• As a Technical Support Professional, I resolve issues impacting IBM client

business and play a key role in enhancing the client experience. Lead the

problem resolution process through analysis and troubleshooting of billing,

account, technical issues and problems, with a variety of complexity, through

deploying solutions or workarounds to ensure client satisfaction and minimize

business impact.

• My responsibilities will include direct communication with clients, analyzing

diagnostic information, troubleshooting, problem recreation and debugging

client IT environment issues to determine course of action and/or solutions.

Contributing to creating and reusing knowledge assets and content to promote

client self-sufficiency through digital solutions and improve the effectiveness of

the IBM teams. I coordinate and collaborate with Development, Services and

Field teams to ensure technical solutions are relevant, timely and effective. Also

collaborate with Development to drive product quality, functionality,

serviceability, and usability improvements through intelligence gathered from

case data and client feedback.

• Understanding the client’s business impact and technical needs and acting as

their trusted advisor for the successful utilization of IBM products & solutions.

As a leader, I drive improvements and solutions within IBM to ensure they have

the tools, knowledge, and expertise to provide exceptional client experience

with IBM products & services.