Randy Lewis Email and Phone Number

IT Infrastructure Monitoring and Maintenance:Monitoring and support of production Autosys jobs, troubleshooting and resolution of production issuesJobs / schedules monitored and supported via CA iXpManage, triage, and resolve production incidents of supported applications based on customer defined service level agreements.Perform system debugging/server health checks via Splunk and DynatraceApplication traffic routing conducted via FDNS and ART ToolTroubleshooting of Appian applications via Appian DesignerChange Configuration Management:Coordination of production changes across multiple teams including infrastructure, information security, development and business partnersSupport production release activitiesIncluding but not limited to business continuity and disaster recovery activitiesDeployment of application code via with Ansible TowerProduction Governance:Collaborate with development team and business partners on support requirements, configuration, log management and business functionsDocument application support processes and proceduresProblem Management:Creation, research and resolution of PBIs (Problem Investigation) and PKEs (Problem Known Errors)

IT Infrastructure Monitoring and Maintenance:Provide constant monitoring of various applications performance via Splunk, AppDynamics, SiteScope, Synthetic Transaction Console Heat Map, and CyaraResponsible for the acknowledgment of Clean Console alerts from said monitoring systems for various applications in a timely manner and following the proper procedure to remediate said alertsProcedures may includeOpening a ticket in the Remedy tool, assigning it to the appropriate support group and informing them via Mattermost or News pageRestarting Java Virtual Machines (JVM) via WebSphere Admin ConsoleEnabling/disabling health checksRuting application or telephony trafficAppDynamics machine agent restartsOpening a bridge line and engaging the appropriate support groups in order to triage the issue from which the alert stemsResponsible for routing certain application and telephony (IVP) traffic between data centers during active major triage incidents and planned/unplanned changesApplication traffic routing executed via AppViewX and BladeLogicTelephony routing performed via AT&T Route It! (formerly Business Direct) and Verizon Network ManagerPerformance Reporting:Currently accountable forConnecting with multiple application support teams in order to send communications that inform leadership of certain impacting major incidentsFormerly accountable forAcknowledging pages and leading triage efforts on conference calls for incidents that affected supported line of businesses and tracking the impacts of those issuesRecording of the incident details and impacts, translating them into non-technical terms and sending them to the leadership of the affected line of businesses

Hardware and Software End-user Support:Deliver service and support to end-users by operating automated call distribution phone software, via remote connection or over the InternetProvide technical and network problem resolution to end-users by performing technical problem diagnosis while guiding users through step-by-step solutionsSolutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling applications, verifying proper hardware and software configurations, power cycling equipment, assisting with navigating around application menus and troubleshooting email issuesAccurately process and record call transactions using a computer and designated tracking softwareEscalate unresolved incidents to appropriate resolver specialists to maintain the service level agreementIdentify and escalate priority issues per Client specificationsFollow up and make scheduled call backs to customers where necessaryContact hardware vendors to repair or replace malfunctioning devices that are still under warrantyPerform various tasks utilizing certain software and hardware specific to the airline industryNetwork Oversight and Security:Responsible for the creation and management of functional mailboxes and distribution lists in the Exchange Management ConsoleSubject to add/remove/edit user access in Active DirectoryCapable of resetting voice mail passwords, unlocking accounts and editing notification settings in Cisco Unity AdminAble to push designated software to computers and virtual machines through SCCMIT Infrastructure Monitoring and Maintenance:Support virtual desktop machines through the use of VMware View Administrator

Hardware and Software End-user Support:Deliver first level contact and support for Windows pc’s, multiple brands of printers and mobile devices to all employees and external clients worldwideProvide first call resolution of at least 75% of incidents including software/hardware malfunctions, system access problems and general user inquiriesEscalate incidents in accordance with business unit guidelines and route unresolved issues to appropriate resolver specialistsIndependently manage voicemail, email and self-service ticket queuesNetwork Oversight and Security:Responsible for the creation and management of guest wireless access accounts to ensure network safety and optimal system performanceMobile Device Management:Serve as administrator for corporate Blackberry devices as well as personal iOS and Android devices with responsibilities including specification and configuration of enterprise activation passwords and application of IT policyProvide additional support to IT clients by overseeing the migration from Blackberry to personal mobile devicesGuide users through the registration of personal mobile devices, implementation of IT policy, and the installation and configuration of third party applications in Android and iOS environments that allow for the secure management of corporate data and emailsAssist end users via telephone and in person with a wide range of questions and requests with their personal devices including email synchronization errors and data backup problemsIT Infrastructure Monitoring and Maintenance:Supervise Citrix virtual desktop machines with responsibilities including the verification of machine status, configuration of system settings, force shut down and restarting of malfunctioning machinesPerformance Reporting:Maintain report of weekly call statistics such as Average Answer Time as well as service outages that have the potential to impact Service Level Objective

Hardware and Software End-user Support:Provided technical support in a Windows and Novell environment to company employees worldwideResponsibilities included phone & email support of level one PC hardware/software, application, telephony and system access issuesAdditional responsibilities included the escalation & resolution of LAN/WAN, application, telephony and call routing systematic issues affecting the user environmentNetwork Oversight and Security:Administered user network accounts according to user requests and compliance standardsPerformance Reporting:Created, edited and retired technical support

Hardware and Software End-user SupportAided in tier-1 level support for all IT incidents enterprise wideResponsible for proper documentation and escalation of PC hardware, application, telephony and system access issues

Hardware and Software End-user Support:Supplied first level customer support services to approximately 13,000 internal and external customers worldwideResponsible for expediting resolution of escalated issues and investigating IT support issues ranging from hardware and software failures to network connectivity and user rights accessPerformance ReportingContributed to the defining and documentation of support processes, procedures and producing reports and metrics