Peter Vasquez Email & Phone Number

Pleasanton Ca

• Single point of contact responsible for providing support services as part of a 24x7 Operations• Incident Management - Responsible for reporting, escalating, and documenting all service impacting issues for Blackhawk network and its partners. Worked high priority incidents • Identified and presented production issues to Engineering and Site Reliability teams. • Trouble shoot production issues utilizing Splunk to pull logs in attempt to resolve an outage• Assisted with 24x7… Show more • Single point of contact responsible for providing support services as part of a 24x7 Operations• Incident Management - Responsible for reporting, escalating, and documenting all service impacting issues for Blackhawk network and its partners. Worked high priority incidents • Identified and presented production issues to Engineering and Site Reliability teams. • Trouble shoot production issues utilizing Splunk to pull logs in attempt to resolve an outage• Assisted with 24x7 shifts to ensure coverage. Worked holidays and weekends• Managed trouble ticket queue• Running reports and manipulating data in attempt to find root cause of an impacting issue to business• Work closely with Devops/Cloudops teams for any Cloud disruption • Restarted services for Windows and Linux servers as needed to resolve any service impacting issues to partners and business.• Reconfigured routes and restarted application connections for partners . • Updated partner IP information for Dash board monitoring via UI. • Opened up conference bridges and coordinated teams to further discuss high impacting issues.• Perform daily monitoring and escalation on a high impacting outage issues. As well as monitor availability for all plat forms in a Digital and Cloud Environment and escalate accordingly.• Assist with runbook creation for alerting escalation and monitoring• Detailed documentation of all high impacting /outages.• Create and send partner notifications when outages impact business.• MPLS – Managed and monitored partner connection issues coming into and out of Blackhawks Network servers that are used for financial processing.• Managed and monitored partner connection issues coming into and out of Blackhawks Network servers that are used for financial processing• Amazon AWS - monitored EC2 and RDS instances for resource depletion or health check failures. Modified auto scaling groups to match resource requirements. S3 bucket file management. Show less

Pleasanton, Ca

8/10-Present Bayside Solutions, Inc, Pleasanton, CA Sr. Tech-UMTS GSM NOC Vendor Help Desk-AT&T Mobility• Answer, triage and resolve incoming requests for assistance regarding wireless technology connectivity issues• Provide deployment, integration and commissioning support for Field Engineers and 3rd Party Vendors to troubleshoot connectivity issues at cell sites for the California, Pacific Northwest, Desert Southwest and Rocky Mountain Regional AT&T Mobility… Show more 8/10-Present Bayside Solutions, Inc, Pleasanton, CA Sr. Tech-UMTS GSM NOC Vendor Help Desk-AT&T Mobility• Answer, triage and resolve incoming requests for assistance regarding wireless technology connectivity issues• Provide deployment, integration and commissioning support for Field Engineers and 3rd Party Vendors to troubleshoot connectivity issues at cell sites for the California, Pacific Northwest, Desert Southwest and Rocky Mountain Regional AT&T Mobility Footprint• Monitor, troubleshoot, maintain and repair GSM, UMTS, WCDMA, LTE and 4G Platforms• Provide preventative and corrective technical support on Network Element and Interfaces• Run Pre and Post Key Performance Indicators (KPIs) for service work-shift hand-offs• Perform Acting Lead duties for a team of 12-15 support engineers, including delegation of daily trouble tickets, adherence to SLAs and escalation procedures, resolution of escalations, shift-change hand-off, workflow transition, and preparation of weekly status reports• Train new hires in AT&T Mobility Field Service Delivery Helpdesk procedures• Use of Remedy CTS Trouble Ticket System Database• Tools & Software used: Ericsson OSS, ALU, ALU SAM, Nortel OSS, Nokia OSS, Site Locator, UNIX/Linux, Solaris, Citrix, WCDMA RAN Node Status Analyzer, RBS Element Manager, AMOS, RNC Element Manager, Transport Manager, Netcool, NetAnalyst, Granite, Ericsson WinFiol, Command Handler, Node B, RF, FU, TMA, MHA, RxAIT, EUL, PSU• Employee of the Quarter, 2nd Quarter 2012 Show less

Turlock, Ca

• Prepared documents for court filing and service• Served legal documents in Stanislaus, Merced, and San Joaquin counties• Answered telephones and directed calls to appropriate staff• Prepared copies and maintained office filing system• Data entry of accounts payable and office expenses• Prepared client billing and invoices

San Ramon, Ca

• Assisted outsource call centers with client registration and troubleshooting networking issues to resolve customer technical problems• Greeted incoming callers with general Internet questions• Scrubbed 100-150 orders daily and worked closely with upper management on special projects• Reactivated Prodigy ID’s• Performed daily and weekly status reports for TCW• Assisted Tier2 agents with general troubleshooting issues• Acted as a project liaison to Team… Show more • Assisted outsource call centers with client registration and troubleshooting networking issues to resolve customer technical problems• Greeted incoming callers with general Internet questions• Scrubbed 100-150 orders daily and worked closely with upper management on special projects• Reactivated Prodigy ID’s• Performed daily and weekly status reports for TCW• Assisted Tier2 agents with general troubleshooting issues• Acted as a project liaison to Team Lead• Resolved escalations in a timely manner Show less

Emeryville, Ca

• Answered incoming customer calls• Researched and resolved customers escalated complaints• Provided support for technical related issues• Worked on various networks and related issues• Provided superb customer service• Acted as a liaison to Team Lead Tier 3 support agents

Santa Clara, Ca

• Provided Tech Support (including troubleshooting to inside wiring with field techs, ISPs, Ilecs, and end user customers using UNIX• Tested DSL lines with FT’s ISPs and Ilecs to resolved WAN issues• Monitored and maintained backhaul issues using management software• Troubleshoot and resolved backhaul issues• Received incoming calls, trouble tickets and emails• Successful completion of TAC training