Greg Bullman Email and Phone Number

 Technical Lead & mentor of a physical and a global virtual problem management team  Highly experienced user of: Windows, RCMS, Retain, Lotus, MS Office Ensures compliance/performance of team members relating to implementation of new systems and ongoing training/compliance Research in onsite computer lab, to enable testing of new code & fixes, use & ongoing training of new equipment/architecture & evaluation of beta releases Ongoing support of Virtual Servers (VMware) Ongoing support of Physical Servers, including (but not limited to) System x, Flex systems, Blade Centre servers, UPS, & Tower/Rack Servers. Adheres to relevant service delivery transformation programs Attends monthly cross-platform meetings  Adheres to policies relating to service activity call reporting Monitors & update service requests Creates & actions problem management records (PMR) as per guidelines set Establishes channels of communications with clients (internal & external) Puts the client first & see the world through the client’s eyes Prioritises the client’s needs over my own via using methodology of 'Driving Client's Delight' Achievement of set KPIs Proactive engagement of other departments within IBM to capture project work Adheres to company guidelines relating to high severity incidents Completion of ongoing training for both IBM and Lenovo (approx. 50 hrs completed in 2015)

 Delivered service and support to end-users of Lenovo Laptops and PCs Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gathered customer’s information and determine the issue by evaluating and analysing the symptoms Diagnosed and resolve technical hardware and software issues Followed standard processes and procedures Identified and escalated priority issues per Client specifications Redirected problems to appropriate resource Accurately processed and recorded call transactions using a computer and designated tracking software Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business Followed up and made scheduled call backs to customers where necessary

 Research, analyse, diagnose and resolve issues with customer systems including computer hardware & software, peripheral equipment, and networks using documented processes Perform computer imaging including software & hardware validation and pre-delivery testing Provide onsite services for customers to include incident response, delivery and system set-up of new & repaired computers along with installation of additional hardware, software and peripherals Perform other duties as assigned (e.g. Help Desk support, conference facility set-up, project work) Provide documentation as appropriate (e.g. ticket creation and maintenance, e-mails, process improvements, knowledge base articles)