Customer Service Management

Jeremy P. Camps

***********@****.***

***** * **** ** **** Phone: 623-***-****

Peoria, AZ 85345 Cell Phone: 623-***-****

About Me:

I have functioning knowledge in Windows, Networking and UNIX and multiple other technologies. I have a Strong focus

on quality, service delivery and efficiency. I am extremely driven by my passion for understanding new technologies as

they evolve and due to this I provide the flexibility to learn at a very rapid pace. My experiences have prepared me to take

on new challenges whatever they may be and overcome them.

• I have 3+ years in UNIX/Linux Administration with Cyber Trails and CGI.

• Responsible for training new employees for their UNIX/Linux responsibilities

• I’ve Mentored and resolved solutions to uncommon issues for other employees learning the UNIX role.

• I’ve utilized VM Ware to troubleshoot server issues.

• Linux level 1 and 2 incident investigation of tickets and alerts to verify or resolve reported operating system,

hardware or configuration issues. Escalated irresolvable incidents with recommended action plan per priorities

definitions.

• OS (Linux) level support for customers

• Experience providing technical hands-on or help desk support for several of the following technologies

(Windows, Unix, Web Sphere, Linux, and Networking/Telecommunications)

• Helped other team members with processes, duties or questions they had about UNIX or Linux tickets.

• Unix Support Admin: Point of contact for UNIX/Linux/AIX calls or incident tickets.

• Responsible for providing support documentation to help the team better understand work procedures.

WORK RELATED SKILLS

• VMWare Server • •

Active Directory PRTG Network Monitor

• Virtual Box • •

Microsoft Exchange Microsoft Office Suite

• Windows XP • •

BlackBerry Enterprise Server Microsoft Excel

• Windows 7 • •

Microsoft SharePoint Cisco configuration

• Windows Server 2003 • •

SolarWinds: Orion NPM/APM Patching and network

• Windows Server 2008 • configuration

Bash, Shell, and VB Scripting

• Type over 100 WPM

• Windows Server 2012 • Experience with SAN

• VPN troubleshooting

• Unix: Linux/Solaris/AIX

• UNIX VCS Failover

WORK EXPERIENCE

CGI: Unix and Failover Team Lead April 2014-Current

• Unix Systems Administrator • Responsible for training new employees for their

• Follow through and make contact with engineers Unix responsibilities as well as provide support for

issue resolution if team members required guidance

from the moment hardware failure happens to the

moment

• Ensure that all scheduled VCS cluster failovers • Coordinate hardware cases in the event that a

happen when scheduled and within the time window. failover caused hardware or system failures.

• Mentor and figure out solutions to uncommon issues • Worked with engineers to ensure hardware

for other employees learning the UNIX failover role. Replacement obligations were followed from change

control, to delivery to resolution. Ensuring quality.

Jeremy P. Camps

***********@****.***

12113 N 87th Dr Home Phone: 623-***-****

Peoria, AZ 85345 Cell Phone: 623-***-****

Work Experience

CGI: First Level Technical Support Engineer October 2012-Current

• Unix, Windows and Network Systems Administrator

• Managed all Tier 2 support during the incident management process to successful completion and resolution of escalated

incidents to achieve user satisfaction with the designated Global Client to meet all SLA's

• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the

distributed Tier 2 incident management process

• Provides expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service

teams in order to resolve issues which may delay resolution

• Coordinates the cross-organization and cross-platform resources needed to implement the support activities of escalated

Tier 2 incident management processes, effectively and efficiently across incident management activities

• planning, coordination, and reporting for field support to Tier 2 incident management activities

• Actively engaged in the monitoring and resolution of stalled or SLA breached incidents with Tier 2 or

associated Tier 2 support groups

• Meet Me Line Management with directors, technical and app teams to ensure problem resolution

• Scheduled and followed through on Hardware Cases with Oracle and IBM

• Remedy Ticket Management

• Utilized VM Ware to troubleshoot Memory, Data storage, CPU server issues.

• Troubleshoot VPN issues with customers or team members.

CyberTrails: Network Operations Center Technician March 2010-March 2012

• Cisco Router Configuration • Recognized as one of the Sites Top 10 Performers

• Network Monitoring Configuration (SNMP, WMI)

• Physical Network Configuration. Cabinets were configured with HSRP drops. Would pull network cables into the

cabinets for new customers, cut new Ethernet cables and patch cables to both customer access routers for redundancy

purposes.

• Monitored network performance issues a long with multiple other issues and would address them to fit customer or

facilities needs

• Active Directory User Account Creation, troubleshoot log on issues and would configure hosted exchange to fit the

needs of our new or existing customers.

• Collocation Equipment Preparation (Cooling/Power)

• Stage and Rack Server/Network Equipment

• Documentation and Change Control. Responsible for migrating all sharepoint documentation to the internal Wikipedia

site to make searching easier as well as add new documentation for team needs.

• DNS Record Configuration (Bind/HSphere/CPanel)

United States Postal Service: Data Conversions Operator

Jan. 2008-Feb. 2010

• Converted Worldwide Mail into a Readable Format

• Learned Numerous Coding Structures (Mail Processing)

Jeremy P. Camps

***********@****.***

12113 N 87th Dr Home Phone: 623-***-****

Peoria, AZ 85345 Cell Phone: 623-***-****

Contact this candidate