Lorenzo Webster Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

As a Senior Application Administrator, I managed and supported the RHEL-based FDA Electronic Submissions Gateway (ESG) hosted in AWS, consistently maintaining a 96% uptime, surpassing the required 90% SLA. I provided Tier III support, resolving complex incidents with an average resolution time of 1-2 weeks, depending on vendor collaboration. I improved system performance by identifying and eliminating bottlenecks, which sped up submission and acknowledgment processing. During the ESG migration… Show more As a Senior Application Administrator, I managed and supported the RHEL-based FDA Electronic Submissions Gateway (ESG) hosted in AWS, consistently maintaining a 96% uptime, surpassing the required 90% SLA. I provided Tier III support, resolving complex incidents with an average resolution time of 1-2 weeks, depending on vendor collaboration. I improved system performance by identifying and eliminating bottlenecks, which sped up submission and acknowledgment processing. During the ESG migration to AWS, I optimized server, CPU, and storage configurations, leading to significant cost savings. I also integrated Hadoop and HDFS with Axway B2Bi to enhance system scalability, redundancy, and high availability. Additionally, I developed Methods of Procedures (MOPs) for software maintenance, tested upgrades and patches, and collaborated on the design, programming, and implementation of ESG software. Show less

Annapolis, Maryland, United States

As a Systems Support Engineer, I provided Tier 2 support for TCS UNIX and LINUX-based messaging applications, resolving an average of 8 tickets per month while maintaining a 95% SLA compliance rate. I ensured a 95% uptime for messaging gateways by proactively monitoring system performance and recommending necessary adjustments to handle increased traffic, thereby reducing potential outages. I developed SQL and BASH script-based monitoring tools that improved early detection of high usage issues… Show more As a Systems Support Engineer, I provided Tier 2 support for TCS UNIX and LINUX-based messaging applications, resolving an average of 8 tickets per month while maintaining a 95% SLA compliance rate. I ensured a 95% uptime for messaging gateways by proactively monitoring system performance and recommending necessary adjustments to handle increased traffic, thereby reducing potential outages. I developed SQL and BASH script-based monitoring tools that improved early detection of high usage issues and enhanced troubleshooting efficiency. During incident and outage calls, I delivered high-quality support, reducing troubleshooting time through accurate documentation and effective team collaboration. Additionally, I created and updated user guides, manuals, and installation guides, training 5 customers on TCS products, which led to fewer support requests and improved customer satisfaction. Show less

Atlanta, Georgia, United States

As a Technical Support Engineer, I provided second-tier support for Red Hat Linux-based applications supporting SMS, MMS, and WAP services, consistently resolving around 10 trouble tickets daily with a 98% SLA compliance rate. I developed standardized troubleshooting procedures that reduced ticket volume by 40% and enabled first-call resolution for over 90% of calls in call centers. I collaborated with vendors and engineering teams to scale platforms, doubling system capacity in response to a… Show more As a Technical Support Engineer, I provided second-tier support for Red Hat Linux-based applications supporting SMS, MMS, and WAP services, consistently resolving around 10 trouble tickets daily with a 98% SLA compliance rate. I developed standardized troubleshooting procedures that reduced ticket volume by 40% and enabled first-call resolution for over 90% of calls in call centers. I collaborated with vendors and engineering teams to scale platforms, doubling system capacity in response to a 25% annual surge in subscriber growth. I led the successful deployment of RCATS probes across all markets, which enhanced system performance and early issue detection for data services and messaging. Additionally, I monitored internal Comverse system components and external service provider links, proactively addressing capacity and connectivity issues to prevent traffic bottlenecks and maintain optimal performance. Show less

Southlake, Texas, United States

As an Associate Network Technician, I provided third-tier technical support to customer service, technical support, sales, and system engineering teams, specializing in troubleshooting voice and data network issues. I resolved an average of 8 technical support tickets daily, consistently maintaining a 95% SLA with an 8-hour resolution time. I generated hourly cell and switch outage reports, which reduced escalated tickets to the network repair group by 30%. I also assisted in deploying new… Show more As an Associate Network Technician, I provided third-tier technical support to customer service, technical support, sales, and system engineering teams, specializing in troubleshooting voice and data network issues. I resolved an average of 8 technical support tickets daily, consistently maintaining a 95% SLA with an 8-hour resolution time. I generated hourly cell and switch outage reports, which reduced escalated tickets to the network repair group by 30%. I also assisted in deploying new features, including Verizon Wireless's 3G services, which enhanced network performance and supported the launch of Android and Blackberry devices. Additionally, I used UNIX tools for call tracing and scenario simulations to diagnose and resolve call processing issues in real-time switching environments. Show less