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Support Service

Location:
Phoenix, Arizona, United States
Salary:
$17
Posted:
February 06, 2018

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Joey Loredo

Phoenix, AZ *****

ac4dbr@r.postjobfree.com

Education:

Community College of Aurora

Major: Computer Programming for Business

Work Experience:

**/**** – Present ApTask 888-***-****) CenturyLink

379 Thornall St. 1025 Eldorado Blvd

Edison, NJ 08837 Broomfield, CO 80021

NOC - Infrastructure Technician (Contract)

Core responsibilities-

●Administer, troubleshoot, configure, tunes and monitor information systems components.

●Working with servers, storage, applications, environments and telecommunications to ensure ongoing operation of Company's core information systems infrastructure alerts.

●Supports multiple operating systems and environments on various platforms.

●Responds to, addresses and resolves all server-related, end-user hardware and software service requests.

●Work on scheduled hardware and software server maintenance.

●Implements and documents new server implementations.

●Supports third-party applications concerning these servers.

●Troubleshoots environment and scripting issues.

●Work tickets (Remedy/Service Now), validating issue using ZABBIX that come into the queue with Service Now. Run bridge calls for P1/P2 outages and impairments.

●Worked in the server environment in order to maintain level3’s technology environment and ensure it is running properly from a server perspective. UNIX, and NT Windows Basic Commands in the servers.

07/2016 – 10/2017 Pomeroy Headquarters CenturyLink 866-***-****)

1020 Petersburg Road 5325 Zuni St Hebron, KY 41048 Denver, CO 80221

800-***-****

NOC- Systems Support Specialist (Contract)

Core responsibilities-

●Provides first level Network/Mainframe/Midrange IT support for all end-users via telephone and email

●Monitor servers, network and applications utilizing standard tools. Including but not limited to Remedy products and Tivoli.

●Answer daily calls for support related to NOC issues. Ensure resolutions and documentation requirements are followed in resolving issues and assigning the NOC incident to the proper area for Root Cause Analysis. Meet all SLA deadlines

●Reviews service logs and tickets for proper handling and resolution.

●Provides ticket updates and other information to customers.

08/2015 – 05/2016 Vincent Benjamin DirecTV 720-***-****)

950 17th St. Ste 1910 370 Inverness Dr. S

Denver, CO 80202 Englewood, CO 80112

NOC Analyst (Contract)

Core responsibilities-

●Monitor servers, network and applications utilizing standard tools including but not limited to remedy products.

●Drive operational best practices for Unix systems based on ITIL (incident management, change management, configuration management).

●Ensure SLA’s are met for the systems.

●Answer daily calls for support related to NOC issues. Ensure resolutions and documentation requirements are followed in resolving issues and assigning the NOC incident to the proper area for Root Cause Analysis

●Provides support and coordination for High Priority Incidents.

●Ensure the Problem and Escalation Management procedures are correctly followed and that all problems are recorded in the appropriate problem management tools

●Collects configuration changes resulting from repair; tests and identifies procedures to improve support; contributes to knowledge base content.

●Reviews service logs and tickets for proper handling and resolution.

●Provides ticket updates and other information to customers.

07/2014 – 06/2015 KForce Corp HQ 877-***-****) Kaiser Permanente

1001 E. Palm Ave. 6560 Greenwood Plaza Blvd

Tampa, Florida 33605 Englewood, CO 80111

NOC - IT Project Manager (Contract)

Core responsibilities

●Coordinate critical system maintenance which will include large complex application

●Organize and schedule work across Kaiser's IT Organization

●Supporting development and maintenance of project plans

●Coordinating and planning maintenance window activities

●Creating metrics and reporting to senior leadership

●Updating budget and reporting metrics

●Effectively communicate with customers and the technical teams in terms of understanding what's required to support the maintenance efforts.

●Creating metrics and reporting data to senior management via nightly reports

04/2012 – 07/2014 Artech 973-***-****) IBM

240 Cedar Knolls Road 6300 Diagonal Hwy

Cedar Knolls, NJ 07927 Boulder, CO 80301-9270

NOC - Server Support Specialist (Contract)

Core responsibilities

●Mandatory call response in a timely manner

●Focal point and handling all Sev1 critical issues

●Coordinate correcting critical issues of Loads or Retrievals failure

●Identify when ISIX application are not processing files

●Handle Node down and DB2 outages and IES EOM failure

●Dispatch Sev2 issues such as, loss of redundancy (Adhoc application. Fibre channel).

