Javier Collazo Email & Phone Number

Texas, United States

Performs day to day monitoring operations including review, assessment and resolution of application alerts for the Central Reservation System Able to follow Run Book and engage Operations and Development teams to escalate and resolve application incidents as directed Manage and tracking system alerts/incidents and formulate reports. Knowledge of networking fundamentals SPECIALIZED KNOWLEDGE AND SKILLS:• Technical support experience including prioritizing, updating… Show more Performs day to day monitoring operations including review, assessment and resolution of application alerts for the Central Reservation System Able to follow Run Book and engage Operations and Development teams to escalate and resolve application incidents as directed Manage and tracking system alerts/incidents and formulate reports. Knowledge of networking fundamentals SPECIALIZED KNOWLEDGE AND SKILLS:• Technical support experience including prioritizing, updating tickets and tracking solutions• Aptitude for data analysis: Splunk, Excel, SQL and a practical knowledge of databases• A solid understanding of web technology, especially web services• Experience with monitoring tools such as MOM, Splunk, New Relic• Capacity to work independently with minimum supervision and coordinate work with the team PREFERRED EXPERIENCE• Splunk• Network Operations Center• Snow (Sabre.service-now) • Akamai (IP blocking tool for frequent offenders) Cloud base security service. • SalesForce (Cold base application) user for managing customer relations, . integrated with other systems, and build our own applications.. Show less

Able and assist support IT.Able to correct and troubleshoot NT server with in a timely manner.Open Cases when needed.Work with IT OPS, Application support and DB support when needed.Able to understand and work with the tools provided. Able to assist and troubleshoot through their monitoring tools.Escalated issue to upper management with diagnostic skills and performance.

Plano, Texas

Diagnosis and resolution of high impact production issues due to automated script processes, network issues, server issues, etc. Analysis of Network issues and emergency escalation to proper departments for resolution.Issue UNIX commands to back-end transaction processing systems to troubleshoot network issuesTroubleshoot & escalate application/network issues with credit card terminalsFacilitate companywide bridge calls between certain departments to bring resolution to… Show more Diagnosis and resolution of high impact production issues due to automated script processes, network issues, server issues, etc. Analysis of Network issues and emergency escalation to proper departments for resolution.Issue UNIX commands to back-end transaction processing systems to troubleshoot network issuesTroubleshoot & escalate application/network issues with credit card terminalsFacilitate companywide bridge calls between certain departments to bring resolution to production problems.Created software applications that brings all support documentation to users whenever they need it; thus increasing efficiency and ultimately a faster resolution tocommon issues faced every day.Trained new employees to Heartland procedures and taught them how to use the in house application for common problem resolution.Facilitated retransmission of multi-million dollar production files due to network issues, corrupt files, duplicates, etc.Experienced with Connect Direct (sending and receiving production files)Experienced with enterprise-level batch job scheduling software like Active Batch, Axway, and Dollar Universe.Monitor system health of back-end credit card transaction processing systems like POS Gateways, Dial traffic statistics (dial cards, nodes etc.), IP traffic statistics (call duration, and overall call volume of transactions being processed per minute by Heartland).Monitor CPU usage of back-end UNIX processing systems Show less

Ennis, Texas

Open, prioritize, track and resolved incident tickets, open bridge calls and update daily shift logs.Coordinate and support recovery efforts with IT and user groups, vendors and service providers.Acknowledge and diagnose alert/incidents; taking corrective action or escalating to support groups. Minimize cost for ongoing issues. Deliver 1st and 2nd level technical support, problem determination and resolution on all system, application, network and Web issues ion a 24x7… Show more Open, prioritize, track and resolved incident tickets, open bridge calls and update daily shift logs.Coordinate and support recovery efforts with IT and user groups, vendors and service providers.Acknowledge and diagnose alert/incidents; taking corrective action or escalating to support groups. Minimize cost for ongoing issues. Deliver 1st and 2nd level technical support, problem determination and resolution on all system, application, network and Web issues ion a 24x7 Network Operation Center (NOC). Able to achieve support by taken corractive action with local telco. Utilize monitoring tools, to detect, isolate and resolved job abends and automate manual task. Such as Solarwinds, Etrust, SiteScope, Omegaview, Webmetric. Work with infrastructure teams to identify system, applications and processes that require monitoring. Support Control-M scheduling environment; includes monitoring, restarts and analysis.Perform immediate analysis of client problems and ensure resolution to reported issues.Work with external business partners on resolution of file transfer (FTP) and data issues.Maintain support to SAN environment group.Recommend, document change to improve efficiency and reduce downtime of services. Cycle services, clear disk space and conduct system health check on Unix and Windows servers.Perform client password resets, resolved remote access issues and setup client Citrix profiles in AD.Provide management with follow-up, business impact and root cause analysis on incidents/outages. Show less

Richardson, Texas

Perform diagnostics of network hardware and software components as second and third level problem resolution.Provide technical support for customers and internal networks.Perform detail diagnostic and test routines to support network maintenance, modifications, and enhancements.Perform escalation duties related to major network problems impacting multiple customer location, major network elements, or outages.Perform general systems administration and security… Show more Perform diagnostics of network hardware and software components as second and third level problem resolution.Provide technical support for customers and internal networks.Perform detail diagnostic and test routines to support network maintenance, modifications, and enhancements.Perform escalation duties related to major network problems impacting multiple customer location, major network elements, or outages.Perform general systems administration and security functions.Maintain documentation of routine maintenance schedules, system configuration, applications, and technical reference materials. Resolve and close 95%of ticket within 2 days.Assist in directing work-flow for functional team. Verified all documentation for shift is accuracy and maintained. Assisted and troubleshoot POTs line and new fiber cables for new installments and required. Assisted and supported EMC infrastructure.Supported and maintained Active Directory (AD), DNS/WINS and VPN platforms.Supported large customer environments including hardware, router, vpn, firewall and load balance issues, perform interaction performance with the customers. Handle most technical support for all maintenance perform, patches and upgrades.Support POS environment. Cisco Router 2600. ISDN to Wireless connection.Provide immediate support in a timely manner to reduce cost. Show less