Eric Erdmann Email & Phone Number

San Francisco, Ca, Us

Burbank, Ca, Us

Brought back as a Cast Member November 2016Provided high-availability service monitoring, intervention, and escalation for dozens of business units spanning thousands of sites, including customer-facing, business-facing, and engineering/development environments. Successfully completed contract. Brought back as a FTE one year later.Duties included:• 24x7 Monitoring of thousands of sites running on both Linux and Windows for Disney Online Properties. Sites include Disney, ABC, ESPN, Marvel, and others. Support for various attractions in the Parks. Reporting tools included SiteScope, New Relic, Solarwinds Orion, Splunk, Datadog, and others.• Perform training for other team members locally and remotely including onboarding of new team members. Create/support KB articles and documentation.• First line troubleshooting, restarting of services or other interventions, and escalations in a fast paced environment processing hundreds of tickets daily• Responsible for reviewing and acting upon various Tableau reports. • Active support and creation of Slack and HipChat rooms.• Management of user accounts and onboarding/separations in various systems including Active directory, New Relic, CA Service Desk, Datadog, and others.• RSA VPN support, token management, and troubleshooting.• Responsible for patching of Windows/Linux systems. Support for VMware vSphere.• On Demand Cloud Service administration and support for IAAS.• Management of website SSL certificates, including purchase, installation on the f5 Load Balancer, and troubleshooting. • Supported AWS instances, including both windows and linux. Responsible for management of image backups, using both shell script and thru the AWS GUI. Supported a HipChat installation running on an AWS instance. Created AWS support tickets as needed. Gatekeeper for AWS Multifactor Authentication tool for Disney. Completed several AWS training courses.• Setup Apache and phpBB forum.• Completed Kepner-Tregoe training

Contract position with Premera Blue Cross thru Apex(2nd contract with Apex)(6 month contract was successfully completed and then extended)• Monitor, interpret, and/or respond to alarms generated by various networkmanagement systems. (SCOM, Email, etc)• Perform daily checks to ensure network health• Provide Tier 1 technical assistance in resolution of routine problems.• Provide incident management support• Update procedure documentation• Perform Service Desk functions as required off-shift.• Relay and communicate information between various Tier II support teams and 3rd party vendors

Burbank, Ca, Us

Contract position with Disney thru ApexProvided high-availability service monitoring, intervention, and escalation for dozens of business units spanning thousands of sites, including customer-facing, business-facing, and engineering/development environments.Duties included:• Monitoring of thousands of sites running on both Linux and Windows for Disney Online Properties. Sites include Disney, ABC, ESPN, and others.• Perform hands on training for other team members both locally and remotely.• First line troubleshooting, restarting of services or other interventions, and escalations in a fast paced environment processing hundreds of tickets daily.• RSA VPN support and troubleshooting.• On Demand Cloud Service administration and support.

Part of the team that was transitioned from Philips to T-Systems when Philips I.T. was outsourced to T-Systems. For the final year of the contract due to reduction in team size, served as the only point of contact for technical escalations for the team(down from a total of 3 such positions).Duties included: • Schedule, monitor, and troubleshoot production batch jobs and backups. • Supported escalations for backup systems, scheduling systems, monitoring systems, service issues, and escalating to appropriate teams as necessary. • Performed internal/external audit functions and reporting for backups and job scheduling. • Process and incident documentation. • Performed hands on training for other team members both locally and remotely. • Shell and Perl scripting. • Unix and Windows command line and GUI support for backup systems, scheduling systems, and monitoring systems. • Supported a diverse environment that included many backup products at 70+ remote sites over the US, Europe, and Asia. • Performed deployment projects of new backup hardware/software at local and remote sites. • Completed intakes of new sites as they were acquired by Philips and support was transitioned to T-systems. Performed handover duties for backup systems, scheduling systems, and monitoring systems. Verified and documented the current processes and then implemented Philips standard practices at sites. Performed Turnover to the rest of the team and Operations staff for ongoing support going forward. • Performed 24/7 on-call support. • Worked with hardware and software vendors to procure quotes and make purchases. • ITIL training and familiar with incident and problem management • Applications supported included Data Protector, Networker, Backup Exec, Autosys, Netbackup, Arcserve, Tivoli Monitoring, Tivoli Storage Manager, What's Up Gold

Promoted from Operations at Philips to the Production Support teamPromoted from Production Support I to Production Support II to Production Support III during my time on the Production Support teamDuties included:• Schedule, monitor, and troubleshoot production batch jobs and backups. • Supported escalations for backup systems, scheduling systems, monitoring systems, service issues, and escalating to appropriate teams as necessary. • Performed internal/external audit functions and reporting for backups and job scheduling. • Process and incident documentation. • Trained other team members. • Shell and Perl scripting. • Unix and Windows command line and GUI support for backup systems, scheduling systems, and monitoring systems. • Supported a diverse environment that included many backup products at 70+ remote sites over the US, Europe, and Asia.• Performed deployment projects of new backup hardware/software at local and remote sites.• Completed intakes of new sites as they were acquired. Performed handover duties for backup systems, scheduling systems, and monitoring systems. Verified and documented the current processes and then implemented Philips standard practices at sites. Performed Turnover to the rest of the team and Operations staff for ongoing support going forward.• Performed 24/7 on-call support• Worked with hardware and software vendors to procure quotes and make purchases• Applications supported included Data Protector, Networker, Backup Exec, Autosys, Netbackup, Arcserve, Tivoli Monitoring, Tivoli Storage Manager, What's Up Gold

Promoted from Operator II to Operator III during my time in OperationsOperator Duties included:• Schedule, monitor, and troubleshoot production batch jobs and backups. • Provided first response diagnostics of server system, backup system, and service issues, escalating to appropriate teams as necessary. • Printer setup and diagnostics within multiple SAP environments. • SAP and Siebel user administration. • Perform internal/external audit functions and reporting for SAP administration, backups, and job scheduling. • Process and incident documentation. • Tape management at 25+ remote sites.