Seeking new opportunities

Contractor for Randstad at L3Harris

Provides front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Responsible for responding to, documenting and resolving service tickets in a timely manner according to an SLA. • Provides exceptional customer service in person, via phone and email as appropriate.• Resolves help desk issues including troubleshooting hardware and software issues• Performs user administration duties.• Researches, resolves, and responds to complex questions received via helpdesk ticketing system, email, telephone calls, call-backs, and/or escalations • Performs root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.• Supports multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.• Works independently, shares information and assists others with work orders.• Uses Service Now ticketing system for incident and task management • Provide hardware/software support for workstations, laptops, thin clients, printers and other hardware devices.

Made process improvement recommendations and identified/recommended appropriate solutions based on customer requests and determined effectiveness of measurement systems. Oversaw administration of CA eHealth, CA Spectrum, CA Performance Management and CA VAIM monitoring software.● Presented monitoring solutions based on customer requirements documents, including Trap management, Log File scraping, performance threshold alerting, customizing events.● Created Technical Design and Build/Test documents for projects.● Engaged vendor support for eHealth and Spectrum successfully.● Analyzed workflow and procedures and made recommendations for streamlining, resulting in improved efficiencies. ● Worked closely with the Operations Bridge to make escalations of alarms more efficient by creating customizations● Installed, configured, customized and implemented CA Spectrum and CA eHealth upgrades. ● Worked using Service Now to successfully resolve internal incidents.● Administered eHealth and Spectrum monitoring software.● Worked with network engineering team to increase capability of VPN routers during peak usage ● Led project to update monitoring database with store locations using Google Earth to provide more accurate information for store outages. This led to increased efficiencies in providing resources to restore communications during natural disasters. ● Directed project to merge monitoring systems after company acquisitions● Mentored, coached and trained new team members who went on to lead successful projects for monitoring team

Worked with customers to help manually validate and update inventory data.● Worked to setup and configure laptops and desktop for customers.● Solved customer IT issues recommending software, CRM, hardware, security, and networking infrastructure changes.● Trained clients on use of implemented technology.● Setup and configured security for new phones, Apple and BlackBerry for new customers.

Attending Networking Events Researching Industry LeadersTracking Industry TrendsParticipating in Industry Discussions

• Supported CA eHealth Performance Management enterprise software for add on applications and database administration.● Supported CA Spectrum – Fault Isolation Network Management enterprise software’s reporting module using MySQL database.● Led the Critical Support Team, directing five individuals to resolve the most critical escalated support issues.● Resolved complex customer escalations with enterprise-level software and provided Java support.● Communicated clearly with customers, sales, product management and engineering teams to provide solutions to customers and manage expectations.● Helped increase customer satisfaction by 19%, from 72% to 91% as measured by customer satisfaction surveys due to implementing stronger customer follow up procedures.● Provided Spectrum monitoring support to include VMWare technologies and infrastructure, ESX Servers and Solaris Zones; Application Monitoring including Operating Systems (Red Hat Linux, Solaris, Windows); Databases including Oracle, DB2, MySQL, Ingres; Web Services; Network Protocols including TCP/IP, LAN, WAN, SAN, WAN, VPN, ATM; UNIX core file and Windows mdmp analysis.● Utilized knowledge of XML code to assist customers in writing policies for Fault Isolation, Root Cause Analysis, and Event Correlation to improve efficiencies in network monitoring.● Able to implement and troubleshoot SNMP v1, v2c and v3.

• Performed technical reviews and share knowledge to proactively identify and prevent issues• Gained an understanding of customer technical infrastructures and environments, hardware, and offerings by onsite visits• Partnered closely with Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues• Provided advice and guidance to customers about current and future CA’s offerings• Managed customer use cases and maintained clear and concise case documentation• Managed customer cases, maintained clear and concise case documentation, and delivered value to customers through documenting and sharing learnings from cases through a defined knowledge management process• Served as a customer advocate within CA

• Opened and provided support for new issues• Provided and provided accurate and timely responses to events presented by customers• Recorded and maintained events, problems, customer profiles, and all pertinent detailed events in the call tracking system• Identified product-related problems, submitted them to engineering with sufficient information to be evaluated for inclusion in future product releases• Assisted in new product beta programs• Provided on-site technical service when necessary• Conducted product, problem, and related technology research projects• Provided technical services to other departments in the organization when necessary • Maintained a working knowledge of released products and the technology surrounding the products to sufficiently support product related issues in a timely fashion with a high degree of expertise• Provided a senior level of support and mentored junior level support individuals

• Opened and provided support for new issues• Provided and provided accurate and timely responses to events presented by customers• Recorded and maintained events, problems, customer profiles, and all pertinent detailed events in the call tracking system• Identified product-related problems, submitted them to engineering with sufficient information to be evaluated for inclusion in future product releases• Assisted in new product beta programs• Provided on-site technical service when necessary• Conducted product, problem, and related technology research projects• Provided technical services to other departments in the organization when necessary • Maintained a working knowledge of released products and the technology surrounding the products to sufficiently support product related issues in a timely fashion with a high degree of expertise