Brother Darius Griffin II

Developed documentation of business needs, functional specifications, and operational requirements for financial services technology initiatives. Gathered and validated stakeholder requirements and supported end-to-end implementation of incident management and process enhancement projects.

Provided 1st and 2nd level technical support for application, hardware, and networking issues, including proactive monitoring and incident troubleshooting. Conducted root cause analysis, executed software deployments, and supported ticket workflow administration and device provisioning.

Coordinated incident triage for high-impact service disruptions and led root cause analysis sessions to reduce recurrence of production incidents. Performed proactive monitoring and administered operational systems to restore service and maintain availability across cash equities and contact center environments.

Coordinated high-impact service disruption triage and facilitated root cause analysis to drive corrective actions and reduce repeat production incidents. Provided level 2 liaison support for cash equities and supported proactive monitoring, reporting, and workforce-related performance processes.

Built and maintained product roadmaps and team schedules, generating and prioritizing backlog items and developing SOPs. Also supported incident triage activities, root cause analysis, proactive monitoring, and system administration to improve operational continuity.

Coordinated high-impact service disruption triage and facilitated root cause analysis sessions to identify systemic issues and reduce production incident recurrence. Conducted proactive monitoring, incident documentation, and also designed and built interactive web applications and APIs using Python and AWS.

Led rollout and implementation of technology projects by creating supporting policies, procedures, and technical documentation. Produced SOPs and knowledge base content using KCS principles and supported onboarding and training to improve service delivery efficiency.

Provided first-tier support for internal employees, delivering desktop and POS support through phone, chat, email, and remote tools. Administered Cherwell and ServiceNow tasks, and installed, configured, and repaired hardware and software components.

Provided technical support for computer systems, software, and hardware inquiries by analyzing requirements and preparing design specifications. Monitored and troubleshot Windows Server 2012 performance and executed test plans for application validation.

Delivered trading support by triaging service disruptions and coordinating support teams to minimize business impact. Monitored contact center systems, managed availability and performance reporting, and supported incident management including RCA and automated processes.

Managed IT Help Desk operations, including oversight of a team and coordination across departments to meet service expectations. Established service level agreements and metrics, managed user access and permissions, and led rollout of IT technology projects with associated policies and documentation.

Oversaw daily operations of the Mobile Computing Center and led a team responsible for tracking mobile computing assets. Managed inventory, utilization reports, maintenance schedules, and warranty compliance to support operational readiness and stewardship.

Diagnosed and resolved hardware and software issues for customer laptops to restore optimal device performance. Installed and maintained operating systems and applications, and repaired components to reduce replacement costs.

Provided first-tier network control support and led training and assistance for a large internal user base, including team leadership on 2nd/3rd shifts. Coordinated troubleshooting with vendors for ATM network issues and supported monitoring and incident response for contact center operations.

Provided first-tier desktop support for internal employees through phone, email, and remote access tools. Installed, configured, and maintained computer hardware, software, networks, and peripherals to support reliable and secure operations.

Resolved computer hardware, software, and network issues through systematic troubleshooting and maintained uptime via installation and upgrades. Documented system configurations and upgrade procedures to support knowledge sharing and operational consistency.

Earned a Bachelor of Science in Computer Science / Information Systems at Johnson C. Smith University, completed in 2000.