Michael Persaud Email & Phone Number

Brampton, Ontario, Canada

· Ensure consistent Operational Monitoring and reporting of Infrastructure and Application problems. · Monitoring day-to-day systems issues; ensure all jobs run as per schedule. Monitor all production and critical servers/services to ensure maximum up-time. · Monitor and control the Automatic Job Scheduling processes. · Co-ordinate all systems event monitoring, ensuring that Production Services have the appropriate documentation and procedures. · Monitoring of all Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) · Quickly react and escalate critical issues through to resolution and follow-up with the customer to ensure satisfaction. · Log and update incidents within the Incident management tool. Page out and escalate as documentation and guidelines indicate. · Assist with overflow, first tier problem determination/resolution for problems with Enterprise (Desktop) and Retail Store standard hardware, software, technology and applications. · Document all alerts in the incident management tool provided (create an incident/problem ticket) and detail all actions taken and any escalations/notifications within the ticket. · Observe peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage.· Travel to Q9 to make Tape Rotations at the Data Centre· Expertise in Control-M, Solarwinds, New Relic, Cherwell Ticketing system, SAP and Active Directory

· Provide operational, application and technical support via email and the phone for all internal customers · Understand and troubleshoot customer issues; resolve the issue at Level 1 if possible· Own the problem until full resolution; be proactive in progressing and coordinating effort · Escalate issues as necessary within IT, Retail Store Operations, external vendors or various business units · Advise appropriate business and IT teams of issues when required, track issues through to resolution and follow-up with the customer to ensure satisfaction. · Proficient troubleshooting awareness of various POS, Back Office and Enterprise Systems. · Co-ordinate hardware and software repair/warranty as well as schedule maintenance with vendors. · Update customers on call status until resolution· Use diagnostic tools and methods to analyze network, desktop, and infrastructure or business logistics problems · Resolve retail store PC problems by providing necessary assistance to ensure downtime is minimised. · Excellent communication skills both verbal and written · Able to troubleshoot and search for solutions through available tools, internet, knowledge base, manuals (Active Directory & SAP)· Have experience working with Microsoft Outlook for scheduling and emailing· Good typing skills· Have expertise helping users on-site with printers & PC issues