ROSE MARIA THOMAS

Achieved key performance indicators by effectively resolving escalated, complex cases, ensuring customer satisfaction, and enhancing retention.

Advised customers on resolutions, utilizing empathy and active listening, while probing to understand underlying concerns.

Maintained detailed records in the call tracking database, contributing to efficiency and knowledge sharing across the team.

Provided additional services to improve customer experiences and support business performance.

CyberArk Defender PAM certified; managed CyberArk's privileged access systems, optimized system performance, and conducted system integrations with Active Directory and SIEM.

Developed and implemented policies for safe delegation, managing platforms and access, and ensuring compliance with security standards.

Provided solutions to escalated service requests, achieving a high level of accuracy and customer satisfaction.

Conducted trend analysis on system logs, proactively identifying and addressing potential issues, reducing incident frequency by 20%.

Supported system troubleshooting, change management, and ensured production systems’ security compliance.

Collaborated with Security Engineers in incident alerting and automated response, enhancing response times and reducing escalation rates.

Created and enforced policies on access control, monitored configurations, and identified potential security breaches through log analysis.

Enhanced team efficiency by developing and maintaining thorough documentation, including system access protocols and incident logs.

First point of contact for technical assistance; resolved issues over email, chat, and phone, consistently meeting SLAs with ITIL best practices.

Documented troubleshooting steps in the knowledge base, enabling a streamlined resolution process and contributing to team knowledge sharing.

Ensured timely and accurate ticket management, leading to an increase in customer satisfaction scores by 15%.

Assisted with access management via Active Directory, maintaining user accounts and privileges securely and efficiently.