Mark Pacheco Email & Phone Number

Stockholm, Sweden

Stockholm, Stockholm, Sweden

Stockholm, Sweden

Lead the daily activities at the SOC. Resource planning, proactively monitor production and staging environments, resolving immediate issues according to run books and documented processes. Triage, troubleshoot and resolve reported Incidents according to run books and documented processes. Resolve or dispatch service requests assigned to Technology Operations. Act as first escalation point for Customer Support team. Escalate Incidents within Technology Operations to make sure the SLA’s are met. Devise technical KPI reports and distribute within the organization.Provide current status at update meetings.Keywords:Linux RHEL systems administration and troubleshooting. Windows Server systems administration and troubleshooting. Networking, Grafana, Ansible, AGILE, ITIL, PostgreSQL/MSSQL, AWS CI/CD,

Stockholm, Sweden

Stockholm, Sweden

Amsterdam Area, Netherlands

Project Name: EverestScope: Redesign of Cisco ERP Architecture and implementation globally of Oracle 11i.Export Compliancy & Business Readiness.Sabanes-Oxley Audit for Everest Oracle 11iImpact Capture Assessment Management

Amsterdam Area, Netherlands

Duties included:* Provide IT Support to 800+ user on campus.* Local network administration EMEA* Patching network connections from within the communication room.* Analysing systems errors and providing solutions to users.* Dispatching and configuring new systems for users.* Re-imaging and building pc systems for users with the use of Ghost.* Replacing internal hardware* Educating users in areas of Cisco tools and applications.* Case administration according set timelines.* Provide support to external Cisco Systems partners and clients.* Tracking viruses and manually isolate infected areas within the system.* Administer and track Cisco assets.* Provide support on MS Windows OS and Cisco tools* Field engineer to EMEA sites* Provide training to new hire employees* Extensive troubleshooting of Cisco Systems, Inc. WiFi, IP Telephony (Hardware/Software) and Cisco VPN Client.* Setting up and troubleshooting Video Conference Systems (Tandberg, Polycom).

Project Name: ApolloScope: Consolidate and automate online ordering for all theatres EMEA, AsiaPac, US.Duties included:* Creation of test scripts with the use of Test Director to validate business needs pre IT development.* Assist in identifying failure reasons & possible bugs (trends etc).* Conduct multiple EMEA specific tests on the following Cisco in-house applications Oracle Order Entry, Ordering Tool, Configuration Tool, Change Order Tool, ICS Applications. * Providing daily status reports to the US Test Manager and other US constituents.* Co-ordination of test room activities, assisting/mentoring of EMEA Test Team.* Provide basic back up duties for Project Manager in respect of all CRP and participation in conference calls with US counterparts as required.* Communicate ongoing project status and go-live coordination plans to EMEA constituents (Internal Users).* Provide support to EMEA constituents (Internal Users) should anomalies occur.

Duties included:Manage order entry and order management tasks for assigned team, including expedites and change orders. Achieve a superior level of customer satisfaction by exceeding order volume and order quality goals, may support daily customer requests for assigned accounts and/or in support of a Cisco Senior CSR or named account team.Lead the CSA team by being accountable for actions and acting with integrity.First level of contact for Cisco CSR’s for order processing issues and account management support.Work with drive and commitment towards achieving the goals of Cisco Customer Service by meeting deadlines, making decisions, solving problems.Provide mentoring and training for new employees upon joining the company.

Amsterdam Area, Netherlands

Duties included:Controlling of the source code of the application through the use of Microsoft SourceSafe.Compiling and building of the IBS application. (Magic/Visual Basic languages)Working closely with developers to provide solutions to business processes within the company.Maintaining and updating the Request For Service system reported by the clients.Reporting of compilation errors and working closely with developers to provide solutions.Execution of basic functionality tests.