LASYA BACHALA
Mississauga,ON
Summary
As an IT Support Analyst, a Highly motivated professional with 6+ years of experience, committed to delivering quality outcomes and exceeding business expectations, passion for IT is underpinned by a strong knowledge of Microsoft-based office environments and a proven track record in providing 1st and 2nd line support, including troubleshooting software and hardware issues. Dedication to open communication, reliability, and adaptability ensures a customer-centric approach to problem-solving and a focus on achieving desired results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Bank Of America
07.2021 - 07.2023
- Implemented various ITSM disciplines, including incident management, change management, problem management and release management
- Orchestrated seamless patching for reliability of on-premise systems achieving 99.9% uptime
- Monitored execution of scheduled batch cycles to scheduling requirements in AutoSys.
- Provided 24/7 real-time application support and monitoring, troubleshooting for software issues
- Resolved Help Desk tickets within SLA, collaborating with development and infrastructure teams to analyze root causes
- Led problem management efforts through documentation of resolution
- Meticulously handled contingency planning (BCP/DR)
- Collaborated with cross-functional teams to implement Agile methodologies, improving team efficiency and project delivery.
Senior Tech Associate
Bank Of America
04.2017 - 06.2021
- Possesses comprehensive knowledge of Identity and Access Management (IAM) and its related technologies, including Single Sign-On, Multi-factor Authentication(MFA), separation of Duties(SoD), Privileged Access Management(PAM), and Role-based access control(RBAC).
- Handled provisioning, de-provisioning within target SLA/KPIs with proven knowledge of customer IAM technology.
- Addressed escalations through troubleshooting for user access issues such as password resets.
- Aided in the onboarding of new applications, ensuring seamless integration into existing functions and technology platforms such as Microsoft Office.
- Led day-to-day support activities through collaboration, driving continuous improvement for the team by monitoring queues.
- Displayed understanding of security administration and access control with Active Directory platform, a common tool for managing domains.
Education
Bachelor's - Electronics And Communication Engineering
JNTU
Ananthapur05.2015
Skills
- ITIL Framework
- Identity and Access Management
- Unix/Linux
- SQL Server
- Agile Methodologies
- Disaster Recovery
- Microsoft Office 365
- Technical Support
- Job Scheduling- AutoSys, Control M
- Log Analysis - SuperPutty, Oracle SQL Developer
- ITSM Tools-BMC IT Remedy, ServiceNow, JIRA, ITRS
Certification
- ITIL Foundations Certificate
- Microsoft Azure Foundations (AZ-900)
- Google Project Management
- Oracle Cloud Infrastructure Foundations 2021 Associate
- Splunk 7x Fundamentals
Timeline
Technical Support Analyst
Bank Of America
07.2021 - 07.2023
Senior Tech Associate
Bank Of America
04.2017 - 06.2021
Bachelor's - Electronics And Communication Engineering
JNTU
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