Throughout my experiences as an advanced technical support analyst, systems analyst, application analyst, incident manager, NOC Analyst, Web Integration Analyst and Business Analyst, I have accumulated a plethora of skill sets that have sharpened my creativity and problem-solving abilities.
I bring a lot of experiences that cut across multi-disciplinary applications, I possess top-notch customer service experience.
Performed regular project updates, host weekly meetings, manage templates, documents, and contact lists.
Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.
Determines if an incident needs to be escalated according to priority and severity of the issue.
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
Identify Incidents for review and resolution.
Document troubleshooting steps and service restoration details.
Create and submit knowledge articles.
Participate in Incident review following major Incidents.
Identify potential problems and/or increasing trend of repetitive Incidents.
