Responsibilities: - Responsible for the availability and stability of the cloud infrastructure (IaaS) on top of which the ITSM applications used by projects and clients are installed; - Responsible for the successful execution of server and database backups, and for restore activities - In the context the ITSM applications, resolve incidents and fulfill service request as 2nd line support, mainly revolving around user management and permissions, and configuration changes in the ITSM applications; - In the context of the underlying infrastructure on top of which the applications are installed, resolve incidents and fulfill service requests as L2 - L3. - Act as Change Manager and Implementer for infrastructure related changes (Windows updates, deployment of new servers, etc..) - Document the infrastructure, own, and maintain the documentation - Manage ongoing cases with vendors and raise new cases when necessary - Deploy, configure, and maintain network, server, database, and application monitoring and alerts using specialized software - Create and maintain training material and KB articlesThe team I am part of supports the department's projects and helps with most IT related issues, from the physical (ex. configuring a new TV wall) to the application layer (ex. changes to the forms in the ITSM application). My main responsibility as part of the team is the cloud infrastructure, with the servers and databases hosted there, along with various other small tasks.

Product support for Veeam Backup & Replication. The responsibilities are fairly simple: - lock cases submitted by customers and assist with questions or issues - be available for answering the phone for new cases throughout the day - provide explanations alongside resolutions to help customers understand why things happen the way they do.As Veeam Backup&Replication is a backup solution that can be configured to work with two of the most widely used hypervisors in the industry, ESXi (vSphere) and Hyper-V, cases are varied and answers depend first and foremost on understanding the customer's infrastructure. As such, knowledge from different areas must be combined in order to have an as clear as possible picture of what you're working with. Areas such as: - Networking - Hyper-V Virtualization - vSphere Virtualization - Storage technologies - Storage hardware - Tape hardware and backup - Windows Server - Linux Server - Application Infrastructure and Log Diving - In-depth troubleshooting - Extensive Veeam product knowledge

Responsibilities:- Respond to external customer inquiries and requests that come into the Service Desk via Customer portal/ticketing system.- Provide support to customers and field personnel as the primary contact for troubleshooting and resolving ORTEC product problems- Provide critical account support where required; Handle high priority issues affecting customer production environments.- Handle customer phone calls related to ORTEC products, analyze the problem and directs customers in troubleshooting activities. Test success of troubleshooting and document new procedures/knowledge.- Perform Root Cause Analysis on demand.- Involve and coordinate with other teams (hosting, development, etc...) when the issue falls out of support scope.Technical Skills:- further developed troubleshooting skills/technique- improved understanding of Windows Server and PC OS (windows registry, event viewer logs, task scheduler, IIS)- improved understanding of networks and improved network troubleshooting skills- consolidated Active Directory user administration knowledge- SQL query debugging- basic Powershell and batch scripting knowledge- SQL Server troubleshooting- became accustomed and able to work with CSV, XML and XSL, JSON file formats- gained a basic understanding of Windows Services and processes- basic understanding of Windows Messaging Queues- worked with Microsoft SC Virtual Machine Manager

Responsibilities:- Monitor SLA progress- Monitor adherence to schedule and adjust weekly schedule according to preference- Assign Tasks and Responsibilities and adjust in accordance to project needs- Backlog management- Conflict management- Hold monthly 1:1 meetings with direct reports- Liaise with the project's QA Specialist and Trainer in order to identify quality issues and make individual agent improvement plans when necessary- Identify potential for promotion within direct reports and make relevant recommendations to other internal projects and departments- Facilitate training opportunities for direct reports- Lead a front line Service Desk team on a 24/7 schedule

Initial Responsibilities:- Monitor and report on Service Desk offboarding activities from an IT Compliance perspective- Report to the client's IT Compliance Department on offboarding activities- Report to internal management on offboarding activities- Assist with evidence collection during internal and external auditsAchievements:- Implemented the role and quickly agreed on a structure and frequency for the regular reports and presentations to be delivered.- Improved individual offboarding procedures within the Service Desk.- Liaised with the ServiceNow support group and helped improve and adapt an in-house developed Termination Tool to procedure changes. - Represented the client during external audits- Helped improve the overall offboarding process.- Implemented mass validation procedures for offboarding activities Extended responsibilities, in response to procedure changes:- Monitor onboarding activities- Report on execution errors, establish trends, and provide refreshment training sessions when needed.- Coordinate a Back-Office team of 3 - 4 agents, tasked with account creation.- Continuously identify automation opportunities within both onboarding and offboarding processes.- Liaise with the client during major application changes in order to adapt existing procedures or create new ones.Other activities:- Wrote simple scripts in Powershell for data collection- Put together Excel templates to quickly build needed reports and presentations- Was part of several projects ran within the client's organization, from application deployments to directory name changes, where I handled the reporting side of the project as a whole, and led the team that applied the changes within the Service Desk.

Responsibilities:- Provide support to clients via phone, chat, and email, regarding basic technical issues.- Remote technical assistance.- Troubleshoot hardware, software, and network related issues.- Understand procedures- Ticket documentation and dispatching.- Assist with partial and full new hire training, both in-session and on-the-job.

Responsabilities:- Handle inbound calls and, later, chats from client customers- Provide shipping and tracking information for client phone orders.- Assist client customers with a 14-day warranty exchange process- Account support- Customer care- Document client customer accounts and handled orders- Basic technical support for mobile phones