Christopher Elder Email & Phone Number

Orlando, Florida, United States

Performed daily administration and troubleshooting of petabyte scale storage arrays from all vendors, including NetApp, Dell/EMC and Hitachi. Additionally performed the role of Incident Manager, overseeing the assignment of all incoming incidents and ensuring all tickets are resolved to satisfaction per the designated Service Level Agreement.* Worked.

Orlando, Florida Area

• Worked as resident NetApp subject matter expert, providing top level technical support and acting as lead in cases involving third parties. Additionally, managed process documentation and worked with the software.
• Provided tier 3 technical support for Emcon IT clients
• Documented processes and developed document templates
• Developed a quarterly report summarizing the health and support activity of client storage arrays
• Designed the front end for customer portal

Lake Mary, Florida

• Provided technical support for NetApp storage systems on all platforms and all supplemental technologies, with extended support for vendor technologies from VMware, Cisco and Brocade.
• Time-sensitive response to Priority 1 data outages
• Log collection and root cause analysis of system faults
• Diagnose hardware faults and prescribe field replacements
• Network troubleshooting, OSI layers 1-4
• Troubleshooting CIFS/SMB, NFS, FC/FCoE, iSCSI protocols

• Senior technical support representative responsible for handling Tier 1 escalations to ensure appropriate resolution and customer satisfaction.
• Provided escalation support for all Macintosh products, OS X and Apple certified peripherals
• Resolved warranty claims and facilitated product replacement/repair
• Documented emerging issues and captured incident data for Apple's Site Support Engineering team
• Part-time role as Real Time Coordinator, monitoring staffing levels and making adjustments according to business need

Orlando, Florida

• Technology manager for dispatch office with 30+ workstations and shared devices, responsible for all aspects of data collection and management.
• Developed custom VBA applications for MS Office
• Developed automation solutions to extract and combine data from multiple sources
• Performed weekly reconciliation of client and contractor invoices
• Developed kiosk applications for workstations and large screen displays
• Provided IT administration and support for small office network

Orlando, Florida Area

• Responsible for tracking, receiving and distribution of electronic equipment and work materials for broadband installation contractor of Brighthouse Networks.
• Managed large contractor inventory for 80+ technicians
• Transported, stored and distributed electronic devices for cable and Internet services
• Performed technician vehicle inspections
• Provided OSHA-approved ladder safety training
• Completed regular inventory audits and reconciliations

Orlando, Florida Area

• Broadband technician for service contractor of Brighthouse Networks, responsible for daily completion of work orders as routed while providing timely updates to dispatch office.
• Commercial and residential cabling installation
• Cable television, Internet and VoIP services
• Service upgrades, trouble calls and disconnects
• Maintain organized work vehicle and part inventory
• In-field training of new technicians