Active Directory password resets, Outlook Exchange email set up for teachers, and software or hardware maintenance. • Assisted with computer laboratory on campus in setting up computers and programs for student and teacher use.