Albert Pacheco Email & Phone Number

Us

Costa Mesa, California, Us

Costa Mesa, California, Us

• Primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible.• Facilitate restoration of high impact business services.• Manage incident/problem communications across a diverse audience, up to including executives.• Facilitate resolution of problems, via the problem management process across the organization and with external partners. • Provide mentoring and technical guidance to Level 1 and Level 2 Help desk Agents.

Los Angeles, Ca, Us

Los Angeles, Ca, Us

•Headed Problem investigations regarding Outlook\Lync and Symantec issues.•Oversaw vendors and managed service escalated issues. •Managed Lotus Notes administration; created user accounts, and deleted user accounts as part of our departure process. Also included name change request.•Diagnosed web applications issues.•Excellent knowledge of working with vendors and manage service.•Performed BSA roles, tested and analyzed changes or worked issues with vendors like Microsoft, IBM, and Symantec. Coordinated team meeting to suggest actions moving forward.

Los Angeles, Ca, Us

•Maintained client/server platforms, operating systems.• Installed and configured new hardware and software as required for new applications or upgrades by following established procedures.• Monitored the ongoing health of supported systems using existing tools (e.g., reports, monitoring systems, alert emails) to ensure established service levels are maintained.• Engaged in troubleshooting activities to resolve or escalate issues.• Ensured that standard operating procedures and standards are adhered to.• Maintained comprehensive supporting documentation library of hardware, operating system and supporting software.• Troubleshot client/server operating system, hardware and infrastructure software component incidents and problems.• Monitored ticket queues and responds to operations requirements for hardware and systems software issues as part of incident and problem management. Resolves identified issues or escalates to level 3 teams or platform owners as appropriate.• Evaluated the need for new patches to resolve incidents problems. If necessary, schedules and executes patch deployment on a routine basis or as part of problem resolution.• Monitored and fine-tuned the system to achieve optimum capacity and performance levels and to ensure compliance.

Los Angeles, Ca, Us

•Triaged remedy queue, resolve Sametime, Lotus Notes issues escalated by level 1 and level2.•Drive problem analysis to determine root causes, known errors, workarounds, and trends.•Lead on Sametime advanced issues during the migration. Traveled to different sites for example flew to New York to provide support and to train local support teams.•Technical lead; worked with Windows 7 team to prepare for an upgrade from Windows XP to Windows 7. Coordinated with other operational teams and created test scripts.•Domino Patching, Took active role with asset refreshes, server builds and decommissions. •Domino administration; created user accounts, and deleted user accounts as part of our departure process.•Took active role in moving users databases to news servers to provide capacity relief. Work included communicating with users and support teams. •Followed established change control standards. Escalated issues to engineering when problem required design changes.

Los Angeles, Ca, Us

•Resolved client incidents and concerns with all supported technologies’ hardware and software.•Installed, configured, troubleshot, maintained, and support technology and office systems.•Documented, within the incident management system, any actions taken and solutions provided to ensure consistency of experience and troubleshooting techniques.•Performed training sessions for the helpdesk on how to create the meeting databases and sat with each agent to train them.•Provided Laptop, Desktop, Blackberry, printer application support, Office, Adobe.

Education record

Education record

Education record