Peter Raposo Email & Phone Number

• Provide first level point of contact for customer via phone and electronic, E-mail, Carrier Portals• Monitor Network Management tools for incoming events based on severity and priority• Receive, evaluate and communicate Carrier Maintenance activity with customers to minimize impact to their business operation• Schedule and provide support for off-net test and turn-up activities• Create, update, and route trouble tickets per defined processes

Burlington, Ma

• Monitoring of Net Cool surveillance of Digital, Optical, BITS Clocking, DWDM, SONET, ATM, and Router technology and their associated telecommunications equipment• Interface with carriers, vendors and support teams to resolve complex network issues to maintain a duplex and reliable network infra-structure for customer service reliability• Manage and execute maintenance actions and network change control to maintain a reliable network for 99.99% reliability

Tier 1/Tier 2 System Support Engineer 2006-2009 Excelled as a member of Remote Managed Operations in offering technical support across wide variety of platforms. Offered first and second level technical support and expertise (via phone, remote tools and onsite) for fault isolation on complex system/network problemsAssisted with installation, de-installation, break/fix, upgrades, evaluations, performance issuesProvides technical work direction and training to other staff… Show more Tier 1/Tier 2 System Support Engineer 2006-2009 Excelled as a member of Remote Managed Operations in offering technical support across wide variety of platforms. Offered first and second level technical support and expertise (via phone, remote tools and onsite) for fault isolation on complex system/network problemsAssisted with installation, de-installation, break/fix, upgrades, evaluations, performance issuesProvides technical work direction and training to other staff members as well as support documents in company's customer knowledge baseFacilitated event management via troubleshooting ticketing system while adhering to proper escalation procedures ensuring timely problem resolutionOffered considerable contributions to building operational processes and problem resolution knowledge base Show less

In-depth troubleshooting and problem resolution of L2 remote storage management tasksPerform disk volume operations including adds, removals, splits/establish of point in time BCV'sPerform Fabric troubleshooting, zoning and capacity trendingCreate backup classes, schedules, retention policies and associated volume poolsPerform scheduled and on-demand backups and restore recovery tasks for external remote clientsProactive SAN monitoring and preventive… Show more In-depth troubleshooting and problem resolution of L2 remote storage management tasksPerform disk volume operations including adds, removals, splits/establish of point in time BCV'sPerform Fabric troubleshooting, zoning and capacity trendingCreate backup classes, schedules, retention policies and associated volume poolsPerform scheduled and on-demand backups and restore recovery tasks for external remote clientsProactive SAN monitoring and preventive maintenanceComprehensive client media managementMajor contributions in building operational processes and problem resolution knowledge baseProvides technical work direction and training to other staff members Show less

Perform Installation and configuration of Legato Networker Server and client softwareConfigure and manage tape drives and automated tape librariesPerform data recovery and disaster recovery operationsMonitor backups, coordinate corrective measures for problems, perform data restoresInstallation and cabling of new hardware and updating appropriate db tablesPerform server, device, and memory upgrades

Maintained contact and followed up with customers until account was resolvedInformed/updated management of all potentially serious delinquent situations