James Wright Email and Phone Number

I'm primarily responsible for assisting customers on the Data Center floor both in person and via the telephone, performing customer equipment installs, managing tickets within the defined ticketing system (Service Now), communicating and escalating alerts and customer requests to systems engineers for resolution. Individual employee skill sets as well as other duties and responsibilities are assigned as needed.ESSENTIAL DUTIES AND RESPONSIBILITIES Provide remote hands and eyes for customers.Hardware and software configurations and installation of managed products.Completing new cabling projects and managing existing cabling plan.Create tickets within the established ticketing system to address customer calls, data center facility, network and/or system related alerts.Maintain accurate and detailed logs within the established ticketing system for customer calls and system alerts, as well as for communication and escalation steps taken to ensure prompt resolution of data center facility, network and customer related issues.Install cabinets and customer equipment based on documentation provided by provisioning and established Data Center Operation procedures.Work with customers, other systems engineers, and management to communicate ticket status.Manage Tickets (This includes ensuring tickets are being opened, worked and escalated based on set standards)Review all resolved tickets to ensure properly documented resolution.Ensure details of the problems and steps taken to resolve ticket are documentedWork in and perform duties in this and other departments as needed.