Customer Service Professional Experience

TODD DEBOER 425-***-****

Bellevue, WA ***** *************@*****.***

SUMMARY

Over 15 years’ experience supporting Network Operations Center (NOC) running Windows and Linux computing platform environments in a 24x7 setting

Skilled in hands-on resolution of common server, network, storage and application issues

Ability to effectively monitor infrastructure and applications utilizing enterprise level tools.

CORE COMPETENCIES

Customer Service

Team Collaboration

Troubleshooting

Documentation

Incident Management

Windows Technologies

Change Management

Data Center Systems

Server Operations

SELECTED ACCOMPLISHMENT

Resolved recurring pattern of delay in NOC’s ability to recognize potential outages:

oRecommended implementation of a visual monitor to immediately identify pattern of calls to the service desk

oInstallation of visual monitor provided an early alert to outages

oImproved the efficiency of incident management system and facilitated rapid restoration of service.

PROFESSIONAL EXPERIENCE

SEATTLE CHILDREN’S, Seattle, WA 2000 to 2017

One of the nation’s top hospitals for children and the primary teaching, clinical and research site for the Department of Pediatrics at the University of Washington School of Medicine with over 6000 employees.

Network Operations Center Engineer, 2011 to 2017

Monitored and controlled IS application and data center infrastructure using multiple tools and methodologies. Worked within a cross-functional team across 24x7 shifts to proactively respond to computer alerts and operational issues. Handled system performance issues as well as customer calls and provided support for engineering, architecture and troubleshooting of server, networks, data, and applications. Facilitated technical restoration efforts and communications to achieve service level objectives.

Investigated and responded to enterprise monitoring alerts in a timely manner. Documented actions in trouble ticketing system.

Analyzed alert history and patterns to identify problems and recommended solutions. Documented methods to handle specific alerts in the knowledgebase and communicated to peers.

Performed scheduled checks to validate health of applications, services, and environmental systems.

Performed backups and coordinated media movement with off-site storage vendor.

Worked with backup system administrators and vendors on process changes, rotation schedule changes, issues and improvements.

Initiated and managed the incident management process to rapidly restore service. Assessed the impact and classified incident in accordance with established guidelines.

Diagnosed technical issues and provided customer service for urgent issues over the phone during non-prime business hours.

Communicated and documented notable issues and events in daily report. Tracked and monitored scheduled changes and maintenance activities to properly turnover operations to oncoming shift.

TODD DE BOER Page 2

425-***-**** *************@*****.***

Computer Operator 2000 to 2011

Responsible for efficient operation of IBM mainframe and associated equipment.

Monitored data center server and spectrum of systems by following run sheet.

Identified issues and outages and escalated to network administrators when appropriate.

Ran multiple jobs daily and generated and distributed reports for clinical departments.

Performed Server backup operations/software and managed tape media.

Maintained a variety of documentation, including operations procedures, tape libraries, and error logs.

QFC (QUALITY FOOD CENTERS) Bellevue, WA 1997 to 1999

A supermarket chain with several store locations in the Puget Sound region and in Portland.

Computer Operator

Responsible for efficient operation of IBM mainframe and servers.

Monitored stability of network connections to all stores.

Verified that data on stores sales was successfully captured and reports submitted daily.

Ran job that verified sales tags were generated for all products.

FIRST CHOICE BUSINESS MACHINES, Redmond, WA 1995 to 1997

Provided consultations, installations and repair of printers, faxes and other office equipment.

Customer Service/Dispatcher

Scheduled and dispatched service technicians to customer premises, ensuring most efficient dispatch by tracking physical locations of technicians.

EDUCATION

Associate in Arts, General Studies

Bellevue Community College, Bellevue, WA

TECHNOLOGY SKILLS

Windows and Unix Platforms, VMware and Citrix, Cerner/Epic Systems, CA Spectrum,

HP Openview, Orion Solarwinds

COMMUNITY SERVICE

Overlake Christian Church, Sep 2016 to Present

Volunteer Teacher; Read stories and organize activities for children 2 to 3 years old.

Lake Washington School District Elementary Schools:

Academic Mentor, 1 year

Reading Tutor, 1.5 years

Lunch Buddy/Mentor, 7 months

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