Software Operations Analyst
CurrentParticipated in the day-to-day operational support and service delivery of the IT infrastructure by monitoring and responding to IT Infrastructure incidents through the incident tracking system.Acted as a central point of contact for communications and accountability in resolving issues, using technical information to provide meaningful updates to stakeholdersGathered and analyzed data in support of systems management, maintenance, and performanceDeveloped and analyzed solutions to problems, and communicated these solutions through charts and diagramsProvided tier 1 & 2 support for business operations teams Created knowledge base infrastructure and articles