D.MAURICE MITCHELL 252-***-**** acr2ou@r.postjobfree.com

Profile

A highly skilled Information Technology Professional with qualifications in helpdesk, computer operator, and cloud support

Education/Certificates

B.S. of Computer Information Systems

2001-2006 North Carolina Wesleyan College

Rocky Mount, NC GPA 3.5

Professional Experience

4/2010 – Present

Cloud Compute Operations and Support Specialist Level 2 (IBM)

Ø Supports the Cloud Management Services Accounts

Ø Provide Technical Support for various Sap, Cloud, AOD and Ebusiness customers through monitoring, troubleshooting and problem solving

Ø Uses ticketing tools such as Cloud CMS

Ø Uses technical skills to collaborate with other support operations to diagnose problems to resolution

Ø Communicates ideas to account focals and management

Ø Recommends and implements new improvements to existing technical support tools, procedures, and processes.

Ø May provide training for and mentor others on the team.

Ø Contributes to department attainment of organizational objectives and high client satisfaction

Computer Operator (IBM)

Ø Cross platform knowledge (Windows, UNIX / Linux, IBM System)

Ø Monitor tivoli alerts

Ø Monitor cpu usage, hardware issues, hard drive space on various accounts

Ø Uses monitoring tools such as Sap, Ccms, Tivoli Netcool, Batch and Tandem

Ø Engage support / Duty Manager/AVM as required

Ø Service Desk/Send tickets to correct support

Ø Create tickets for server alerts

Ø Monitor SAP Accounts (ex: ATI, GBC)

Ø Applications on Demand (perform control-m job changes/start/stop jobs)

Ø Siebel ticketing system

7/09 – 4/10

IT Analyst (Cisco)

Ø Provide real-time IT support and customer service to employees and customers anywhere in the world.

Improve the customer experience, decrease time-to-resolution, and maximize team efficiency.

Ø View customers' screens, collect system information, and control desktops to resolve issues fast.

Ø Easily monitor, queue, and route support requests with a fully-integrated WebACD system.

Ø Provide personalized support and facilitate communication between customers and representatives using high-quality video.

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