![]() ![]() Interviewed study participants and documented results. Planned and executed usability study for an external website. Interfaced with day-to-day operations of the Project Management Organization and Development teams. Reviewed network layouts, resolve equipment redundancies, and improve network reliability and flexibility.Provided senior-level technical consultations and support to Field Engineering and System Integration & Testing Departments on all IT and networking issues.Establish disaster recovery plans (DRP) based on HP Data Protector Software, Tape Libraries, and SAN hardware. Guided the design and implementation of antivirus solutions and system/network monitoring.Establish key processes that ensure reliable and efficient technical services organization-wide. Developed and implement standard operating procedures.Led high-performing technical team of Field Engineers, Security Engineers, and Systems Integration Specialists.Implemented various large-scale networks based on Cisco switches and routers using OSPF and multicast routing, QoS, and Fortinet firewalls.Managed the design and implementation of 10+ data centers, applying technical expertise in Microsoft infrastructures and database/security application servers in high availability/fault tolerance configuration built using HP Blade servers, Cisco Unified Computing and Servers (UCS), and VMware.Recommend and implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security and data recovery. Achieved optimal operations and functioning by overseeing continuous improvement initiatives to existing infrastructure, applications, systems, and software.Manage strategic planning to optimize resources, improve throughputs, and enhance system performance parameters. Identify and resolve business needs to achieve organizational goals. Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.ĭirected IT projects and technical activities across multiple project sites in support of a multibillion-dollar homeland security program.Opened tickets and maintained documentation to track tickets through resolution.Managed the overall customer call queue to ensure timely response to incoming customer calls.Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.Diffused escalated customer situations while setting accurate expectations for issue resolution.Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool. Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Conducted root cause analysis and complex performance tuning.Worked with Agile team on interpretation epics, acceptance criteria, and requirements into user stories to be completed within a sprint, further develop sprints and test to identify bugs, issues, and defects at an early stage.Translated complex business requirements into functional technical requirements and performing solutions by using Pega technology to improve usability, performance, and data quality.Conducted full life-cycle software development in multiple software environments.Created reusable component architecture and reusable software code across the enterprise to provide a best-in-class customer experience.Supported projects from conception to delivery using the Pega platform while ensuring the implementation is consistent with design decisions, standards, and best practices.Collaborate with technology peers on design/development/support phases of projects and through the implementation and production support phases. Identify a specific legacy system set of business capabilities and create a prototype application to operate in a cloud environment. Designed, developed, tested, and maintained scalable and stable applications and custom-built technology solutions. ![]()
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