●Issue part replacement on a LTO and create a workaround till issue is resolved

●Knowledge of SLA impact and insure recoverability

●Engage Performance support if necessary and assess bank(s) impact

●Notify customer(s) on a timely basis of Sev1 critical issues.

●Log your process of who and when you talked to bank(s).

●Determine from support team how long till service recovery is complete

●Determine problem ownership such as is this an application, system, network issue

●Identify support and ensure they have all the support they need.

●Invoke disaster recovery plan if appropriate.

02/2010 – 04/2012 Truestone, LLC 703-***-****) Denver Federal Center

Corporate HQ Lakewood, CO 802**-***** Park Center Road Suite 300N

Herndon, VA 20171

Help Desk Technician (Contract)

Core responsibilities

●Resolved variety of hardware, software applications issues.

●Heavy use of Active Directory

●Installed software and peripherals on individual workstations

●VPN, remote access to support and do trouble shooting

●Produce service request/problem incident reports, initiates follow-up to ensure timely disposition and closeout and track all action items and referrals through resolution.

11/2009 – 01/2010 Prosum 310-***-****) DIRECTV, Inc.

2321 Rosecrans Avenue 165 Inverness West

Suite 4225 Englewood, Co 80112

El Segundo, CA 90245

Event Management (Contract)

Core responsibilities

●Provide advanced application services to clients based on assignments from Customer Account Managers

●Generate system reports on a daily and weekly basis

●Manage work requests using online ticketing and issue tracking system

●Follow-up with resolution to problem solve any issues

03/2008 – 11/2009 First Data Technologies Inc

6200 South Quebec Street

Greenwood Village, Co 80111

303-***-****

NOC - OP-OS-Senior Tech Process Specialist (First Data moved out of state)

Core responsibilities

●Monitor and control multi-technology computing platforms and including LAN and WAN networks, midrange platforms, mainframes and/or servers via central console or on-line terminals.

●Investigate user status in the system and explain with corresponding details

●Log advanced issues and escalate as appropriate

●Provide Tier 2 technical product support as escalation to resolve customer issues with application.

●VPN, remote access support and troubleshooting. Assist users in diagnosing and correcting operating system problems and repairing equipment.

12/2007 - 2/2008 TouchStar Corporation

3025 S Parker Rd Aurora, Co 80014

866-***-****/888-***-****

Install Engineer (TouchStar went out of business)

Core responsibilities

●90% travel both domestic and abroad. Install and/or Train TouchStar systems on-site with customers.

●Travel to customer site and either Install a TouchStar solution or Train the customer to use the TouchStar solution, or do both concurrently.

●Equipment and OS, UNIX server and Sql-servers.

●TouchStar Solutions include the TouchStar dialer with heavy Scripting (SQL)

●TeleScript or eTeleScript systems with Scripting, Microsoft environment

●Windows NT and Microsoft Office products.

●Call and Work-Flow scripting and advanced commands training.

03/2006 – 12/2007 First Data Technologies Inc

6200 South Quebec Street

Greenwood Village, Co 80111

NOC - OP-OS-Senior Tech Process Specialist

Core responsibilities

●Monitor and control multi-technology computing platforms and including LAN and WAN networks, midrange platforms, mainframes and/or servers via central console or on-line terminals.

●Investigate user status in the system and explain with corresponding details

●Log advanced issues and escalate as appropriate

●Provide Tier 2 technical product support as escalation to resolve customer issues with application.

●VPN, remote access support and troubleshooting. Assist users in diagnosing and correcting operating system problems and repairing equipment.

References:

Manny Berry

IT Admin

E-Mail: ac4dbr@r.postjobfree.com

Cell: 720-***-****

Kreig DuBose

Principal Engineer

Charter Communications

E-Mail: ac4dbr@r.postjobfree.com

Office 503-***-****

Diana McCumber

Pomeroy

5325 Zuni Street

Denver, CO 80221

E-Mail: ac4dbr@r.postjobfree.com

ac4dbr@r.postjobfree.com

Cell: 303-***-****



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