Karen Mozo

• Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
• Partnered with infrastructure teams on evaluation and feasibility assessments of new systems and technologies.
• Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.
• Reviewed existing systems and made recommendations for improvements.
• Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Supported clients with business analysis, documentation, and data modeling.
• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

• Develop and perform risk and mitigation plans associated with the migration.

•opt for a migration factory approach that leverages remote delivery for scheduling and monitoring of jobs. This reduces cost of labor, time and onsite professional services for cloud journey, drastically.

• Create and review documentation for the pre-migration and post migration by conducting pilot migrations and proof-of-concepts.

• Design a framework to ensure the cloud migration meets all the requirements.

• Perform cloud provisioning which is relative on how a customer procures cloud services and resources from a cloud provider, also includes the provisioning as infrastructure as a service, software as a service and platform as a service, in public or private cloud environments.

• Conduct a post migration check and design a framework to ensure that the cloud migration meets all the requirements and assures compatibilities for cloud journey.

• Perform and participate on deep-dive server troubleshooting especially during migration.

• Performing and communicating handover to Cloud BAU (Business as Usual) operations team and provide support if necessary.

• Deliver migration strategy based on detailed analysis and implement application and data migration activities. Implement scalable, high performance hosting solutions that meet the need of today’s corporate and digital applications using both private and public cloud technologies.

• Understand and translate buyer requirements into a standard solution offering detail approach leveraging standard process method, deliverables and the right collection of Operating Group Platform offerings.

• Preparing the Business Development spend estimates, schedule, work plan, resource and source plan.

• Understand and clearly define the input required to create cost estimates; Preparing the cost model estimates working with Service Delivery, Solution Management (if applicable) and Corporate Transition to deliver the defined scope of services.

• Collaborating as a key member of the sales team to represent the solution offering to the client buyer and other internal Accenture groups.

• Aligning solution architecture including statement of work, schedules and other contractual documents with final terms and conditions.

• Support aspects of proposal development for strategic sales opportunities.

• Meet all requests for proposal Request for Proposal requirements.

• Ensure the consistency of messaging and content across all volume/sections.

• Integrate content from proposal resources; work with details to illustrate compelling story and a winning proposal narrative including management plans, staffing plans, past performance/ experience, transition plans, quality initiatives and other areas independently and through SME/solution architect interactions.

• Maintain compliance with requirement, internal Accenture controls, external regulations like procurement process and sales methodology.

• Rate Card Subject Matter Expert.

• Investigated system issues and implemented resolutions to reduce downtime.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Validated results and performed quality assurance to assess accuracy of data.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• night shift Team Lead

• Coordinated with other engineers to evaluate and improve software and hardware interfaces.
• Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
• Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
• Identified and documented project changes with proactive budget oversight.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Configured hardware, devices, and software to set up work stations for employees.

•handled customer’s phone line enquiries and inquiries like billing, fault line, special products and features also includes the internet access/connectivity concerns.

• troubleshoot customers' technical queries and concerns by providing real time support accurately for Internet.

• handled customers' queries and concerns of local exchange carrier.

• Certified Customer Service Representative September 16,2005.