Troy Plavec, Pmp Email & Phone Number

Raleigh, NC

Support Analyst·Responds to Tier 1 & 2 support requests (phone, e-mail and support portal) to resolve technical issues of different complexity.·Troubleshoot the following: - AMI application - Oracle database - Web Services interface ·Diagnoses problems by parsing internal system log files and using SQL queries ·Communicates updates on issues in a timely.

Cary, NC 27513

• Project Management:
• Conduct change requests with customers and control change board. Review and approve changes, then update requests in Redmine.
• Product requirements gathering using brainstorming and Delphi techniques.
• Update project statuses with stakeholders after working with QA testers.
• Liaison between Vendors and Management/Stakeholders on advertising projects.Tier 2 Application support:
• Triaging web page and application issues reported by customers/tier 1 support, creating/updating tickets in Zen Desk and Red mine (Development), for lean local web site. www.leanlocal.com

• Tier 2 Application Support:
• Reviewing daily reports on functionality of all devices posting data to the Energy Information Servers (EIS). If devices were not communicating, determine root cause/s.
• Setup devices( Hardware and Software), Data Loggers (collected data from electrical meters) had to have configuration setup before they were shipped out, and had to point to an object created in the EIS system for data.
• Help customers resolve network communication issues over the phone/email, dealing with Ethernet, Modem (POTS), and GPRS technologies.
• Create/Update maintain tickets using MS Dynamix (support desks) and Jira for (Development)Network Administrator:
• Create, disable, and modify user accounts/groups using Active Directory.

• Assist in setup, running, and break down of Grass/Sand Volleyball tournaments in the Raleigh/Durham, NC area.
• Equipment maintenance of 20 + nets, power system, audio system, trailer, & fencing.
• Tournaments occur 3 weekends a month from April to October. Approixmately 20+ tournaments a year.
• Tournament participants include up to 320 people.

• Provide daily support for Client Services team and act as a primary point of escalation for questions or problems with Microsoft AdManager products and/or third-party Ad serving operations. Averaged 60 – 90 tickets a.
• Primarily support the local Client Services office, but also work as a member of the national PSE team, sharing knowledge and best practice and balancing workloads and project assignments as necessary.
• Engage directly with clients to provide product consultation and/or assistance during project implementations.
• Escalate issues as necessary to Tier 3 and serve as ongoing liaison back to Client Services regarding issue/project status.
• Work closely with other departments, including IT, Software Development, Program Management and Product Marketing as a representative of the Client Services department, helping to inform the prioritization and.
• Work closely with same aforementioned groups to ensure Client Services readiness for new product releases.

• Travel internationally to various client sites for service and support.
• Provide technical service for existing products and new products.
• Troubleshoot and repair/replace circuit boards, chips, sensors, connectors, motors, and wiring in Cubiscan product lines.
• Provide support to engineering staff and management as needed.
• Prepare and maintain accurate service records/ transactions of work performed.
• Provide technical support for customers including creating and updating helpdesk tickets.

• Provide desktop support for approximately 30-40 calls per day in a call center environment.
• Diagnose and troubleshoot a variety of technical issues pertaining to MS Windows 95/98/2000/NT, for servers and various hardware components.
• Demonstrate exceptional customer service and communication skills to effectively diffuse any customer issues/complaints

Raleigh, NC

• Site Manager
• Worked with Event Managers to setup and breakdown events. Events included: Progress Energy's 50th anniversary (8000+) people, Multiple Business Client family days at Camp Kanata, NC Legislation group, 1999 US Open in.
• Included working with the clients and vendors directly: Hotel/Convention Center management, Hotel/Convention Center staff, Caterers, Bands, Disc Jockeys, Florists, Electricians, Sound A/V, Game organizers, Security.
• Created and maintained displays, games, arrangements, backdrops, lighting, sound, and equipment.
• Managed personnel of up to 8 employees & volunteers during events.

Bachelor Of Science, Industrial Technology

Activities and Societies: Sigma Nu Fraternity, President - Lacrosse Club, Varsity Cross Country

Associate Of Applied Science, Information Technology/Networking

Activities and Societies: National Vocational-Technical Honor SocietyDean's List - 3.8 GPA