Management Technical Support

Summary

Skilled technician with an eye for detail and willingness to dig deeper for what to the why. Agile to the evolving technical climate adapts easily to new challenges.

Experience

Network Engineer/ SKM Implementation - UNISYS Feb 2013 to Present

Monitoring of network events and support for multiple clients, major cities, governments and other entities.

Triage issues within events as they impact clients including but not limited to Telco and Networking.

Quickly meets all SLA’s for notification, meeting client requirements and desired resolution.

Able to rapidly understand new clients’ needs and processes to ensure positive results and client satisfaction.

Build relationships that best allow me to be an advocate for the client and UNISYS.

Quickly identify gaps in documentation of process and procedure as new requirements are rolled out to the environment.

Integral part of implementing Service Knowledge Management (SKM) for the NA Network Operations Center team.

Authoring of knowledge management articles and implementation of the knowledge management library.

POC for creating global change requests and maintaining accuracy per documented procedures.

Work Flow coordination for Tier 3 engineers.

Communications liaison between customer, engineers and Management.

Team Supervisor - UNISYS Oct 2007 to Feb 2013

Supervisor Incident Management for NA accounts and several global accounts

Established procedures for Incident and Escalation Management.

Strong proven skills in analytics and process improvements.

Achieved SLA’s per requirements to client and company standards.

Monitored and managed call floor for a broad spectrum of clients including financial, government and start up accounts.

Mentoring and developing core skills and team building in agents and new Supervisors.

Developing agent’s and Supervisor’s strengths, empowering responsibility and confidence for higher performance and individual growth.

Raised agent attendance to company acceptable levels and standards on three different queues.

Works independently without supervision, meets goals effectively, result oriented.

Strong time management skills.

Help Desk Support Rep - UNISYS Dec 2005 to Oct 2007

Effectively multitask and worked through voice, chat and internal tickets.

Assisted all forms of technical support requested using RDP or client supplied admin tools.

As a member of the senior agent team, responsible for working with new hires as mentor.

Mentoring and developing core and team skills creating efficiency plus effectiveness.

Created and provided knowledge articles as gaps were identified in day to day work.

Skilled in quickly identifying root cause of issue and driving to resolution.

Effective communicator between customer and leadership.

Works independently or with a team well, service and customer oriented.

Comfortable and adaptable to a rapidly evolving growing environment.

Education

ITT Technical 1999 - 2001

Associate of Science in Computer Networking Technologies

Areas of study included Software, Hardware, Architecture and programming.

Skills

Skilled at team building, growth and development, mentoring, critical thinking, analytics. My strongest skill is building relationships with peers of all levels and customers. Have had DoD clearance of Secret.

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