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 manner to ensure client satisfaction and manage the customer relationship.·Work with Tier 3 support on unresolved issues and follow up with customer to ensure resolution.·Collaborates with internal departments to effectively resolve technical issues. ·Maintains awareness of service level agreement targets to help meet and exceed requirements.·Documents problems status and resolutions to maintain support history.·Develops tools and scripts to help in troubleshooting technical issues.

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 • Determine root causes of issues: Web Server down (Apache Solr), Configuration files not updated properly (Constants file) between servers, working with DEV on more complex issues.• Make updates to the Oracle 11.2g database using built in admin tools from the lean local application, or using SQL Developer for more complex SQL operations (create, insert, delete, commits) to table data.Quality Assurance\Testing:• Automated/Manual testing on web site functionality, searches, user account creations, and payments using IMacros.• Manual testing of Lean Local applications on Android & IPhone mobile devices.

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 to be transferred to the database (Oracle 11g). Knowledge of OBIS codes and Electrical standards were required.•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.•Clear DNS cache and re-synch with Corporate DNS server.•Assign IP reservations (per MAC address) to electrical meters placed on the network for testing.•Assist users with VPN connectivity with corporate servers in Belgium.Desktop Support:•Procure new laptops from Dell for employees (new and existing), setup OS (XP or Win 7), install anti-virus, VPN and Business software (Word, excel, Power Point, Project).•Setup exchange accounts in MS Outlook on new laptops.•Maintain records of Asset numbers, software license keys, cable security lock combinations.•Identify and resolve daily computer problems (viruses, broken file shares, physically broken laptops).Quality Assurance\Testing•Test new customer Jar files from DEV, before sending to customers. Included replicating customer environment (installing same version of Java, EIS application, Oracle, and then importing a copy of their database, to test against).•Creation of new importers/exporters in EIS to assist in User Acceptance Testing for new file types.

•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 month.•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 development of products and features. •Work closely with same aforementioned groups to ensure Client Services readiness for new product releases.•Identify and document procedures and practices specific to working with the Atlas Media Console, advanced products, features and functions, as well as industry-specific topics and internal operations. •Deliver internal employee training as needed, including ‘train the trainer’ sessions, ‘classroom’ training and 1:1 coaching.•Provide Operational expertise around assigned products/projects and insure that they can be effectively supported.•Identify and/or create tools or new processes to provide efficiencies to client service operations.•On-Call responsibilities may be required.•Special Projects as assigned. (Projects include: Created Training for New Hires, Visual Knowledge Base, and Impact Review Board).•Ranked #1 of 15, in customer service surveys.

• 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.• Install firmware and software on different OS platforms.• Perform diagnostic testing on controllers for Cs-100,150,200b, 200tl.• Production of Cubiscan 100 dimensioning system.

• 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 Pinehurst Resort (smaller side event within overall tournament), etc...• 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 (City PD and Hotel Security teams).• 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