<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors
ul liWorking as part of the Corporate IT Team for a US based clients of Incedo Inc./li liFirst and Second Level Support in Windows and VMware environments./li liHands on experience of managing Incidents and Requests using ITSM tool./li liProviding desktop support to employees by implementing ITIL concepts in person and using remote tools./li liCoordinating with Users and Coworkers remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket./li liWorking on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner./li liAdhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests./li liRespond to outages both during normal business hours and after hours on a need basis (on-call support)./li liVulnerability and Patch management along with VM Backup./li liInfrastructure Monitoring and Resolution of Alerts generated by IT Devices./li/ul at Incedo Inc.ul liWorking as part of the Corporate IT Team for a US based clients of Incedo Inc./li liFirst and Second Level Support in Windows and VMware environments./li liHands on experience of managing Incidents and Requests using ITSM tool./li liProviding desktop support to employees by implementing ITIL concepts in person and using remote tools./li liCoordinating with Users and Coworkers remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket./li liWorking on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner./li liAdhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests./li liRespond to outages both during normal business hours and after hours on a need basis (on-call support)./li liVulnerability and Patch management along with VM Backup./li liInfrastructure Monitoring and Resolution of Alerts generated by IT Devices./li/ul at Incedo Inc.
Executive Assistant to two Partners -Global Head of Insurance Asset Management and Global Head of Interest Rate Strategy and the respective teams at Goldman SachsExecutive Assistant to two Partners -Global Head of Insurance Asset Management and Global Head of Interest Rate Strategy and the respective teams at Goldman Sachs
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<li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li>
</ul> at Equinix Data Center<ul>
<li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li>
</ul> at Equinix Data Center