Zillion Technologies, Inc.

• Define implementation steps and road-map for ServiceNow ITAM & ITOM architecture • Work with ServiceNow ITAM, ITOM, Discovery, Service mapping, and CMDB Development • Integrate ServiceNow ITOM with third-party tools • Ensure data integrity within the CMDB • Conduct CMDB dashboard analysis and maintenance • Collaborate with teams to optimize IT asset management processes

• Serve as the Tier 3 escalation resource for complex issues detected through monitoring platforms such as SolarWinds, ThousandEyes, etc. • Lead technical triage during major incidents using monitoring tool metrics, NetPath, Splunk logs, system telemetry, and performance analytics. • Tune monitoring alert thresholds, dashboards, service maps, and suppression logic. • Identify gaps in monitoring and collaborate with engineering teams to on-board new systems into the monitoring platforms. • Develop and maintain platform-specific runbooks, diagnostic guides, and topology documentation. • Coordination with Infrastructure, Cloud, Network, and App teams. • Coordination with Business Units for new application alerting implementation/discovery. • Provide guidance and mentorship to Tier 1 and Tier 2 analysts. • Support DR exercises and validate monitoring readiness using SolarWinds insights.

• Lead the secure deployment and configuration of the ShareFile Outlook Plug-In with a focus on preventing data leakage. • Design and implement DLP controls across email, endpoints, and network gateways. • Assess and mitigate data exposure risks associated with email attachments, cloud file sharing, and external recipients. • Configure and manage Check Point Smart-1 (R82) security gateways, including access policies, HTTPS inspection, and logging. • Administer Check Point Endpoint Security (E88.62) policies aligned with endpoint-based DLP objectives. • Support all enterprise Outlook platforms, including New Outlook, Classic Outlook, and Outlook Web App (OWA). • Develop security documentation, risk assessments, and validation test plans. • Collaborate with IT, Security, Compliance, and Messaging teams.

• Investigating debit card disputes (fraud and non-fraud related) • Maintaining the bank's compliance with Regulation E, VISA, NACHA, and AUB's T&C • Completing a thorough investigation and regulatory reports, if warranted • Augmenting current staff due to increased work load and attrition

• Responsible for architecting and deploying a secure, AI-powered chatbot on Google Cloud to automate client’s billing processes and enhance citizen engagement through intelligent, compliant, and scalable digital services. • Architect and design an end-to-end AI chatbot solution using Google Cloud (Vertex AI, Dialogflow, Gemini, BigQuery, Cloud Functions, etc.). • Develop an intelligent bot to: Automate billing inquiries and workflows. • Provide real-time, accurate responses to citizen queries. • Implement AI bot integrations across multiple interaction channels, including web interfaces, APIs, and Google Chat within Google Workspace. • Enable secure, authenticated, and role-based conversations via Google Chat for internal users and authorized stakeholders. • Design escalation workflows from AI bot to live support through Google Chat and Google Meet, as required. • Support self-service options for payments, invoices, and status tracking. • Ensure compliance with federal data security, privacy, and accessibility standards (FISMA, FedRAMP, HIPAA where applicable, Section 508). • Integrate the AI bot with our clients’s existing billing systems, databases, and APIs. • Define AI governance, data management, and model lifecycle processes. • Optimize performance, scalability, reliability, and cost efficiency. • Establish monitoring, logging, and continuous improvement frameworks for AI models. • Collaborate with client stakeholders, project managers, and development teams to gather requirements and translate them into technical architecture. • Provide documentation, training, and knowledge transfer to internal teams.

• Build and maintain vertical-specific target account lists for RCG and Manufacturing • Identify relevant buyer personas • Partner with BDEs to prioritize strategic accounts • Execute outbound campaigns via email, LinkedIn, and phone • Personalize messaging by industry challenges and analytics/AI use cases • Conduct light qualification for ICP fit, role, pain points, and timing • Schedule meetings for BDEs • Ensure clean handoff with clear notes • Maintain accurate CRM records • Track outreach activity and conversion metrics • Support reporting on meetings booked and pipeline contribution • Work closely with BDEs, Solution Directors, and marketing