Acquired Skills as a Tier 1, 2 and 3 Representative:
-Anger/Stress Management
-Improves Decision Making
-Improves Communication Skills
-Time Management
-Owning Responsibility
-Knows how to use the KANA Email tool
Acquired Skills as a Service Desk Analyst:
-Knows how to use the CA Service Desk tool (Creating Incident, Request and Change Order ticket)
-One of the highest number of Tickets created (Incident/Request/Change Order)
-Knows how to use the Clarity Tool
-Knows how to use the RSA tool (for VPN)
-Familiar with the Alerts to be monitored and the department to where the alerts be escalated
-Knows how to use the Microsoft Outlook as one the important tools for the job
Acquired Skills as a Production System Support personnel (PSS/PWAS)
-Knows how to use APM (Introscope Tool)
-Knows how to use CA App Monitoring Tool
-Knows how to use Smartbear Monitoring Tool
-Knows how to use Autosys tool (CA Workload Automation)
-Knows how to Restart/Stop/Start a server as one of the primary duties/responsibilities
