• Led L3 Support for 16 global entities, ensuring compliance with Service Level Agreements.• Investigated and resolved an average of 2500 service tickets per year.• Developed a script to recycle soft tokens, reducing token procurement costs by 20-30%.• Optimized the recycling script for a 40% reduction in execution time.• Implemented alerting and monitoring using AppDynamics for application and database servers.• Streamlined ABUA account setup, reducing turnaround time by 2 days.• Proficiently used Global Service Desk (GSD), JIRA, Confluence, Xmatters, Splunk, TPAM, and CyberArk.

• Orchestrated the integration of Webtrends Analytics, driving comprehensive customer activity analysis across diverse journeys, leading to a remarkable 75% reduction in incidents.• Spearheaded accessibility enhancements catering to visually impaired clients, leveraging cutting-edge tools like NVDA.• Provided pivotal guidance and executed intricate technical solutions, elevating customer journey satisfaction.• Meticulously rectified UI issues to ensure alignment with industry design standards.• Utilized a suite of development and quality control tools including HP Quality Center, IBM RTC, IBM Websphere, and GitHub to maintain rigorous development standards.

• Integrated Webtrends Analytics to capture and analyze customer activity across multiple journeys, reducing incidents by 75%.• Improved accessibility features for visually challenged customers using tools like NVDA.• Advised and executed technical fixes to enhance the overall customer journey experience.• Rectified UI issues to ensure compliance with design standards.• Utilized HP Quality Center, IBM RTC, IBM Websphere, and GitHub for efficient development and quality control.