Edward Vera Email & Phone Number

Chicago, IL

• Global Technical Support: Provided comprehensive hardware, software, and telephony support for employees across multiple offices, ensuring minimal downtime and high customer satisfaction.
• IT Infrastructure Management: Monitored, maintained, and upgraded IT infrastructure for the Chicago office, including network equipment, telephony systems, and office hardware.
• Ticketing System Modernization: Led the migration from Spiceworks to Jira Helpdesk, designing end-user interfaces, configuring ticketing workflows, automations, and prioritization queues to streamline support operations.
• Change Management Implementation: Established and enforced Change Control workflows and approval processes to improve system stability and reduce unplanned downtime.
• Infrastructure Maintenance: Collaborated with the Systems Team to deploy server patches and updates using Kace, ensuring optimal system performance and security compliance.
• Virtualization and Resource Allocation: Assisted in VMware VRA migrations, managing resource cleanup and VM transitions into new clusters for Engineering teams.

• Handled escalated technical tickets for 142 internal applications escalated from Level 1 and the Line of Business. Served as a fully seasoned and proficient technical resource for Level 2 Servicing.
• Responsible for managing system issues and seeing them through to resolution, often involving the coordination efforts of any and all departments involved in a production issue.
• Actively participated in monthly release Knowledge Transfer sessions Product Warranty review meetings. Contributed to the enhancements and testing of various support tools to help determine case, scope and impact of.
• Spearheaded on-boarding of applications being transitioned to Level 2. On-boarding projects included Knowledge Transfer session with the Line of Business and App Development Team, becoming a Subject Matter Expert for.
• Created over 200 knowledge base articles related on known issues, bugs or on newly on boarded applications.
• Built customer service relationships via direct partnership with Line of Business users and provisioned carious liaison efforts (Level 1, Level 2, and Level 3, App Development, and On-boarding) to support peers during.

Scottsdale, Arizona

• Handled all escalated hardware and software issues from Level 1 Helpdesk. Main point of contact for all network connectivity issues at corporate location servicing over 250 employees. Configured and maintained Cisco.
• Assisted in troubleshooting servers, network switches and tape backup systems.
• Maintenance and configuration of Brocade network switches for large-scale corporate environment.
• Managed network VLANS for Executives, Developers and Operations floor.
• Blackberry Enterprise Server Administration and Support.
• Closely managed vendor relations (Verizon and Sprint).

Chandler, Arizona

• Supported Countrywide employees and provided exclusive support to company executives.
• Provided desktop and remote hardware and software support.
• Provided server hardware and software support for remote branches.
• Troubleshoot network connectivity, network printing and user access issues.
• Supported VPN connections using Ipass client.
• Experience with Remedy and Quintus ticketing systems.

Phoenix, Arizona

• Promoted to newly formed Department of Technical Support within 2 months of hiring.
• Supported online students and employees on UOP systems.