TONYA PETTIGREW

• Selected to launch and serve as the CSM +1 for Movius. Trained the EUC team in Movius provisioning, troubleshooting, and created KBs to be used by the Service Desk and specialists. Currently serving on the Movius Operations team.
• Significantly lowered rate of MS Teams incidents post-migration due to knowledge sharing, troubleshooting measures, and the authoring of KBs.
• Provide second-line support for Microsoft Teams, Zoom collaboration platform, Movius, and related Unified Communications (UC) applications and systems for DB users in multiple regions across the world.
• Monitor, troubleshoot, and resolve issues within real-time communications platforms, supporting services, and dependencies; proactively address potential issues before they become service-affecting.

• Perform daily monitoring and stability checks for platform performance.

• Serve as This is Deutsche Bank Ambassador – engaging with our colleagues to understand and fully embody ‘This is Deutsche Bank' philosophy
• Participate with DB ERG’s including Women of Wall Street mentoring program and the Black Leadership Forum

• Client Services Representative averaging 35 to 40 calls a day remotely. Performed troubleshooting using problem-solving and analysis skills.
• Trained end users in the use of software while utilizing Salesforce to document conversations. Utilized Jabber, Ingenius, and the Availity portal. Discovered, diagnosed, repaired, and maintained all aspects of the end-user portal experience.
• Utilized a working knowledge of X12 transactions, including 837P, 837I, 835, 270/271, and 276/277.