Systems Service Representive
Accountable for installation, maintenance, and upgrading IBM systems in a raised floor data center environment. • Developed and implemented equipment installation, upgrades, and removal processes.• Installed and maintained mainframe systems, open systems servers, large system DASD storage, backup tape libraries, and network infrastructure equipment.• Upgraded hardware/firmware, electrical power/system testing, data collection, onsite trouble shooting, and repair.• Maintained configuration control for technical documentation and equipment hardware.• Delivered technical support at customer site or remotely from support center.• Served as escalation point for diagnostics and repairs of customer systems; interacted with customers on a 1:1 basis; conducted needs assessment and provided solutions.• Managed inventory processes, maintained parts inventory, and generated monthly inventory reports.• Planned, organized, and advised on installation of computer hardware systems.• Led planning meetings for installation and other related projects. • Performed bench testing and component upgrades of hard drives and memory.• Replaced/upgraded equipment concurrently and served as primary support for large, mid-range and small systems.• Accountable for client satisfaction with all aspects of service engagement and plans. • Invoked resources linked to client issues or questions to ensure resolution in a timely manner.• Participated in developing account support plans and ensured communication aligned with clients and other IBM support teams.
