Nathan Jackson Email & Phone Number

Owings Mills, Maryland, United States

Owings Mills, Maryland, United States

Owings Mills, Maryland, United States

 Process and prioritize incoming customer phone calls, emails and job ticket questions and/or requests forservice-related assistance Utilize the trouble ticket system to log all requests and problems/resolutions including documentation ofspecial requests and customizations considered important for future support Help ensure we provide physical coverage at our Baltimore datacenterso Able to work at either datacenter location when needed in the case of a call off or job vacancy Monitor the operational support systems to proactively identify service impacting events relating to IT,network and facility conditions Work tickets resulting from alerts to resolution or escalate to a technician or higher

Owings Mills, Md

Main roles include:o Management of ticket queues in the support management console (SMC).o Triage new tickets opened by the customer in the SMCo Ensure all open tickets are assigned to an analyst that is on shifto Process reports including IDS reports, Change Control and nightly shift report emails.o Work Windows server patching tickets and scheduled reboot tickets.o Aid the monitoring team as needed.

Owings Mills, Md

 Process and prioritize incoming customer phone calls, emails and job ticket questions and/or requests forservice-related assistance Utilize the trouble ticket system to log all requests and problems/resolutions including documentation ofspecial requests and customizations considered important for future support Help ensure we provide physical coverage at our Baltimore datacenterso Able to work at either datacenter location when needed in the case of a call off or job vacancy Monitor the operational support systems to proactively identify service impacting events relating to IT,network and facility conditionso Expanded from FDA to include Black, Pink, and Red alarms Work tickets resulting from alerts to resolution or escalate to a technician or higher

Owings Mills, Maryland

 Process and prioritize incoming customer phone calls, emails and job ticket questions and/or requests forservice-related assistance Utilize the trouble ticket system to log all requests and problems/resolutions including documentation ofspecial requests and customizations considered important for future support Coordinate shipping and receiving of internal and customer packageso Including high dollar shipments of IT equipment being shipped via freighto Ensure packages are internally labeled and secured in the locked storage cage Check in customers to provide them with physical access to their servers and equipment using a strict level ofsecurity protocol Aid in monitoring the status of the Datacenter. Including the following:o Carry out shift walks of premises to ensure there are no issues that are missed or cannot be monitoredremotelyo Investigate environmental alarms (heat, humidity, computer room air-conditioning units, door alarms)o Aid in processing orange level alarms in the Netcool monitoring systemo Carry out Remote Hands requests originating from either customers or internal

White Marsh, Maryland

 General service duties Vehicle diagnosticso Brakes, steering, suspension, ignition, cooling, wheels & tires, fluid leaks, engine and abs warning lights Alignments

Oil changes and tire work (new tires and puncture patches). Diagnosing vehicle issues. Including engine, cooling, braking, and suspension systems. Also giving vehicles suspension alignments.