Resolve Enterprise client issues via our customer support ZenDesk ticketing system.Work with business clients to resolve product issues through email, live chat, zoom and phone.Provide live in-depth support over zoom calls.Respond to customer inquiries in a timely and professional manner.Follow up with clients to ensure their issues are resolved and they are happy with the level of support provided.Proactively provide customer feedback to account managers and… Show more Resolve Enterprise client issues via our customer support ZenDesk ticketing system.Work with business clients to resolve product issues through email, live chat, zoom and phone.Provide live in-depth support over zoom calls.Respond to customer inquiries in a timely and professional manner.Follow up with clients to ensure their issues are resolved and they are happy with the level of support provided.Proactively provide customer feedback to account managers and operations.Help clients expand their usage of the product.Educate clients with best practices, features and strategies.Maintain high levels of client satisfaction and renewals. Show less

Manage and maintain a storage environment that consist of NetApp's, Dell EMC's, and Cisco's.• Working on EMC/VMware products to provide support, build and migration related tasks for our public/private cloud platform supporting multiple clients.• Supporting over 140 storage arrays with more than 50 PB of provisioned capacity spread across 40 datacenters around the globe including EMC VNX 1 & 2 series, XtremIO, Pure & Netapp Storage arrays.• Supporting over 200 Cisco MDS/Nexus… Show more Manage and maintain a storage environment that consist of NetApp's, Dell EMC's, and Cisco's.• Working on EMC/VMware products to provide support, build and migration related tasks for our public/private cloud platform supporting multiple clients.• Supporting over 140 storage arrays with more than 50 PB of provisioned capacity spread across 40 datacenters around the globe including EMC VNX 1 & 2 series, XtremIO, Pure & Netapp Storage arrays.• Supporting over 200 Cisco MDS/Nexus switches with core-edge architecture across the environment.• Actively involved in performance troubleshooting and fine tuning the performance on the storage arrays and switches.• Responsible for switch zoning and adding new hosts on the storage arrays.• Responsible for performing Storage/switch code and firmware upgrades on a regular basis.• Responsible for reclaiming the zoning and storage after the migration.• Responsible for coordinating with infrastructure, network, monitoring and EMC support teams to ensure arrays are operating normally while in production.• Involved in mapping the LUN to Datastore/RDM names and performed Storage vMotion migrations (sVmotion) at the VMware level. Show less

•Monitors appropriate queues within the Service Now tool, respond to events, validate the event, and follow prescribed Level 1 Procedures.•Ensure that the event tasks are updated with appropriate information following every action.•Responsible for receiving, validating and logging client requests, following prescribed Level Procedures, and then assigning the task to the appropriate resolver group for action.•Analyse and interpret the requests to ensure that the classification… Show more •Monitors appropriate queues within the Service Now tool, respond to events, validate the event, and follow prescribed Level 1 Procedures.•Ensure that the event tasks are updated with appropriate information following every action.•Responsible for receiving, validating and logging client requests, following prescribed Level Procedures, and then assigning the task to the appropriate resolver group for action.•Analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct.•Identify and escalate requests and exceptions where necessary. • Troubleshoot and resolve computer related issues when contacted by clients by providing remote support for both Windows and Linux OS. (i.e Clearing disk space, verifying disk space usage, CPU usage, and swap memory usage via the command line for Windows and Linux)• Maintaining software applications, operating systems and regular maintenance for Windows and Linux OS. Show less

•Provide accurate solutions to advanced computing problems.•Install, configure and maintain computers using Windows 7, Mac OSX, and Apple iOS Devices (e.g. iPad and iPhone).•PC, laptop and printer hardware maintenance, troubleshooting and repair•Responds to questions of users concerning internal technology including, but not limited to: Desktops, Laptops, Printers, Telephones, Mobile Devices and connectivity within the PC network•Effective software troubleshooting for Windows /… Show more •Provide accurate solutions to advanced computing problems.•Install, configure and maintain computers using Windows 7, Mac OSX, and Apple iOS Devices (e.g. iPad and iPhone).•PC, laptop and printer hardware maintenance, troubleshooting and repair•Responds to questions of users concerning internal technology including, but not limited to: Desktops, Laptops, Printers, Telephones, Mobile Devices and connectivity within the PC network•Effective software troubleshooting for Windows / MS Office and other TWC applications•Ensures placement of all new PC s and other technology, and assists staff members in any type of facility relocation and network changes, including PC and telephone relocations•Coordinate with other departments for deployments, upgrading, and maintenance of technology, as well as any other projects as defined or required.•Handles basic level escalations and recognizes when to escalate higher level problems to appropriate individuals•Enters and tracks support calls and walk ups, as well as manages existing tickets in the help desk ticketing system, while adhering to established SLA s. Show less

• Managed a network of approximately 1000 users• Responsible for upkeep and maintenance for 4 Domain Controllers running on Microsoft 2K3 Server OS and 2 Microsoft Exchange Servers running on Exchange 2K3 OS.• Responsible for upkeep and maintenance of 2 routers and 8 switches.• Provided technical support for internet and e-mail for all user accounts using a trouble ticketing system.• Responsible for Data backups using Veritas and data recovery.• Created over 200 user… Show more • Managed a network of approximately 1000 users• Responsible for upkeep and maintenance for 4 Domain Controllers running on Microsoft 2K3 Server OS and 2 Microsoft Exchange Servers running on Exchange 2K3 OS.• Responsible for upkeep and maintenance of 2 routers and 8 switches.• Provided technical support for internet and e-mail for all user accounts using a trouble ticketing system.• Responsible for Data backups using Veritas and data recovery.• Created over 200 user accounts using Active Directory.• Responsible for hands-on hardware repair, reimaging/reloading Microsoft XP OS for over 250 workstations. Show less