Alex V. Email & Phone Number

Responsible for installing and performing preventative maintenance on Laerdal's line of simulators for hospitals, schools, and miscellaneous medical facility customers.Collaborating inter-departmentally to provide the best possible service for the customer, fostering good relationships with the client executives and technical support resources so that the customer can have the best possible experience.Working with customers on site as the face of Laerdal, to ensure that I leave the site better than the way I found it.Working on my own to accomplish any of the tasks or goals on site, utilizing remote resources to obtain the ideal solution for the customer's need.

Schaumburg, Illinois, United States

Provide frontline technical support by both email and phone for Public Safety Communication customers.Research and develop fixes for common problems.Collect, summarize, and chronologically document technical information.Escalation of urgent issues requiring more in-depth knowledge to appropriate internal resources. Collaboration with various internal teams when determining solutions for the end customer.Writing and reviewing knowledge base articles.

Schaumburg, Illinois, United States

Configuration of Fortinet and Juniper firewalls to allow communication of Security Monitoring solutions through the customer’s network.Heavily participated in migration of entire ArcSight install base to SplunkMaintaining accurate and compliant database of secure credentials for system access. Responsible for reviewing all security related Customer Support Plans to ensure enablement andcontinuity of Security Monitoring service.

Schaumburg, Illinois, United States

Leading technical resources during periods of high stress to ensure the timely resolution of critical Public Safety Communication outages.Acting as an escalation point for various support teams.Reporting on active incidents to executive management and supporting the Account Managers onescalations.Coordinating and leading activities to plan, exercise, and if necessary, execute Contingency Plans,Business Continuity Plans, and Disaster Recovery Plans to ensure MSI clients and partners cancontinue their operations.Interfacing with BCP/DR plan owners to organize tests and exercises to improve the timeliness andquality of team response and ensure adequate testing of all plans.

Schaumburg, Illinois, United States

Possessing Public Trust clearance to manage and support the highly regulated US Navy ELMR dispatch team.Writing, testing, and disseminating all process documentation for the US Navy and Dispatch Services team.Training agents on process for both the US Navy contract as well as standard Dispatch procedure. Creating user acceptance criteria and working with stakeholders to verify acceptance requirementsfor testing and rollout of new tools and their associated processes.Participating in creation of work instructions for all departmental process.Working closely with department heads optimizing process to ensure best possible Service LevelAgreement metrics.