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A versatile, dependable, and highly organized professional with years of experience and excellent communication skills, with extensive background engaging with a global audience. Thrives in high-pressure, multitasking environments and is confident in making decisions and managing escalation processes when necessary. Self-motivated and analytical, results-driven, and passionate about completing tasks efficiently and effectively. Possesses strong technical troubleshooting skills and has a keen interest in learning and exploring new technologies. Technical expertise includes hands-on experience with Unix commands, Shell Scripting, SQL database and querying, Autosys, Python, Java, AS400, Splunk, Remedy, ServiceNow (SNOW), Murex, Geneos, JIRA, VBA, and Excel Macros.

Results-driven professional with extensive expertise in Google Tag Manager, Google Analytics, and Google Ads. Adept at leveraging JavaScript, CSS, and HTML to enhance web performance and user experience. Proven track record in data analytics, problem solving, and troubleshooting to optimise customer support and technical support processes. Strong communication and relationship building skills, with a focus on improving customer experience. Proficient in using Google Sheets and Google Apps Script for efficient data management. Career goal: to continue driving impactful digital marketing strategies through innovative solutions.

Senior Technical Product Owner and Lead Business Analyst with 11+ years of experience delivering enterprise-scale digital and platform solutions across banking, wealth management, retirement, insurance, and airline domains. Proven track record of leading cross-functional teams through the full SDLC lifecycle, from discovery and roadmap definition to delivery and adoption. Strong expertise in Agile delivery, product ownership, and stakeholder management at VP level, with hands-on experience across Salesforce CRM, cloud platforms such as AWS and Azure, React applications, and data-driven ecosystems. Known for driving large-scale transformations, data migrations, and process improvements that enhance operational efficiency, customer experience, and compliance.


  Technical Support Analyst and IT specialist with 10 years and 6 months of experience in Information and Networking technologies, Seeking to contribute to a challenging work environment in an area demanding techno-commercial knowledge and Troubleshooting, in the field of Incident Management, Remote Support, Problem Management, Identity Access Management, Knowledge Management Technical Support, Desktop Support, Networking Support, Mobility Support, Cloud Computing, Cognitive Technologies including Multimedia Applications. Skilled problem-solver can communicate with users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network, and peripheral problems. My objective is to obtain a challenging position where I can utilize my knowledge of networking and it should provide career growth. motivated to maintain customer satisfaction and contribute to company success.


EXECUTIVE SUMMARY


  Committed to core values, Core Competencies, and Functional Competencies of the organization. Techno-savvy professional with cross-functional experience and comprehensive business / technical skill set for handling large-scale delivery assignments in various platforms and technologies.
  Talented at resolving highly technical issues efficiently to maintain uptime and increase productivity levels. excelling in all aspects of IT support, with an emphasis on network technologies, wireless, mobility, and cloud computing. experienced in desktop support and network configuration. Vast knowledge of client and server applications, as well as installation and configuration of desktops and servers. Customer-oriented and skilled at relating to and connecting with people from all backgrounds.
  Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues. (VPN, I-IAM-IDADMIN, and UCCE) queue resolver team handler), Consistently praised for communicating effectively with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users. Worked as VPN queue Resolver Team Member for VPN (VIRTUAL PRIVATE NETWORK) Technical Issues and Achieved a 0 ticket target and met the requirement as per the organization guidelines Worked as IAM – IDADMIN (IDENTITY ACCESS MANAGEMENT) for Lotus note Application, Worked on Lotus Notes ID File Login and Certification, Lotus Notes Domino Admin Tools and E-forms Issues as a Resolver Team, Worked on the Swivel Desk Queue For handling Telecom issues UCCE and also Achieved a 0 ticket target and met the requirement as per the organization guidelines, Escalated Matter with 3rd Party Teams like Dimension Data and got issued Resolved for Team players, Employees, and Agents.
  Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analysing, and rectifying problems. Partnered with Tier II and Tier III help desk peers based in different Countries detailed descriptions of issues in the trouble ticket system and followed up diligently to ensure swift resolutions.
  Support high-priority applications and effectively handle Priority or severity issues.
  Strong verbal and written communication skills with excellent telephone etiquette.
  Results-driven professional with proven ability in design, and production of the Demonstrated capability to understand and apply principles of visual organization, composition, information, hierarchy, symbolic representation, typography, aesthetics, and the construction of meaningful images.
  Poised to contribute innovative graphic artistry, evolving new styles and methodologies to produce the highest calibre designs, utilizing the most current technologies and collaborative brainstorming strategies.
  Incident Management of High Severity Incidents.
  Handle incoming calls and outgoing or call back for Help Desk issues
  Troubleshoot and resolve internet connectivity and general software and hardware issues. Able to apply knowledge of high availability system environments, if applicable
  Able to apply advanced knowledge to assist in the operation of one or more aspects of a technology area/customer group
  In-depth knowledge of administration or technical practices in relevant areas, plus the application of basic theory
  Able to demonstrate a broad knowledge of corporate policies, products/service portfolios, markets, and processes
  Able to demonstrate good oral, written, and telephone communication skills
  Ability to learn and develop quickly
  Excellent telephone, and oral communication skills, strong verbal and written English
  Strong interpersonal & relationship building
  Ability to work in a team environment, which may be local, global, virtual, or multifunctional
  Ability to multi-task and make sound judgments in a fast-paced, high-stress environment



