Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tania Rincon

Riverview,FL

Summary

Experienced Technical Support Analyst with 6+ years of experience supporting application systems and programs. Skilled in collaborating with global technology teams and serving as a Subject Matter Expert for Assurance and Auditor applications. A dedicated problem-solver with a strong ability to adapt to changing environments. Seeking a challenging role where I can contribute my expertise and add value to the organization.

Overview

6
6
years of professional experience

Work History

Level 3 Technical Support Manager

PRICEWATERHOUSECOOPERS
01.2019 - Current
  • Led an integrations team that implemented monitoring systems to catch and address issues before escalation while concurrently providing ongoing support to Level 3
  • Resolved 73 production issues on Azure DevOps, requiring remediation efforts from the development team, and resolved 237 ServiceNow tickets within a span of 6 months, thereby significantly reducing downtime
  • Created and maintained comprehensive knowledge base articles for common issues that could be leveraged by L1 and L2, resulting in a reduction in the overall time to close tickets and enabling L3 to focus on more complex issues
  • Bridged the gap between production support and development teams by collaborating to implement permanent solutions for production issues
  • Developed SQL scripts to proactively monitor system health, identifying and preventing potential issues before the end-user reports the issue
  • Streamlined and automated SQL scripts coming from L3 by consolidating multiple scripts into one to significantly increase efficiency in issue identification and improve time to resolution
  • Authored dynamic fix scripts for a resource-limited project, ensuring swift and accurate solutions, contributing to overall system integrity in production
  • Identified and reported trending issues to leadership, providing valuable insights for proactive decision-making and continuous improvement
  • Participated actively in cross-functional discussions, leveraging a strong network to suggest and implement long-term fixes for enhanced system stability and reliability
  • Built strong relationships with the Business team to identify pain points in their application and worked on solutions to alleviate the pain points, particularly with integrations
  • Upskilled L3 team members across the application suite through knowledge sharing sessions, pair programming and learning exercises to reduce risk and build a more cross functional team
  • Served as the Subject Matter Expert (SME) for PwC Applications (Aura, PwC Confirmations, STAR).

Level 2 Technical Support Analyst

PRICEWATERHOUSECOOPERS
04.2018 - 01.2019
  • Served as the Subject Matter Expert (SME) for PwC Application (Count)
  • Responded to, documented, and resolved service tickets in a timely manner according to SLA conduct
  • Diagnosed, evaluated, and resolved complex problem situations; escalated or routed issues to appropriate IT staff members when necessary
  • Provided second and global tier support for one or more proprietary assurance applications
  • Maintained and performed in-depth statistical trend analysis for known issues
  • Maintained a comprehensive understanding of the functional aspects of the application(s)
  • Provided leadership and mentorship within the support group
  • Held working knowledge of the applications(s) supported, including purpose, capabilities, limitations, and usage.

Education

Bachelor of Art in Information Technology -

RUTGERS STATE UNIVERSITY
New Brunswick, NJ
05.2017

Skills

  • SQL
  • Microsoft SQL Server Management Studio
  • Leadership
  • Reliability
  • Critical Thinking
  • Service Now
  • Azure DevOps
  • Splunk
  • DataDog
  • Problem Solving

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Level 3 Technical Support Manager

PRICEWATERHOUSECOOPERS
01.2019 - Current

Level 2 Technical Support Analyst

PRICEWATERHOUSECOOPERS
04.2018 - 01.2019

Bachelor of Art in Information Technology -

RUTGERS STATE UNIVERSITY

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Tania Rincon