At Kyndryl, I provide enterprise technical support across systems and applications, troubleshooting software, hardware, connectivity, remote-login, and VPN issues. I document incidents and coordinate with specialist teams when issues need higher-level intervention.
At IBM, I delivered global enterprise technical support and handled high-severity incidents through bridge calls, severity assessment, service-level coordination, and technical and management escalation. I also supported Active Directory and Lotus Notes IAM, remote access, and enterprise applications.
I helped develop a Major Incident conference-call method and a Live Transfer Call process intended to improve communication and reduce resolution time. My experience also includes ITIL-aligned incident, problem, and knowledge management, along with freelance multimedia and 3D design.
