Jessica Litwin Email & Phone Number

West Palm Beach, Fl, Us

San Francisco, California, Us

London, United Kingdom , Gb

Monitored system performance and provided support for unresolved customer issues for NTTA, a global telecommunications and data management company. Administered end-to-end server administration in a large scale, multi-site, mixed architecture environment with various *NIX operating systems including CentOS/RHEL, Solaris, FreeBSD, and IRIX. Operated remote hands internationally to quickly diagnose and recover hardware failures. Distributed periodic QA processed code releases. Created and updated documentation to streamline processes.● Designed, tested, and regularly enhanced requests to a set of userspace scripts written in Perl 5 which replaced several existing aged automation processes, increasing usability and reducing wait times by 80%.● Drafted numerous scripts in Perl and various shell languages to allow quicker gathering of platform metrics, resulting in subsequent audits taking 50-75% less time.

London, United Kingdom , Gb

Responsible for handling telephone and e-mail tickets from VIP customers in a first call resolution environment. Monitored system performance and provided support for unresolved single-customer and multi-customer issues as they were escalated from the Network Control Center. Augmented and assisted the UNIX Systems Administration team with investigation and resolution of single-customer, multi-customer, and server-wide issues.

London, United Kingdom , Gb

Responsible for handling tickets from lower-tier support as well as handle escalated tickets or calls from customers. Acted as liaison to other departments to resolve Operations or other nontechnical issues that could not be solved at tier 2 level. Responsible for creating and maintaining training documentation where required as well as providing training to small (15-20) groups of people at a time. Performed on-call duties as required.

London, United Kingdom , Gb

Responsible for primary support with a twelve-person team including first-touch resolution of issues not correctable at the lower support levels; creating and maintaining both departmental training material on various topics relating to procedure and technical issues as well as providing training to small groups (15-30 people) at a time. Also responsible for maintaining an exhaustive knowledgebase of technical issues for use by the entire Technical Support department. Performed on-call duties as required.

London, United Kingdom , Gb

Provided technical support to SMB hosting customers on a variety of *nix and Windows server platforms via phone and e-mail; assisted with technical issues including but not limited to DNS, E-mail, FTP, HTML, CGI and other scripting languages, MySQL, MSSQL, and e-commerce solutions such as ShopSite and Mercantec and multimedia.