Brian Cooke Email & Phone Number

Texas, United States

Pleasanton, Ca Us

Pleasanton, Ca

Performed installation, update and maintenance of Autonomy ZANTAZ software products for customer accounts including:Setup/Update/Removal of customer accounts.Installation of and access provided for Autonomy ZANTAZ applications (Digital Safe, Digital Supervisor, Audit Center).Initial installation and set up of customer domains on the Autonomy ZANTAZ Digital Safe product.Installation/Removal/Updating of customer routing rules and group routes for e-mail capture by the Digital Safe.

Promoted.

Performed monitoring, troubleshooting, and resolution of production systems and network issues. Fielded and processed inbound service requests from ZANTAZ customers and internal staff. Ensured customer requests were handled in a friendly, efficient and timely manner. Competently escalated issues following Customer SLA’s and Escalation Matrix Procedures. Provided complete documentation for Escalated Issues; complete description, logs, actions taken, and relevant monitoring information.… Show more Performed monitoring, troubleshooting, and resolution of production systems and network issues. Fielded and processed inbound service requests from ZANTAZ customers and internal staff. Ensured customer requests were handled in a friendly, efficient and timely manner. Competently escalated issues following Customer SLA’s and Escalation Matrix Procedures. Provided complete documentation for Escalated Issues; complete description, logs, actions taken, and relevant monitoring information. Documented and updated workflow processes and maintained them online and in hardcopy. Show less

Responsible for managing the production team including shift scheduling, periodic performance reviews, mentoring, training, and maintaining productivity.Monitored and operated systems and software including running jobs, restoring backups, and printing reports. Assisted in establishing and documenting processes around services offered. Was accountable for the production level of the tape operator team. Provided first line technical support for the personnel on my shift, and acted as… Show more Responsible for managing the production team including shift scheduling, periodic performance reviews, mentoring, training, and maintaining productivity.Monitored and operated systems and software including running jobs, restoring backups, and printing reports. Assisted in establishing and documenting processes around services offered. Was accountable for the production level of the tape operator team. Provided first line technical support for the personnel on my shift, and acted as liaison between my shift and Systems Engineering. Show less

Responsible for monitoring customer data backup jobs, troubleshooting backup failures on the WAN (wide-area network), and dispatching field engineers when necessary. Performed manual backups and restores of customer data when necessary. Responsible for initiating and scheduling maintenance and repair of POD (point-of-deployment) equipment with outside vendors.