Jason Gelband Email and Phone Number

Job Summary:Provide Single Point of Contact (SPOC) for delivering Level I & II technical support by administering and supporting new and existing PCs and peripherals over the phone in a remote capability. This includes troubleshooting, diagnosing, and resolving hardware and software issues while adhering to the defined internal escalation process. General Duties and Responsibilities Include• Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware• Troubleshoot, diagnose and resolve issue on desktop systems, workstations, servers and networks issues in a heterogeneous environment• Provide account management including creation and deleting users and coordination the addition or changing of users as well as maintaining account security settings for users.• Maintain password, data integrity and file system security for the desktop environment• Communicate highly technical information to both technical and nontechnical personnel• Recommend hardware and software solutions, including new acquisitions and upgrades

Work in a fast paced, dynamic environment, as part of a leading edge technical support team. Provide support to a broad base of users with a mixture of solutions-oriented technical support and customer service, while adhering to established standards and service level agreements.Provide application support to both internal and external customers, pertaining to software functionality, incident resolution and system configuration.Contribute to success of the department as well as satisfaction of the customer.Escalate incidents with very specific details to Support Engineering for any complex system-wide support issuesDocument in detail all interactions with customers from initial call to resolution in CRM tool.Provide input on possible entry or update to the knowledge base articles.

• Supports all aspects of daily operational activities including account and resource management, Incident/Problem/Change management, backup/recovery and server hardware and software monitoring, maintenance and upgrades.• Provide troubleshooting expertise to large and varied environments supporting Expedia Inc. live sites and corporate applications including servers and network infrastructure.• Works closely with Program Management, Product Development, Test and Site Operations teams for the deployment, configuration, system requirement validation and support of multiple services across an expansive and diverse production environment.• Day-to-day live-site and corporate environments investigations of Expedia’s enterprise infrastructure of Windows and Linux servers and network devices.• Quickly and effectively learns new systems to rapidly identify potential solutions to resolve and prevent future service interruptions. Independently drives complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary.

I support a Global implementation of Siebel; a CRM software, and a Weblogic/Unix application used for creation of sales leads.General Responsibilities • Managed the administration and support activities for the enterprise's operating systems that reside on multiple platforms. • Maintained operating systems and worked continuously to improve system efficiency. • Developed standard operating procedure documents• Interacted with members of the IT group to coordinate implementation of new systems software. • Provided technical consulting to IT staff related to architectural/platform support for applications.• Troubleshoot systems problems and investigate underlying problems. • Answer technical questions and correct deficiencies in operating systems or related software.• Ensure adherence to testing and installation procedures and resolved deviations with appropriate resources.• Provided functional guidance, advice, and training to less experienced engineering professionals.

• Provide 2nd level support/training/guidance to Service Desk agents when required (15 agents reporting directly to me).• Run statistical reports on Service Desk agents.• Coach Service Desk agents on necessary improvements. • Provide technical support via email, voicemail and phone.• Analyze problems with printers, passwords, user ID’s, wireless scanners, computer connectivity problems (Lan, VPN, dial-up), in locations across the America’s.• Assign problem tickets to appropriate departments for escalated issues.• Review department service calls and ensure resolution.• 1st level support for all DHL employee’s with a goal of “one call resolution”.• Support 400+ applications used by associates, by referencing online help documentation.

• Provide technical support via email, voicemail and phone.• Analyze problems with printers, passwords, user ID’s, wireless scanners, computer connectivity problems (Lan, VPN, dial-up), in locations across the America’s.• Assign problem tickets to appropriate departments for escalated issues.• Review department service calls and ensure resolution.• 1st level support for all DHL employee’s with a goal of “one call resolution”.• Provide 2nd level support/training/guidance to other Service Desk agents when required.• Support 400+ applications used by associates, by referencing online help documentation

• Provide technical support via email, voicemail and phone.• Analyze problems with printers, passwords, user ID’s, wireless scanners, computer connectivity problems (Lan, VPN, dial-up), in locations across the America’s.• Assign problem tickets to appropriate departments for escalated issue’s.• 1st level support for all DHL employee’s with a goal of “one call resolution”.• Support 400+ applications used by associates, by referencing online help documentation.