Gary Torres Email & Phone Number

Pleasanton, Ca

San Francisco Bay Area

Pleasanton , Ca

Walnut Creek, Ca

Fairfield Ca

Monitor DAS Nodes for wireless companies (AT&T, Sprint, MetroPCS, T-mobile, Verizon, Cricket, etc.) and provide 1st level phone and e-mail support. Work with third-party maintenance, co-location facility staff and major internet backbone providers to identify and resolve customer affecting network issues in a timely manner. Escalate critical issues and facilitate bridge conference calls if necessary to expedite quick resolution.

Proactive monitoring of RF nodes for wireless companies (AT&T, Sprint, T-mobile, Cricket) and provide 1st Level phone and e-mail support to clients inquiries. Dispatch Technicians to problem area whenever issue arises. Troubleshoot and resolve connectivity issue of each RF (radio frequency) node before escalating to field techs.

Provide 1st level phone and e-mail technical support to a health care environment. Create problem tickets, analyze and escalate each issue to the appropriate groups. Provide support to over 100 different health services applications and educate users of its use and functions.

Provide 1st level e-mail and phone support to internal clients, partners (AT&T, Sprint) and content providers (CNN, Fox Sport, ABC News etc). Monitor windows and Linux servers using Nagios monitoring system. Take ownership of all pending tickets and change process. Currently on a 10/4 schedule on a 24/7 work environment. Create ticket (Jira) and escalate to proper engineering groups. Facilitate, initiate and manage bridge call if deemed necessary.

Provide 1st level phone and e-mail support to Bank clients and trading partners. Investigate and research customer inquiries regarding their X-12 (820) file transmissions. Provide technical assistance for the banks web based applications such as password reset and user setup. Troubleshoot file transmission failures and create incident report. Assist Implementation and QA with their file transmission test and provide detailed report of an incident that may occur. Create setup profiles for new clients and their trading partners.

Provide 1st and 2nd level support in a 24/7 environment to Business Partners, Vendors and End-Users. Analyze problem tickets and inquiries with the use of various tools to help resolve issues in a timely manner. Monitor over 5000+ mainframe and midrange servers. Escalate any server problems alerts by creating problem tickets and assigning to the responsible party. Maintain & update runsheets documentation and daily logs. Run batch processing applications and monitor daily back-ups. Assist other team associates when Sev 1 issue arises.