Shirley GS

-Identified, Analyzed and resolved infrastructure vulnerabilities and application deployment issues.

-Hands on experience with Incident Management tools like ServiceNow.

-Managing the consumer Traffic through Putty and/ or Akamai Console.

Monitor systems and trends and prevent the occurrence of incidents, problems and errors and improve overall performance with the tools such as BigPanda, Splunk, Dynatrace OneAgent, APM,BSM.

-Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.

Monitored network hardware operations to evaluate proper configuration.

-Ensure continuous communication- & coordination with the client in the event of a high focus incident/ major incident along with ensuring

-seamless communication between customers and the technical resolver groups.

-Communicate the status of the software/application production outages and any error- resolution activities via periodic pages/emails/phone calls,etc. to the application community during an outage.

• Exceeded goals through effective task prioritization and great work ethic.
• Implemented improvements in manual and electronic billing procedures.
• Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
• Followed up with customers on unresolved issues.
• Escalated files with significant indemnity exposure to supervisor for further investigation.
• Conducted full claim investigations and reported updates and legal actions.
• Addressed average of [Number] customer inquiries and complaints each week.
• Utilized appropriate cost containment techniques to reduce overall claim costs.
• Reported policy changes and company conditions affecting customer satisfaction.
• Verified client information by analyzing existing evidence on file.
• Modified, updated and processed existing policies.