Windows Server Administrator

Experienced Technical Support Specialist in IBM for Citibank Account from 2014 to 2019, from level 1 to Level 2 Support with the following responsibilities: As Level 1 Support: •Handling Incident Tickets from Servicenow and provide updates to the end users via Email and Chat Collaboration with the Level 2 and other resolver team for proper handling and resolution of the customer’s issues. •Providing real time Chat support thru Servicenow Chat feature •Creation of tickets in Servicenow for documentation and transfer to the correct resolver team if necessary. As Level 2 Support: •Monitoring of Citi Escalation Mailbox, acknowledge and provide updates to user’s escalations thru email and collaboration via Chat (Skype). •Doing call backs and Level 2 troubleshooting for unresolved issues from Level 1 •Providing Initial Findings and Root Cause Analysis if ask by the clients. •Providing Escalation reports, Daily Trend, Escalation Deck and Monthly reports

• Manage the BPI Bank Servers (hyper V, Virtual Machines, Physical Servers), OS Maintenance, OS Upgrade and Re-build, OS Patch Deployment, manually and thru WSUS and other compliance activities. • Collaboration with the team and other Application supports to resolve issues • Manage email and chat communication on multiple platforms and channels • Main focal in tracking and reporting, server inventories and compliance. • Creation of main trackers for server inventories and OS Pat deployment • Handling Incidents and creating Change Request for server maintenance and other related activities.

Worked as a Quality and Training Specialist in IBM for Citi Bank Account from 2019 to 2021 and did the following responsibilities: Evaluating Tier 1 & Tier 2 Agents (Phones - by Recording, Live Barge or Side-by-Side, Chat – Servicenow Ticket and Chat Transcript, Web – Ticketing Process, RFM – Request Fulfillment Process) •QA Focal for North America Region - Hosting monthly Client Calibrations and weekly touch-base meeting with the clients. •Monitoring CSAT & DSAT and QA Pass Rate, doing QA Roadshows and Refresher Trainings •Creating and sending reports and Analysis •Acting as a trainer for New Hires, doing QA and Escalation Talks, certifications of New Hires and contributing ideas for process improvements and creating Knowledge Base Articles