Reginald Jolly Email & Phone Number

United States

In addition to my duties as Associate NOC Engineer as a System Admin, I serve as bridge between various support groups during system and/or network outages, working directly with internal engineers and third party vendor engineers to remediate outage issues.Interface directly with service providers, customers, field technicians, service contractors, and field service coordinators to troubleshoot and resolve network-related issues. Send regular updates to leadership regarding outage until resolved.Create detailed trouble tickets via Service-Now in accordance to company's SLAs.

Greater Atlanta Area

Use of monitoring tools such as Solar Winds and SD/WAN, Accenture MSS, Cisco AMP for Endpoint, MineMeld, Proofpoint, StealthWatch, Cradlepoint, Cisco DNA Center to manage and monitor network health and security, diagnose and troubleshoot network failures and power usage, minimizing down time and prevent and address security breaches. Managed control protocols for LAN / WAN infrastructure. Ensured proper DNS, IP, Firewall, VPN, VoIP and server configuration for customer networks. Served as liaison between various support groups during system outages and worked with third party vendors and/or service providers to remediate outage issues. Interface directly with service providers, customers, field technicians, service contractors, and field service coordinators to troubleshoot and resolve network-related issues. Create trouble tickets via ServiceNow in accordance to company's SLAs.

Atlanta

Provide technical support to resolve user problems without dispatching Client support staff whenever possible; Guides, advises and informs Help Desk Analysts as to appropriate procedures and processes. Trains new personnel on use of the help desk systems and applications. Assign cases to help desk analysts and to proper departments. Attends seminars, workshops to maintain up-to-date knowledge of help desk operations and related systems. First line of support for escalations.

Atlanta

Performed laptop and desktop reimaging and deployment and supported technical and business systems. Troubleshooting and resolving hardware and software related issues within SLA Communicated ticket status and updates to internal customers, peers, and provided daily report to managementManaged escalations, while setting proper expectations.Worked effectively and independently on assigned projects. Collaborated with senior Support Analysts to identify, investigate and resolve complex technical issues.Provided Tier I support for iPhone/iPad and Network Printers.

Provided Tier II technical and business support for all Inventory customer service issues to AutoTrader.com, internal and external customers. Utilized Oracle and UNIX databases along with internal applications to troubleshoot and provide appropriate resolutions.Provided phone coverage and resolved ticket in the Technical Support queue. Responded to internal and external customers via phone, fax, and electronic customer requests within company SLARecommended solutions to resolves ongoing problems associated with customers issues through a defined escalation process utilizing appropriate internal tools.