Glenard Courtland

Application Support Analyst @ExcelGens, Inc.

Hexaware/E&Y (Team Lead) • Effectively analyze incidents and provide solutions, while balancing multiple incident reports. • Manage and resolve incident tickets escalated to the support team based on severity and complexity of issue. • Team lead to identify incidents to assign to teammates and which incident tickets to escalate to next level teams depending on severity and complexity of the problem. • Collaborate directly with internal users and external clients as needed, when analyzing issues and providing solutions. Often performing walk-throughs with internal users on solution provided and while gathering/eliciting information on issues. • Work as liaison between internal/external users and the Level 3 and Level 4 teams. • Provide knowledge transfer sessions for the on boarding of new teammates. Perform walk-throughs/shadowing of incident tickets for new teammates.