- Monitor and maintain BlackBerry Enterprise Services, troubleshooting issues while keeping stakeholders informed- Actively assist engineering teams with troubleshooting, configuration changes and implementations- Worked to provide complete service and support documentation for network processes, systems and configurations

- Monitor and maintain BlackBerry Enterprise Services, troubleshooting issues while keeping stakeholders informed- Actively assist engineering teams with troubleshooting, configuration changes and implementations- Worked to provide complete service and support documentation for network processes, systems and configurations

- Responsible for all executive escalations during shift- Ensured timely and accurate notifications to stakeholders and users- Worked with resolver teams to provide complete service and support documentation for team Knowledgebase- Reduced AHS costs by introducing and completing service remediation for support teams- Provided support and peer reviews for team members

- Primary contact for all major incidents during shift to ensure timely resolution- Followed ITIL Best Practices to drive incidents to resolution - Monitor production systems including Windows, Unix, Storage and Networking equipment- Document incidents to completion for later follow up and root cause analysis- Responsible for the engagement of correct business team to resolve issues- Coordination of multiple resolver teams via conference calls, email and other communication methods- Assist with training and ongoing mentoring of new team members- Provide peer reviews for user and stakeholder notifications- Assist with the creation of Knowledge Base articles for process tracking and skills transfer

- Focal point for System X, I and P service- Installing, removing and maintaining of equipment, in a large system environment.- Keeping records to account for inventories, current machine install base, as well for reference while doing service activities.- On-site support to work with the customer to resolve various issues, and installation planning.- Dealt with customers in an independent and fast-paced environment.- Responsible for the successful execution of IBM customer related projects, ranging from small upgrades, to large customer conversions from old to new equipment.- Responsible for a utilizing contracted resources to assist during projects.- Worked around un-foreseen problems during execution of projects with successful completion and minimal impact to customer operations.- Accurate and timely reporting of total hours spent on projects for billing purposes.