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.
• 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.
• 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.

• 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

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.
• 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.
• 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.

• 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.

• 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.