Production Support Analyst at Cigna Healthcare (2024-08 – 2025-03)
- Enhanced product quality by implementing rigorous testing procedures and identifying areas for improvement.
- Implemented regular backup procedures as well as disaster recovery plans ensuring minimal loss during unexpected events.
- Facilitated seamless communication between technical teams, stakeholders, and end-users, ensuring timely resolution of incidents.
- Reduced downtime with proactive monitoring, troubleshooting, and maintenance of production systems.
- Participated in periodic audits carried out by internal or external parties achieving consistently satisfactory results.
- Researched and recommended scheduling enhancements to improve system performance.
- Contributed to successful project delivery by coordinating resources, managing deadlines, and aligning expectations among stakeholders.
Senior Service Desk Analyst at Nasstar (2021-04 – 2024-07)
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Enhanced service desk efficiency by streamlining processes and implementing automation tools.
- Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
- Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
- Played a key role in major IT projects, providing input on system design from a support perspective and assisting with testing efforts as needed.
- Implemented proactive monitoring solutions to identify potential issues before they impacted end-users, reducing the number of tickets submitted.
Windows Server Administrator at Dentsu Aegis Network (2019-01 – 2022-01)
- Collaborated effectively with cross-functional teams for seamless integration of new applications into existing infrastructure.
- Proactively monitored system logs for potential problems, allowing for early identification and resolution before impacting productivity.
- Developed comprehensive documentation on server administration procedures, contributing to efficient knowledge transfer within the IT team.
- Conducted training sessions for junior administrators on Windows Server management techniques, fostering professional growth within the team.
- Evaluated third-party tools and software to determine their suitability for enhancing the efficiency of Windows Server administration tasks.
Project Associate at General Electric (2016-12 – 2018-11)
- Assisted with proposal development by conducting research, developing timelines, and crafting compelling narratives that showcased the team's capabilities and expertise.
- Maintained detailed documentation of all project phases, ensuring accurate record-keeping and easy retrieval of information when needed.
- Supervised junior team members by offering mentorship, constructive feedback, and opportunities for growth within their roles as Project Associates.
- Developed comprehensive project plans that outlined key objectives, milestones, and resource allocation for timely completion.
Senior Technical Support Engineer at AIG Shared Services (2014-07 – 2016-06)
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
Junior System Engineer at IBM (2012-05 – 2014-04)
- Enhanced system performance by conducting regular maintenance and updates on hardware and software components.
- Supported the deployment of cloud-based solutions, facilitating a more agile and scalable IT infrastructure for the organization.
- Delivered effective training sessions on new tools or protocols to team members, maintaining a high level of proficiency across all staff members involved in systems engineering tasks.
- Conducted thorough system analyses to identify areas for improvement, resulting in increased efficiency and reduced costs.
