Infrastructure support team provide on-going, post implementation support for North America applications and infrastructures. Focusing on ensuring a “customer” focused, “high up-time” model for our applications and infrastructure and being the center of excellence for both internal and external user communities. Our support services leverage the best of internal and external resources to drive a cost effective model for business support. • Manage of North America change advisory board (CAB) for all changes• Manage services and projects guaranteeing commitments according to SLAs. Point of contact for the deployment, adoption, governance and maintenance of technologies• Performance and uptime network monitoring, and troubleshooting with SevOne and netflow• Handle escalations and see issues through to resolution• Work with different partners in an outsourced environment

The GDBS Service Delivery Lead will liaise with functional business stakeholders across the organization to achieve consistent delivery of quality services. We derive day to day operational excellence through a highly organized and structured approach, tirelessly seeking improvement and supporting a passion for driving great service, customer engagement and embedding of GDBS technology and services.• BAU Escalations (vendor management, Business support) and process improvement• Reporting and insights of tickets/trends and dashboards• Communications to stakeholders of alerts, updates, and outages• Problem and asset managements• Service introduction reviews and approvals

Contracted to key accounts to provide high-level technical support services to clients. Manage, support, maintain network systems; providing both onsite and telephone support for 6 offices and 13 remote wineries. Evaluate daily trouble tickets to ensure achieving of Service Level Agreements between client and IBM.• Continue assignment with Diageo supporting 2400 users across NA; collaborating with 12 team members.• Assist customers with hardware and software problems troubleshoot and resolve a wide variety of performance problems.• Escalate technical issues as needed, documentations and log all activities.• Tasked with multiple projects such as Seagrams, Chalone Wine Group and Rosenblum integrations• Performed three rounds of systems roll out throughout North America• Work with Diageo IS partners such as Verizon, Accenture, HP to ensure continues support of Diageo business needs.• Cooperated with external vendors to find solutions that best benefit client: Vendors are IRI, POSR, Napa POS, Acrolon and Calmetrics.

Performed installation, configuration, and routine maintenance for all Netware and NT servers, which entailed User and Group administration, backups, software upgrades, printer setup and connectivity, and LAN problems. Trained all new hires on the use of computer systems and business applications.• Provided support and planning for critical requirements including: Server administration, computer builds, software loads, product testing, vendor relations, and project management.• Performed backup procedures to ensure hardware/software utilization at maximum capacity and to minimize loss of production time to users.• Avaya Definity, IP Office, Octel, Audix, and Merlin Legend Administration - Create accounts. Trained users. Troubleshoot problems. Documented processes and procedures. • Act as Liaison between MCI, ATT and Avaya• Assisted several offices in relocation/closing by establishing and implementing schedules for PC and server moves, designing the telecom/server room and developing wiring scheme.• Review and approve Change Management for West IMC for potential impact to business and making sure the correct process was followed

Provided technical assistance to 900 users, assisting with network access, printing, and application software operation. Documented departmental procedures to configure, install new equipments, recycle hardware systems, and maintain corporate standards for system compatibility.

Performed in-house warranty services for laptops/desktops/printers/servers: Compaq, Dell, IBM, Lexmark, and MAC. Installed, debugged, and configured software applications to meet client specifications.

Provided technical support in Microsoft Windows 95, NT4.0 and Novell operating systems and Microsoft Office 95/97. Diagnosed network connectivity. Stocked, ordered, and maintained hardware stock to meet consumer demands.

Operated and monitored A7 Unisys, Honeywell mainframe and personal computers. Maintained the tape library, logs, and documentations.