Seeking a position to utilize my skills and abilities in the Information Technology Industry that offers professional growth while being resourceful, innovative and flexible.
Overview
6
6
years of professional experience
Work History
Senior IT Analyst
Goldman Sachs
- 11.2024
IT Analyst
C3I Support Services
03.2016 - 05.2022
Provided technical support to the Merck users through call, chat and email.
Handled used queries through the remedy portal and service now ticketing process.
Experience on Active Directory, Teams, X-matters, Webex etc.
Provided technical support on M365 applications.
Provided support on windows desktops and VDI's.
Responsible in maintaining quality and provide support to the users in the required SLA thereby declared as Employee of the month for consecutive months.
Participated in the ticketing contest and maintained the first position for consecutive months.
Worked on service requests raised for various applications, and provided access to Field Engineers for Data Center.
Received calls from clients for service disruptions and outages.
Created profiles and provide access in BMC Remedy.
Created profiles for Cisco (Jabber Voice).
Created access for Team site (Engage zone).
Trouble shoot Network printers and configure them.
Web Ex account creation and VOIP pin resets.
Account unlocks and password resets for UNIX and Linux.
Trained new analysts in the team.
Published report on Interactions and Compliance.
QC audits for the requests and provide RCA.
Conducted KT Sessions for various products.
Was part of Command Center Operations-Worked on Major Incident Management including problem Management.
Initiated bridge's and engaged support teams to resolve the issue within the SLA parameters using X-matters and Microsoft Teams platforms.
Was first line of contact /support for client escalations.
Senior Cybersecurity Operation Analyst CTR at US USA RCC, P | Po’okela Solutions, LLCSenior Cybersecurity Operation Analyst CTR at US USA RCC, P | Po’okela Solutions, LLC