SUMMARY:

• Experienced professional with hands on experience providing tier one, two, and three technical and application support for multiple products, in a heavy client volume environment. Strong academic experience in Information Technology. Possess a proven ability to deliver effective service and positive outcomes. Proven effective communicator, possess knowledge of computer and network maintenance, and troubleshooting and breaking down complicated concepts into everyday language. Committed to exceeding expectations and eager for opportunities to learn, grow, and utilize my skills.
• Good team player, combined with self - motivation, initiative and the ability to think outside the box.
• Exceptional Interpersonal Skills & Excellent Written and Verbal Communication Skills. Ability to work well under pressured environment with multi-tasking.
• Enthusiastic to learn new systems and technologies as well as fast adaptability to new platformsand environment.

TECHNICAL SKILLS:

Methodologies: Agile, Scrum, Test Driven Development, WaterfallApplication Servers and Frameworks Microsoft .Net Framework, Microsoft Internet Information Server (IIS),Content Management Systems (CMS), Customer Relationship Management systems (CRM), Collaboration Systems, and Association Management Systems (AMS) Microsoft SharePoint, Sales Force, Siebel, Jira, Service center.

Operating Systems: Microsoft Windows (2003/XP/2000/NT/7/8/8.1/10), MS DOS, Android, MAC OS.

Network: Remote Access Support Technology, LAN/WAN, Routers/Switches, VOIP systems, Systems Analysis, Web Interface, ITIL Directory/Registry, Active directory, Microsoft Exchange.

PROFESSIONAL EXPERIENCE:

Confidential, Germantown, MD

Production Server Analyst

Responsibilities:

• Work closely with subject matter experts (SME), software engineers, and production support to assist the ez pass tolling side of the business with scheduling and running the hourly, daily, weekly, and monthly server jobs.
• Assist the software engineers by monitoring the various jobs and providing with the error codes of the failed or slow server jobs.
• Monitor reports produced through the server jobs to confirm the number of vehicle traveled through each of the plazas match with the collection amounts for each hours.
• Escalated any discrepancies noted on the server reports, to the transaction processing teams and the software engineers to assure that there was no glitch in the system.
• Edited the sharepoint SOP documentation for the production control, as the production jobs and SLAs change.
• Used multiple CRMs/ticketing systems on daily basis including (sieble, jira, service center, and ServiceNow).
• Used multiple monitoring tools including (ca workload automation, putty, mRemoteNG, and other Confidential proprietary software)
• Used SQL, shell scripts, and java scripts to monitor and update the job processes.

Confidential, Germantown, MD

Technical Support Analyst

Responsibilities:

• Maintained a network of 10,000+ Earth Network weather stations and 3000+ various manufacture outdoor weather cameras, by assisting public broadcast partners and retail clients with troubleshooting their Confidential products over the phone, via e-mails, and by using remote access.
• Provided Tier 1, 2, and 3 support to Confidential clients and broadcast partners.
• Provided application support, to the subscribers of Confidential outdoor alerting and sferic maps application on PC, iPhone and Android.
• Remote into client’s computers and machines to assist clients to change their network appliance settings and firewall settings, to make Earth Network products work efficiently on client networks to maintain the availability of the data.
• Determine whether a product needs to be repaired or replaced after doing proper diagnostics over the phone, and in virtual environment.
• Provide clients with the quote to repair or replace damaged parts of their Confidential products.
• Regularly updated the company’s internal learning management system (LMS), and the online troubleshooting guide for each product as the new, issues and remedies were discovered.
• Assisted the media production team for the quality assurance of the images captured in the net-cams.
• Used sales force CRM to maintain client case details.
• Used AWS cloud to retrieve historical client data.

Confidential, Gaithersburg, MD

Program Representative

Responsibilities:

• Provided application support to Confidential ts over the phone and via. E-mail using multiple CRMs, depending on the program the Confidential t is applying for.
• Assigned each client a Service Request number which identifies their unique profile.
• Provided documentation support using Microsoft office software
• Assisted with health insurance verification, and shipping Confidential t medications in a timely manner.

Confidential, Germantown, MD

Help Desk

Responsibilities:

• Worked closely with HR and various department managers to grant or deny access to the company’s AMS for each of the employee based on their needs to perform duty and the status of their employment.
• Maintained user accounts based on a user’s employment status.
• Answered phone calls of users needing to reset their passwords to their desktop, and CRM applications.
• Used remote access to troubleshoot user specific problems
• Assisted users with opening ticket for any hardware issues that requires a tech visit.

Confidential, Germantown, MD

Branch Associate

Responsibilities:

• Assisted branch clients with transactions such as deposits, withdrawals, and transfers etc, using a proprietary CRM system.
• Assisted relationship bankers obtain more sales by assessing the branch client needs and matching them with Confidential services.
• Transitioned clients to more ways of banking by assisting them to set up the online banking.