Global L2 Application Support Analyst March 2015 to CurrentCiti Global Transaction Services － Columbus, OH
Resolve second level support issues for internal applications via Unix or MSSQL and escalating to Development teams
Create and maintain active support blog for Citi L2 Application Support teams to utilize for training purposes and system failure management, saving an estimated 90 hours support time within the first month of implementation
Daily management tasks include emergency escalation, on-boarding new applications to support teams, documentation of procedures, and the installation of change requests and tasks
Developed review process for overdue tasks from
ServiceNow ticketing system that promotes problem resolution in a more timely
manner
Facilitate support for new applications through one-to-one
meetings with developers, documenting new processes and training support teams
Three major projects finished within Citi Production Support: Alert Reduction, Global Problem Task Closure and Application Training and Procedure documentation, all of which have a recorded time of 200 hours of support engagement
Actively engage in process improvement and alert monitoring through weekly problem task data analysis which has helped increase closure of tasks by up to 30%
IT Support Center - Student Support Tech December 2011 to January 2015Columbus State Community College － Columbus, OH
Provided technical and administrative support for the student body
Assistance with password and user name queries, class scheduling and financial aid queries
Maintained support ticketing system for Tech Support and engineering staff
Accomplishments
Praise Award for Stability in 2016 and 2017. Over and above support for major client-facing connectivity issues, closing out a significant MQ stability issue, and improving the engagement of CTI & ICG PS teams for MQ issues
Military Army Commendation Medal for selfless service and professional conduct during an annual training exercise
Education
Bachelor of Science : Business Management, 2014Union Institute & University － Cincinnati, OH, United States
