Support Specialist Customer
Resume:
JOHNY JOSEPH
***********@*****.***
Summary
Skilled in problem solving and communications. Objective solutions-oriented leader with a strong desire and commitment to succeed. I am a solutions-oriented problem solver who manages critical incidents ensuring that all contractual guarantees are met. Effectively managed the Operation department, increasing the number of applications supported while keeping resources static.
Technical Qualifications & Specialties
Experienced technical support specialist with strong knowledge of networking, anti-virus, change management, Computer software hardware and peripherals, customer relations, Firewalls, MS-Windows 10, Microsoft Suite, Exchange Server, Data Storage & Recovery, iSCSI, Fiber & SCSI, SQL, TCP/IP, POS, LAN/WAN, SAP, SIEBEL, UC4, Cisco Webex, Cisco AnyConnect, VMWare, RSA Token, Dyno Trace, and basic Web Development.
Outstanding analytical and troubleshooting skills.
Fluent in French and English.
Work Experience:
Critical Process Filters: Production Supervisor
May 2022 to Present
Provides Leadership where employees are engaged contributors to producing quality product and add to the success of the company.
Accomplishes staff results by communicating job expectations, planning, monitoring, mentoring and appraising job results.
Organizing and monitoring work flow according to purchase orders to satisfy customer needs, verifying that customers orders are shipped in time.
Coaching, counseling and disciplining employees, initiating, coordinating and enforcing systems policies and procedures.
Plans and maintain the day-to-day allocating of resources, materials, equipment, people in order to safely and cost efficiently achieve production targets.
Maintain quality service by establishing and follow company standars.
Bottomline Technology: Technical Support Rep.
May 2021 to March 2022
Daily monitoring and troubleshooting various products, Supporting Precision forms, Create!form, PTX & BT Connector and third party software.
Provide technical support to external clients via System ticketing, e-mail, chat and Virtual ( Ms-Team & Zoom)
Research, Resolved and respond to the user questions and problems received via Ticket case, Telephone calls, E-mails and call backs in a timely manner and in accordance with standards.
Review and update knowledge base tool and SaleForce.com and Escalate via Jira to Dev-Ops team.
Diagnose and resolve technical issues involving Internet Connectivity, Printing, E-mail, Fax and File conversion.
In-Bound - out-bound and follow up call to client to resolve technical issues, Troubleshooting and debug.
Provides detail and accurate problem notification escalation to management and Engineering team.
Daily back ups and restores of database files and reports.
Apply remote access to applications and database admin support.
Asses changes for risk to production systems, assure quality, security and compliance requirements are met.
Vecna Robotics LLC: Technical Support Specialist II – NOC
August 2020 to December 2020
Performed on-site hardware and software set up of autonomous robots and systems. Conducted and supported UAT version with clients.
Researched technical root causes analysist by debugging and troubleshooting robot logs in the Linux Environment. Supported our streamlined robotics operations. Optimized material workflow by refining customer site ensured our systems fit in all client operational processes and reduced non value added activities.
Identified and debugged Tier 1-2 operational issues. Collaborated with Tier 3 Support Engineers, shift managers and provide accurate report to internal and external clients regarding robot status.
Demonstrated the ability to multitask and work with minimal supervision within a fast paced environment.
Apply remote access to applications and database Admin support.
Documented control process in confluence, Creating and Escalating tickets in Jira, Tracking and update tickets accordingly.
Fidelity Investment:
FIS- Manager of Operation
August 2016 to January 2020
Assess risk and manage activities affecting the production environment.
Manage timely processing of daily production batch jobs running on multiple scheduling systems.
Provides status reporting to senior management for assigned shift.
Manage production processing of all interfacing application products and services.
Research and evaluate new products and systems that could meet data center needs.
Train Staff to diagnosis and resolved issues that arise.
FIS- SunGard:
Batch/Production Products Support
November 2008 to August 2016
Applications and Systems monitoring in Production, UAT and Disaster Recovery.
Provide lead representation for the Operations Area containing detailed information for outage situations with internal and external clients.
Provides direct internal and external customer support for system availability and service delivery via SaleForce.com.
Provides detailed production support information to clients and deal effectively with issues that are complex, confidential, and sensitive in nature.
Coordinate installation and testing of operating system hardware and software.
Participate in disaster recovery, business continuity and month-end/year-end processing activities.
24X7 production Support operations.
Utilizing various monitoring products, Prognosis, UC4, IBM WebShere MQ.
Setup of FTP, SFTP and NDM transmissions of clients files.
Imaginit Technologies:
Pre-Post Technical Sales Support
July 2007 to December 2008
Inventory, maintain and implement changes to databases using SQL Server Management Studio.
Provides technical support to existing clients and prospects.
Monitoring customers purchases and technical request via Sales-Force.
First level application and system issue resolution.
Provides detail and accurate problem notification escalation to management and Engineering team.
In-bound and out-bound calls to prospects regarding technical issues and products installation.
Ability to troubleshooting and fix basic issues. Daily back ups and restores of database files and reports.
Monitor all incoming and outgoing transmissions to clients, vendors, and internal systems.
Autodesk Inc:
Product Support/ Technical Consultant
August 2001 to July 2007
Daily monitoring and troubleshooting various products, supporting LBS platform, Chaperone, FFM, BIM, VZNavigator and GEOMaps.
Inventory and implement changes to Database using SQL Server Management Studio.
Review and update knowledge base tool and SaleForce.com .
Manage DataCenter migration and resources with Microsoft Project Management.
Research and use the Location Logic Database to validate POI inquiries.
Incident change management tracking, resolution and resources allocation.
Apply remote access to applications and database admin support.
Asses changes for risk to production systems, assure quality, security and compliance requirements are met.
Update write documentation and provide related training.
Inter-Act Electronic Marketing:
Technical Support Analyst II
April 1998 to August 2001
Manage production processing of all interface application products and services.
Participate in the hiring, training and evaluation of all custody specialists.
Perform analysis of identified variances to determine trends and resolutions.
Articulate a formal resolution to management for high risk liability situations.
Communicate operation issues, status to staff, corporate actions, trades processing and global units.
Coordinating installation and testing of operating system hardware and software.
Managed a database program created to track and archive forms used to resolve beyond standard items.
Lead and develop 26 directs reports to ensure career growth and achievement of organizational goals including annual performance reviews.
Build processes that incorporate all aspects necessary to daily operation support.
Education:
Calvary Eight Theological School
BA- Liberal Arts & Sciences
Connecticut Business Institute:
IT-Microsoft Admin Certification
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