Ginette N Marte

• Upon receipt, incidents reported via L1 ServiceDesk are prioritized based on business impact, while promoting critical escalations to Major Incidents and initiating conference bridges to gather all teams required for investigation (via ServiceNow and Microsoft Teams).
• Maintain calm and streamlined working environment during major incident bridges, keeping all stakeholders involved with consistent communication to all teams and business users.
• Collaborate and organize ITIL v4 problem management practices upon post-incident assessments; Assess appropriate team assignment for root cause analysis documentation.
• Continually identify areas for improvement within the problem and change management practices, narrowing focus for decision-makers in making necessary changes.
• Proactively organize team meetings to provide root cause analysis ownership and troubleshooting updates.
• Develop and implement improved change management processes minimizing employee resistance and accelerating process transition.

Responsible for management of tasks for day to day operations including (but not limited to):

Performance and Problem Management -

• Manage high-level Problem Management Resolution reporting; Providing executive level details tracking the life cycle of root cause analysis through to resolution and preventative actions using such tools as Atlassian products (JIRA/ Confluence/ OpsGenie) and ServiceNow
• Lead meetings with internal team members, consultants and contractors setting project agendas, milestones and deliverables for new and updated processes.
• Create project plans with established timelines, assigned to appropriate teams and managed workflow throughout implementation through Google docs, MS Project, Confluence.
• Assess monthly reports to review client activity and identify opportunities for customer based solutions for high-level, executive reporting using the Tableau Desktop platform.
• Provide real-time project updates to various stakeholders, informing on planning, adjustments and progress.
• Create documentation and reports for Monthly and Quarterly IT Metrics meetings for high-level progress updates and reviews.
• Evaluate performance benchmarks and established review metrics for future tracking.

Data Quality Analysis -

• Supplied timely workaround efforts for customer-facing account issues using SQL query and Toad (Oracle) database applications.
• Design and Implementation of automated data cleanup tool for faster execution/turnaround for bulk input file processing.
• Provided high-level status reports (weekly and monthly) to support tracking, response time, and resolution stats for all incoming and existing escalations.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Assisted in technical support process refinement to improve customer service and support (IE - data cleanup efforts, mass customer account remediation, etc.).
• Created user documentation and manuals for use in training classes and onboarding sessions.
• Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
• Documented repair processes and helped streamline procedures for future technical support actions.

Responsibilities include but not limited to:

• Tier 3 Customer Service Application support
• Administered internal and external user login id assignment for various system(s) access.
• Assist IT departmental groups such as QA (Quality Assurance) by providing feedback regarding testing of new and existing subscriber packages.
• Tier 1 Support for all SMS associated trouble tickets (including Application analysis and behavior, agent level and internal access issues).
• Created/modified/implemented pricing and various SMS changes via Portal application), UNIX, CVS repository, and UWI (User Web Interface).
• Prepared technical documentation for outside vendor consultants.
• Administration of error reporting of SMS system: Identify system defects, customer error, CSR error.
• Defined application problems by consulting with end-user and management to evaluate procedures and processes.
• Assisted with post-implementation troubleshooting of new applications and application upgrades.
• Trained end-users (call center and internal employees) in best practices to minimize errors and protect key data.

• Completed coursework in Project Management Fundamentals