Open to opportunities

Glory David

@glorydavid1

Message

I resolve escalated IT issues, improve service delivery, and protect users from security threats.

India

Message

What I'm looking for

I'm looking for a technical support or IT operations role where I can resolve complex issues, improve service delivery, strengthen cybersecurity practices, mentor teammates, and grow my cloud and analytics skills.

At Unisys India, I resolve 50+ technical issues each week while maintaining a 98% satisfaction rate. I support users across EMEA, SEAA, and LA-NA regions in a high-demand IT service environment.

I troubleshoot SAP ERP, hardware, software, network, Active Directory, Citrix, VPN, and remote desktop issues. I also manage IT asset inventory, software licensing, user access, patch management, daily backups, and ServiceNow ticket workflows.

I improved first-contact-resolution workflows, reducing average ticket handling time by 15%, and analyze customer service trends to identify delivery improvements. I collaborate with IT infrastructure teams to document SOPs and knowledge-base articles.

I bring a proactive, empathetic approach to technical support and mentor Level 1 and Level 2 associates. I also prevented a phishing-based data breach by identifying and disabling an unauthorized intrusion attempt.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Analyst

Current

Unisys India

May 2023 - Present (3 years 4 months)

Resolved 50+ technical issues weekly with a 98% satisfaction rate, managed IT asset inventory, and supported user access via Active Directory. Delivered SAP ERP troubleshooting, prevented a social engineering attack, and mentored Level 1 and 2 associates.