Associate, Enterprise Asset Management - IBM / Kyndryl
(2020-09 - 2023-05)
- Ensured timely issue resolution and platform stability by tackling high-priority tickets and escalation cases. Recognized for a proactive approach in anomaly detection and data-driven decision making.
- Provided end-to-end production support for IT Asset Management (SAM & HAM) team, ensuring timely issue resolution and asset life cycle management.
- Collaborated with engineering and operations teams to support both on-premises and IBM Cloud infrastructure.
- Drove continuous improvement in order processing, from client/vendor requests to deployment, through critical thinking and agile methodologies.
- Supported transitions and migration projects (IBM to Kyndryl), involving direct vendor and client engagement across continents.
- Delivered exceptional customer service, exceeding SLAs for publishers and on-demand clients.
- Supported product and engineering teams in identifying, reporting, and resolving product-related issues.
- Assisted in meeting infrastructure needs for production support (on-premises data and IBM cloud).
- Maintained documentation, managed internal and external communication, and presented reports in weekly meetings.
- Implemented best practices, embraced self-learning, and resolved process challenges by collaborating with stakeholders.
- Adopted new technologies across multiple accounts and contributed to product life cycle improvements. Engaged in high-end projects directly with vendors, clients, and stakeholders across continents.
- Performed data analysis using complex datasets, tracked trends, identified root causes, and responded to escalation issues and High priority tickets.
AWS Cloud Intern (Internship) - F13 TECHNOLOGIES
(2023-05 - 2023-08)
- Gained practical exposure in AWS cloud management, automating basic cloud operations and supporting internal teams.
- Assisted with cloud resource provisioning, documentation, and troubleshooting cloud-related issues.
