Gina E. Email & Phone Number

• Proactively monitored application performance, availability, and reliability to address potential issues.• Resolved user-reported incidents, reducing average resolution time by 30% and minimizing business disruptions.• Coordinated deployments, upgrades, patches, and configuration changes, following change management processes, resulting in a 20% decrease in deployment-related issues.• Escalated complex issues to higher-level support teams, developers, or vendors as necessary, achieving a 95% issue resolution rate.• Identified opportunities for improving application performance, efficiency, and reliability, leading to a 15% enhancement in system performance.• Participated in post-incident reviews, root cause analysis, and process improvement initiatives, enhancing overall support efficiency by 25%.• Collaborated with developers, system administrators, QA testers, and project managers on application-related issues and enhancements, reducing issue resolution time by 40%.• Applied chromatography expertise to troubleshoot and analyze data integrity issues in financial software systems.• Utilized strong analytical skills to efficiently diagnose and resolve complex technical issues.• Delivered exceptional technical support and customer service, ensuring high user satisfaction and streamlined business operations.Key Achievements:• Reduced incident tickets by 30% through proactive problem management and AI-driven automation.• Increased customer satisfaction scores by 25% within the first year of leadership.• Successfully implemented a Shift Left approach, enhancing L2 team ticket resolution by 40%.

• Delivered prompt and reliable technical support to over 500 end-users via phone, email, and in-person channels, consistently maintaining a satisfaction rating of over 95%. • Expertly diagnosed and resolved an average of 50 technical issues weekly, encompassing desktops, laptops, printers, and other IT equipment, thereby reducing downtime and ensuring seamless business operations. • Implemented proactive maintenance strategies that led to a 20% reduction in hardware failures and a 15% improvement in overall system performance. • Led the successful deployment and configuration of operating systems, software applications, and peripheral devices for new hires, streamlining onboarding processes and reducing setup time by 30%. • Managed and optimized network infrastructure components, including routers, switches, and firewalls, ensuring 99.9% uptime and adherence to industry security standards. • Collaborated cross-functionally with IT teams to execute over 10 projects, including system upgrades and network expansions, completing them on time and within budget while minimizing disruptions to daily operations. • Developed comprehensive documentation for IT processes, procedures, and troubleshooting guides, increasing efficiency and accuracy in resolving technical issues by 25%. • Conducted bi-monthly training sessions for end-users on IT best practices and new technologies, resulting in a 20% reduction in IT support tickets and enhanced user proficiency.Key Achievements: • Achieved a 99.9% uptime for supported applications, surpassing SLA targets. • Reduced average resolution time by 20% through process optimization and automation. • Honored with the ClearBridge Excellence Award for exceptional leadership and customer service.

• Assessed IT infrastructure regularly to ensure it met necessary demands, improving system reliability by 35%.• Managed daily operations of the IT department and developed strategies to increase efficiency and improve customer satisfaction, resulting in a 50% increase in customer satisfaction scores.• Coordinated the needs of in-house IT experts and remote employees, vendors, and contractors, reducing response times by 20%.• Protected customer data through encryption and secure storage practices, leading to a 0% data breach rate.• Assisted with the installation of new hardware and software, and trained employees on its use, improving system adoption rates by 25%.• Created and maintained project documentation, enhancing project tracking and completion rates by 30%.Key Achievements:• Reduced incident tickets by 35% through proactive monitoring and problem management.• Increased first-call resolution rate by 15% with enhanced training programs and knowledge base improvements.• Played a key role in the successful launch of several major software updates, ensuring seamless transition and support.

• Acted as the primary point of contact for escalated technical issues, successfully resolving over 95% of cases without further escalation.• Conducted in-depth analysis of network requests and activity logs to identify and resolve technical issues, improving system reliability.• Worked closely with the engineering team to identify and prioritize system bugs, contributing to the continuous improvement of banking software.• Developed comprehensive support guides and FAQs that empowered the support team to handle common issues more efficiently.• Provided training sessions for both internal staff and external clients on new software features and best practices, enhancing overall user competence.Key Achievements:• Resolved 95% of support tickets within the first call, significantly improving customer satisfaction.• Contributed to a project that upgraded HP's internal IT infrastructure, resulting in a 40% increase in system performance.• Received the HP Employee Excellence Award for outstanding performance and dedication.