Allen Turner

• Engage in and improve the whole lifecycle of services from inception and design, through deployment, operation and refinement
• Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns
• Support services before they go live through activities such as system design consulting, capacity planning and launch reviews
• Support services once they are live by measuring and monitoring availability, latency, and overall system health
• Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity
• Practice sustainable incident response and blameless postmortems
• Participate in implementing and improving automation processes for deployment and infrastructure management
• Assist in developing tools and scripts for monitoring system performance, reliability, and security.

Orchestrated stakeholder management in a DevOps environment, collaborating with internal and external partners on policy regulations.

Oversaw team operational metrics, driving improvements in knowledge, productivity, consistency, TAT transfer, resolution, and escalation rates.
Provided support and conducted testing for DevOps applications and products, including web and mobile apps.
Conducted comprehensive app reviews, testing, and developed test cases.
Established and maintained strong relationships with internal customers, gathering requirements and building an effective framework.
Drove insights to enhance/update policies, CRM interface, widgets, IT/infra tools, and application optimization, enhancing overall effectiveness and efficiency.

Resolved technical cases created by developers and answered technical questions about Genpact's client platform.
Actively troubleshooted customers' queries and issues via chat and email.
Managed and resolved challenging issues for Genpact's partners and customers.
Provided service support for businesses and individuals with product and service agreements with Genpact clients.
Collaborated with Subject Matter Experts and escalation managers for added support.
Troubleshooted iOS and Android operating systems applications.
Ensured customer service level agreements were met or exceeded, improving AHT by 120 seconds and boosting CSAT to 4.5 from 3.8.

Reviewed client applications and 3rd party applications against guidelines, enforcing policies on non-compliant apps.
Managed policy compliance and processed various requests related to application workflow from developers.
Evaluated quality problems, conducting compliance checks to identify and resolve issues.
Followed quality standards and procedures to minimize errors, maximizing customer satisfaction.
Trained and provided support to new employees.

• Led fast paced shop and team, including opening, and closing procedures
• Delivered support via different channels including chat, voice, and email
• Completed general administrative work necessary to keep the business functioning at full tilt, including responding swiftly to and resolving customer inquiries
• Provided bespoke, hands-on service to each client and maintained up to date knowledge of personal preferences.