Anthony W. Email & Phone Number

Columbus, OH, US

Dublin, Ohio, United States

• Perform 24x7 real-time monitoring and functional verification of OCLC systems, primarily focusing onLinux-based environments, using advanced monitoring tools and manual processes.
• Analyze and remediate technical issues, escalating complex incidents and documenting supportrequests to ensure prompt resolution in accordance with ITSM standards.
• Manage and update incident tickets, execute change requests, and support low-risk tasks throughOCLC’s problem and change management tools.
• Collaborate with cross-functional teams and external stakeholders, leveraging strong technical andcommunication skills to achieve business objectives.
• Engage in continuous improvement by staying abreast of technological advancements, participating inprofessional development, and providing actionable feedback to enhance service delivery.
• Demonstrate expertise in Linux system administration, incident management, and IT operations,supported by ITIL practices and relevant technical certifications.

• Administered and supported hardware and software systems, including back office and laptopcomputers, DSL/T1/Broadband services, phone systems, and Point of Sale systems for City BBQ’scorporate and remote locations.
• Provided comprehensive technical support via phone, email, and in-person, resolving issues related toLAN connectivity, Windows OS, MS Office, and City BBQ applications.
• Diagnosed and troubleshot PC and printer problems, delivering effective solutions for both hardwareand software issues.
• Documented, monitored, and prioritized incidents and requests, collaborating with internal and externalsupport teams to ensure timely resolution.
• Managed the installation, maintenance, and upgrades of systems and software, coordinating with 3rdparty technicians as needed.
• Developed and deployed in-house PC imaging systems and scripts to streamline client installations andsystem management.

Dublin, Ohio

• Collaborated with customers, team members, and internal Subject Matter Experts to investigate userissues, identify their causes, and develop and test solutions.
• Performed daily and weekly case updates, followed up on outstanding calls, and conducted serverhealth checks and proactive customer site visits.
• Administered servers, managed incoming customer communications via email, phone, and portal, andmaintained confidentiality of processed, stored, or accessed information.
• Collaborated with Product Owners and Scrum Masters to address issues, request software changes orenhancements, and created, edited, and reviewed Knowledge Base articles.
• Provided training to peers and managed.NET application administration.

Columbus, Ohio Area

• Monitored systems and exceptions, investigated suspicious activity, handled reconciliation, image processing, and monitored processingsystems, including fund transfers, funds control, and database applications.
• Ensured key schedules for system availability were met and maintained a daily log of all system disruptions, escalating issues to seniormanagement.
• Collaborated with clients, management, and outside agencies to address and resolve issues.
• Administered outages by engaging management, GTI, opening tickets, documenting root causes, and communicating with seniormanagement, clients, and other banks regarding payment processing issues or transactions.
• Documented and communicated all issues and resolutions.

Columbus, Ohio Area

• Conducted thorough investigative assessments to differentiate between fraudulent and valid activity, responding promptly to mitigatepotential fraud losses.
• Completed pre-assigned tasks and specific projects, including reviewing all high-risk transactions.
• Analyzed suspicious transactions with high accuracy using reports and applications.
• Actively addressed and referred cases of potential money laundering, including preparing SAR Reports.

Columbus, Ohio Area

• Provided foundational customer support by addressing and resolving a wide range of technical issues, serving as a key escalation point forcomplex or unresolved problems.
• Investigated and resolved high-priority issues, ensuring timely and effective solutions for customers.
• Managed escalated cases by coordinating with internal teams and stakeholders to address critical concerns and ensure customer satisfaction.
• Documented all issues and resolutions, maintaining detailed records to improve support processes and facilitate knowledge sharing.
• Acted as a liaison between customers, management, and technical teams, communicating complex information clearly and efficiently toresolve escalation points.

Columbus, Ohio Area

• Served as the final escalation point in technical support, ensuring comprehensive resolution of complex issues.
• Addressed and resolved technical problems with no support boundaries, providing effective solutions across all support levels.
• Troubleshot and resolved issues related to desktops and DSL internet connections, delivering timely and accurate support.