Working in multiple UNIX platforms i.e. Solaris, Linux, AIX• Upgrading, updating and patching servers on a quarterly basis to keep compliant with National IT standards• Working with senior command center staff and technical support in diagnosis and resolution of problems that may impact operations and system availability• Planning and participating in BRT’s (Business Readiness Tests), TRT’s (Technical Readiness Tests), Quarterly Hardware events at multiple sites.• Performing root cause analysis of past problems and researches recurring operations problem to identify/recommend permanent resolution alternatives• Participating in automation projects, e.g., enhanced start-up/shut-down and disaster recovery• Working with senior command center staff and technical support in diagnosis and resolution of problems that may impact operations and system availability• Performing scheduled requests for change, testing and contingency-related activities • Assisting in implementing system contingency procedures

• Conducted initial site incident investigation, collected essential information across all technical disciplines, identified root causes, determined tasks to prevent recurrence and drove their execution.• Developed key metrics measuring effectiveness of Problem Management. • Participated in business communication process regarding new problems. • Defined problem management processes and procedures • Define, develop, and introduce documentation to improve ITSM process efficiency • Verified processes and procedures were adhered to by staff. • Provided training relating to the problem management process.• Identified and participated in opportunities to improve service quality and efficiency.• Coordinate and hosted a weekly update meeting to Sr. Directors on open problem records statuses• Partnered with multiple groups to implement solutions of known errors and increase efficiencies• Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures.• Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents and problem records• Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.• Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.• Developed incident, preventative incident, preventative incident tickets and reports.• Provides the highest level of technical, proactive, and reactive customer support to Markel Corporation’s Mission Critical High-Availability Service Customers• Responsible for engaging, escalating and communicating with cross-functional groups within Markel Corporation and customer organizations

• Working in multiple UNIX platforms i.e. Solaris, Linux, AIX• Upgrading, updating and patching servers on a quarterly basis to keep compliant with National IT standards• Working with senior command center staff and technical support in diagnosis and resolution of problems that may impact operations and system availability• Planning and participating in BRT’s (Business Readiness Tests), TRT’s (Technical Readiness Tests), Quarterly Hardware events at multiple sites.• Performing root cause analysis of past problems and researches recurring operations problem to identify/recommend permanent resolution alternatives• Participating in automation projects, e.g., enhanced start-up/shut-down and disaster recovery• Working with senior command center staff and technical support in diagnosis and resolution of problems that may impact operations and system availability• Performing scheduled requests for change, testing and contingency-related activities • Assisting in implementing system contingency procedures

• Performing complex command center functions, involving distributive and mainframe computing operations with multiple LPARs and server operating systems in 3 data centers, including VDC (virtual data center) automated console operations, system availability management, problem analysis, resolution, root cause analysis, and recommend operational improvements during a designated shift• Controlling automated operations participates in automation projects (e.g., message management); tests automation changes prior to implementation, execution of system start-up/shut-down, monitoring, and problem analysis and resolution• Working with senior command center staff and technical support in diagnosis and resolution of problems that may impact operations and system availability• Performing root cause analysis of past problems and research recurring operation problems to identify/recommend permanent resolution alternatives• Identifying and make recommendations for improvements in command center operations, e.g., additional automation and innovative new/revised procedures and processes• Preparing and recommend additions/revisions to existing standards and procedures for management review• Participating in automation projects, e.g., enhanced start-up/shut-down and disaster recovery• Performing scheduled requests for change, testing and contingency-related activities • Assisting in implementing system contingency procedures

• Provided 1st and 2nd level over-the-telephone computer support and assistance to over 350 AMF centers• across the United States• Worked primarily with but not limited to Point of Sale operations (configuring IBM and DELL workstations, Touch Screens, cash registers, credit card machines, receipt printers, and perform basic server maintenance) • Acted as a liaison with management in the development and maintenance of systems and procedures • Provided service to persons requesting moves or installations of equipment • Dispatched vendor repair service for hardware failures