Ralph Hansen Email & Phone Number

Managed large scale technology incidents and root cause analysis. Supported major incident-problem management processes across the Open Text organization. Facilitated 2 to 3 calls weekly to determine root cause and preventative actions. Tracked, updated, and reviewed 100 + tickets to ensurecompletion.Incident Management: Worked closely with Delivery Managers and Global Infrastructure and Application Run Teams to document 3 to 4 major incidents daily and performed root cause analysis to determine preventive actions.Request Fulfillment: Daily Assignment of preventive action tasks to multiple support persons and scheduled follow ups for each assigned problem.

Burr Ridge, Illinois, United States

Bolingbrook, Il.

Preventive Maintenance Technician, Accel Entertainment, Bolingbrook, IL. May 2016 to presentLicensed Terminal Handler: Responsible for on-site preventive maintenance of Video Gaming Terminals.General cleaning, including VGT printers and bill validators. Assigned 75 sites through out the Chicago Metro area.

Home Office / Remote Worker

Supported Major Incident-Problem Management processes across the OpenText organization. Managed large scale technology incidents and root cause analysis. Supported major incident-problem management processes across the Open Text organization. Facilitated 2 to 3 calls weekly to determine root cause and preventative actions. Tracked, updated, and reviewed 100 + tickets to ensure completion.▪ Worked closely with Delivery Managers and Global Infrastructure and Application Run Teams to document 3 to 4 major incidents/problems daily and perform root cause analysis to determine preventive actions▪ Detailed documentation and write ups provided to all parties involved in problem. Preventive action tasks assigned to required support persons. Scheduled tickets for follow ups, participtated in support teams weekly calls to update teams assigned tickets. Pushed assigned tickets to completion.

Home Office / Remote Worker

Monitored and analyzed server capacity and performance. Generated weekly metric reports for management, flagging virtual servers and applications needing performance upgrades or tuning. Performed readiness reviews as required of servers, prior to servers going live. Configured parameter files for live Linux servers, set threshold alerting levels to notify operations center when possible issues were occurring.▪ Participated in and facilitated weekly calls to address performance issues before they became major incidents / problems. Provide additional reports / charts as required, opended and assigned incident tickets to support teams.

Ibm / Schaumburg, Il

Certificate In Computer Forensics, It, 3.5

Focused on the preservation, identification, extraction, documentation and interpretation of computer data. Topics covered include.

Bachelor'S Degree, Computer Information Systems