Maria Pellas B.Sc. Email & Phone Number

Canada

Canada

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.Used ticketing systems to manage and process support actions and requests.Assisted customers in identifying issues and explained solutions to restore service and functionality.Assisted with updating technical support best practices for use by team.Researched and identified solutions to technical problems.Helped streamline repair processes and update procedures… Show more Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.Used ticketing systems to manage and process support actions and requests.Assisted customers in identifying issues and explained solutions to restore service and functionality.Assisted with updating technical support best practices for use by team.Researched and identified solutions to technical problems.Helped streamline repair processes and update procedures, Knowledge Base for support action consistency. Show less

Served as Client Lead on assigned Managed Services Accounts.Supported the Incident, Problem, Change and Release management processes as required.Created documentations and procedures used for training, troubleshooting and Knowledge Base.Collaborated with different teams and helped streamline repair processes and update procedures for support action consistency.

• Managed escalations/high priority incidents and requests• Lead and took ownership of critical incident management response, coordinated necessary activities to restore service, determined root cause and delivered root cause fixes.• Worked collaboratively with various members of the team: Project Managers, Executives, Analysts, Vendors on new projects, installations, configurations, migrations and deployments• Defined devices, administered and maintained… Show more • Managed escalations/high priority incidents and requests• Lead and took ownership of critical incident management response, coordinated necessary activities to restore service, determined root cause and delivered root cause fixes.• Worked collaboratively with various members of the team: Project Managers, Executives, Analysts, Vendors on new projects, installations, configurations, migrations and deployments• Defined devices, administered and maintained different printing platform in Windows and AIX environment• Confirmed successful configurations through user acceptance testing (UAT) and provided hypercare (project aftercare)• Created and maintained several scripts, planned and implemented upgrades, maintenance fixes and vendor-supplied patches • Monitored logs, diagnosed problems, implemented solutions on SAP and Legacy printing application malfunctions • Maintained database on production and development servers • Managed SAP and Legacy online and batch printing Show less

Canada Area

• Coordinated, managed and governed data center services, infrastructure and operations • Developed and maintained IT documentation including system diagrams, disaster recovery plans, system dependencies and data center infrastructure management• Coordinated data center improvement projects (optimization – cooling, power distribution, cabinet organization, installation etc.) • Supervised and trained data center technicians • Authored manuals, maintained… Show more • Coordinated, managed and governed data center services, infrastructure and operations • Developed and maintained IT documentation including system diagrams, disaster recovery plans, system dependencies and data center infrastructure management• Coordinated data center improvement projects (optimization – cooling, power distribution, cabinet organization, installation etc.) • Supervised and trained data center technicians • Authored manuals, maintained and revised processes and procedures • Managed operator’s scheduling, vacation, overtime etc. Show less

Canada Area

• Supported global cisco telephony project and ensured 100% migration and provided user’s support on all sites.• Created metrics, procedures, documentation and trainings for interns, helpdesks and operators.• Completed the migration within six months and reduced incident volume from 600 to less that 5%. • Collaborated with clients, vendors and third party and ensured that business needs were met.

Canada Area

• Audited access control list, inventory asset control, operator tasks and data center procedures.• Monitored batch job activities, trouble shoot issues, assist application support analysts and ensured fast resolution.• Managed data center backup systems, cycling tapes, restores, reports and documentation.• Organized and took charged of operator scheduling and ensured shifts were balanced.

Ccna

Ccna

Harmonized Llqp

Francisation

Itil Foundation 2011

Bachelor'S Degree, Commercial Science, Gpa 4.0

Bachelor'S Degree, Business/Commerce, General, Gpa 4.0

Itil