Service Support
Resume:
Joseph Armenti, Jr.
Northvale, NJ 07647 *************@*****.***
INFORMATION TECHNOLOGY
Infrastructure Support...Data Center Operations...Production Support
Background includes 17 years of diverse operations support experience with a strong performance track record. Specific, expertise producing positive results from quick and efficient resolution of multiple platforms
EXPERIENCE:
Lord Abbett & Co. LLC Jersey City NJ 2010-Present
Production Support Engineer
Production Wintel Server Patching/Support – Created all documentation for Wintel Patching. Streamlined version allowed any user to execute process effectively
Team Lead- Trained new employees, provided technical support for entire team.
HP Open View Administration, add/remove nodes, thresholds, specialized monitoring to alert proper application owner.
Cisco Workload Automation administration. Created variables and or job events targeting false failures and reducing escalation to support.
Avocent/KVM console- Upgraded from version 3 to version 4. Changed local logins to AD replication enhancing security.
Service Now – Worked in ITIL environment, created Tape Request Form to track all offsite Tape requests and returns to vendor eliminating loss of tapes.
Wintel 2008, 2012.
VEEAM/Netbackup- Negotiated cost for monthly tapes saving over 20% from previous year.
Strong networking and relationship-building skills across the organization.
Strong collaboration skills, with an emphasis on accountability and teamwork
Production Support Associate
Production Wintel Server Patching- Streamlined process and reduced execution time down to 3 hours
Documentation- Documented all Operational process allowing entire team to keep up with all new procedures.
Rack and Stack Prod/QA/Dev equipment- Supported Three Data Centers, point of contact for all installations.
Infrastructure monitoring- Assisted monitoring engineer to help reduce false alarms reducing incident tickets.
ITIL – Change, Incident, Problem, Service Management
Data Center Specialist
Physical Inspection of Equipment in Data Center to proactively resolve any issues before support needs to be called.
Execute Nightly Batch via Control-M
Documentation of policies and procedures, file restores, and metric reports.
HP OpenView Administration. Node loads, web monitoring.
Dewey & Leboeuf LLP Secaucus NJ 2010-2010
IT Operations
Hardware monitoring via NimSoft: Server, Network Infrastructure, SAN, Power, HVAC
Internet WAN monitoring
Physical Inspection of Equipment in Data Center
Development & Implementation of monitoring solutions
Documentation of policies and procedures
Ernst & Young LLP, Secaucus and Lyndhurst, NJ 2000 –2009
Global IT ~ Infrastructure Support
Quickly and efficiently analyze and resolve problems related to Windows platform including hardware and software. Outstanding troubleshooting skills; problem determination, root cause analysis, permanent problem resolution.
On-going review of systems design; work with team to constantly improve service offerings, service “up time” and overall customer experience.
Provide proactive support for Global Service Desk including Incident and Change Management.
Data Center Operations Support
Provided Second Level Windows OS and hardware support. Part of Multi-Skilled Data Center team to manage incidents on global scale.
Produced and maintained documentation as per departmental document control standards, including run books, release plans, work instructions, service recovery plans and service response notifications.
Wintel Support
Part of highly skilled Windows Administration team responsible for over 2500 Windows servers, operating systems and software platforms. Dell, HP, VM.
Quickly and efficiently analyzed and resolved problems related to Windows platform including hardware and software. Outstanding troubleshooting skills; problem determination, root cause analysis and permanent problem resolution.
Selected to participate with HP Open-View team to assist in configuring templates and adding nodes to Open-View application for monitoring.
Service Desk Technician
Provided first class customer support in high volume tier one Call Center using ticketed system to track IT related issues. Ensured all information systems and technical infrastructures were safeguarded, operational and performing at or above acceptable levels.
EDUCATION & CERTIFICATIONS:
BS, Computer Science, New Jersey City University (2006)
Certification in Technical Support, the CHUBB Institute
Certification: ITIL (IT Infrastructure Library) Version 2 Fundamentals
Service- Now Administration
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