INCIDENT MANAGEMENT



  Process Improvements – Identify and construct new process frameworks, as well as review, recommend, and document improvements to established processes
  Manage incident management bridge calls with support teams, on-call support application teams, and management
  Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents
  Manager Escalations – provide the first point of escalation within the P1M team
  Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast-paced incidents
  Conducting training and technical assistance for qualified vendors/service providers and division staff
  Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtaining proper approvals, and distributing the final client-facing document
  When necessary, this position acts as a backup to the Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensures the initial information entered IMS is accurate as reported, and provides consistency in information within the region
  Ensure that the incident management process is followed, that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded
  Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
  Provide professional second and third-technical support for Enterprise Network Management customers
  Provide a third and fourth level of troubleshooting for legacy customers and customers owned networks
  Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process
  Manage the operational support and oversee remediation activities with designated extended managed service providers
  Creates incident-related performance analysis and reporting for review by IT management
  Performs other work-related duties as assigned
  Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
  Helping to create business-aligned support for the Incident Management process


KNOWLEDGE MANAGEMENT


  Maintaining and helping to manage the weighting application and serving in a configuration management and quality assurance capacity
  Improving and tailoring existing applications to communicate priorities
  Operate effectively within a fast-paced environment, multi-tasking and meeting simultaneous deadlines during short periods
  Developing and maintaining comprehensive procedures and supporting documentation to manage applications
  Build and maintain strong working relationships with diverse business groups to facilitate the adoption of the over-arching global content strategy
  Involved in communicating internal procedural changes and training new team members
  Co-manage a knowledge base for creating and distributing content used by internal teams globally across functions
  Defining and gaining approval on ADS's Training vision and strategy
  Help monitor and evaluate the knowledge-sharing program, including external benchmarking and evaluation programs/opportunities
  Turning the Training vision/strategy into action and managing execution through operations training managers
  Maintaining Amazon's high bar for clear, concise, and trustworthy Training content
  Provide support for the establishment of communities of practice, including workshops, one-on-one guidance, and troubleshooting
  Aligning ADS's Training with Global initiatives and standards
  Recommend Knowledge Management infrastructure for the global Marketing Science team with inputs and solutions for all markets
  Drive both internal and external training/education strategies from actual in-person, video, self-learning, and external certification programs
  Collect feedback and questions from client/sales organizations and training and allow for this feedback to influence future research/studies and key investment areas for Marketing Science
  Manage external vendors such as design resources to produce final training materials
  Solid track record of inspiring action based on data-driven insights
  Track record of operating independently, demonstrating creativity, being detail-oriented, and delivering results in a highly organized manner


PROBLEM MANAGEMENT



  Analysing issues with existing discovery deployments, analyses, and resolving the same Performing NPLs (No Problems Later) for critical (Red) severity problems Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the Capital Markets (front office technology) IT estate Identify focal points and then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate Support Senior Management by providing, or contributing to periodic reports and presentations Adopt a culture of continual process improvement and best practice within the region, with regional peers in global forums, to ensure processes and tools are effective Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post-mortems done, Problems with no tasks, Problems ready for closure, etc and also related action items are tracked and completed
  Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Paloma Fletes

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WEB TECHNICAL SUPPORT Sr.

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