Keith Dowd Email & Phone Number

Clayton NC

• Performed Root Cause Analysis on Critical incidents for customer account, providing corrective actions for continuous improvement
• Maintained Knowledge database ensuring knowledge articles are valid and formatted correctly before publishing.
• Facilitated conference bridge for Critical incidents, which included assembling personnel and taking incident notes to be used for Root Causes Analysis.
• Remote worker that pursues his daily tasks without having to be supervised.

Cary, NC

Performed Root Cause Analysis on Critical incidents for customer account, providing corrective actions and proactive trending for continuous improvement.

Mason, Ohio

• Process Specialist II 2013 to 2015Performed root cause analysis of major incidents for Siemens account, provided corrective actions.
• Eliminated backlog of problem requests for root cause analysis within 3 months by operating on multiple problems at once and working after hours.
• Delivered problem requests on time at 200% of nominal capacity within stringent service level agreement by analyzing requests, implementing solutions, ensuring resolving issues. Functional Manager I-IT onsite at.
• Received Silver Accolade award for adapting to company needs, fulfilling problem manager, change manager, and quality manager roles, and providing exceptional customer service.
• Maintained workflow and productivity by facilitating service delivery manager’s role when unavailable, ensuring continuous operations with no interruptions.
• Reduced number of tickets dispatched to desk side team 25% by developing and implementing documentation in knowledge base, such as symptom / resolution documents.

Clayton, NC

• As of July 1st, 2011 Siemens IT Solutions and Services is an Atos BusinessLed Deskside Support team, including hardware and software support for campus and remote user’s laptops, desktops, PDAs and printers. Utilized.
• Improved core image compatibility by performing testing on requested non-core software packages.
• Enhanced quality by providing excellent customer service and resolving incidents within contractual service level agreements.

Clayton, NC

Led desk-side support team, resolved incidents within contractual service level agreements. Used Peregrine ServiceCenter for documenting work performed, tracked service delivery metrics, parts ordering and call closure rates.

Clayton NC

• Provided excellent customer service and resolved incidents as Senior Support Technician within contractual service level agreements. Provided technical mentoring to junior level technicians
• Improved quality by fulfilling customer need for NT Administrator with assignment for 1 year to Bayer Technical Operations, including server builds, server backup administration and network appliances, using Veritas.