Rob Matthews Email & Phone Number

Monitoring of advanced systems, including Unix and Windows 2008 servers, Oracle and SAP databases, andenterprise-level development applications in a 24x7x365 environmentTriage server side error messages to relay relevant information to appropriate support staff for resolutionHandle internal requests through email, telephone and ticketsGenerate weekly statistical analysis reports based on gathered systems environment and ticketing data

Identified, coordinated and documented preventive, proactive and corrective maintenance requirements.Co-ordinated escalations from the NOC Team to other support teams as neededProvided daily reporting on service impacting issues and prepare subsequent incident reports as requiredPerformed trending analysis of common or repetitive problems to continually improve the infrastructure and quality of serviceInteracted, as needed, with client teams and involvement in assigned… Show more Identified, coordinated and documented preventive, proactive and corrective maintenance requirements.Co-ordinated escalations from the NOC Team to other support teams as neededProvided daily reporting on service impacting issues and prepare subsequent incident reports as requiredPerformed trending analysis of common or repetitive problems to continually improve the infrastructure and quality of serviceInteracted, as needed, with client teams and involvement in assigned projectsEnhanced communications between teams to reduce impact of incidents as they occur.Assisted with the management of changes to the production site to maintain stability and availabilityWorked with multiple teams of various technical disciplines to not only fix issues, but be able to provide timely status and complete updates in corresponding ticketManaged shift resources according to daily goals and objectivesActed as a backup for the NOC Manager in his/her absence, with the ability to manage personnel and team goals.Assisted with the recruiting, interviewing and training of NOC personnel. Included on-going mentoring to team membersEnsured all tickets were prioritized correctly and proper escalation was applied Show less

Handled the communication and coordination of efforts between multiple teams during system outagesMonitored systems and network traffic in a 24x7 environmentProvided quick trouble shooting support to assist in identifying issues and relaying that information to related/necessary support teamsGenerated statistical analysis reports based on gathered systems environment dataHandled departmental/customer requests through email, telephone and ticket requestsProvided documentation… Show more Handled the communication and coordination of efforts between multiple teams during system outagesMonitored systems and network traffic in a 24x7 environmentProvided quick trouble shooting support to assist in identifying issues and relaying that information to related/necessary support teamsGenerated statistical analysis reports based on gathered systems environment dataHandled departmental/customer requests through email, telephone and ticket requestsProvided documentation of incidents and eventsExperienced in documentation updates as company policies/procedures changeCreated internal NOC web page with included news page and automatically generating reports page using PHP, MySQL and Perl scripting Show less

Level 1 and Level 2 supportSupported Lotus Notes 5 and 6.5 for Deutsche BankHandled XP/mainframe server administration/accounts for custom Deutsche Bank applications

Level 1, Level 2, International SupportProvided technical support for Toshiba North America by troubleshooting hardware and operating system failures and correcting network connectivity problems across all levels of the consumer platform

Provided solutions to MSN Internet members relating to Internet Connection Set-up and trouble shooting technical issues for both hardware and software difficulties

Education record

Education record