Help Desk Customer Service

JEFFERY D. GIULIANI

Senior Analyst/Product Management

Dual expertise in mainframe and networking with analysis, hands-on implementation, and troubleshooting.

Sterling Heights, MI U.S. Veteran

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

SUMMARY

Experienced Senior Analyst and Product Manager with over 35 years of expertise in mainframe systems, networking, technical support, and project management. Adept at diagnosing, troubleshooting, and implementing solutions for a variety of complex systems, including data centers, server infrastructures, VoIP, TCP/IP, and VPN technologies. Skilled in team leadership, customer service, and Agile methodologies, with a proven track record in driving system optimization and business continuity across various industries. Eager to bring strong technical leadership and problem-solving skills to new challenges in a dynamic environment.

SKILLS

Mainframe Systems Management

Network Configuration & Troubleshooting (TCP/IP, VPN)

Data Center Operations & Infrastructure

VoIP System Support & Configuration

Incident Management & ITIL Processes

VMware Administration

Server & System Performance Optimization

Change Management & Business Continuity Planning

Technical Training & Documentation

Remote Desktop & Help Desk Support

EXPERIENCE

Command Center Analyst II (NOC) / Edward Jones, Remote - St. Louis 12/2020 - Current

As a Command Center Analyst II at Edward Jones, I am responsible for ensuring optimal system performance and reliability. My role involves proactively monitoring, detecting, and troubleshooting technical issues across servers and networks. I collaborate with various teams to ensure smooth operations and contribute to enhancing system stability and efficiency. My experience spans across data analysis, vendor coordination, and cross-training with mainframe batch scheduling, allowing me to support a variety of critical operations.

System Monitoring & Troubleshooting: Analyze, detect, and resolve technical issues while monitoring server and network performance for optimal functionality.

Vendor & Change Management: Schedule and coordinate vendor maintenance, repair activities, and Change functions to ensure maximum system performance and reliability.

Reporting & Trend Analysis: Generate reporting statistics to identify and address trending issues, ensuring system improvements and stability.

Mainframe Batch Scheduling Support: Cross-trained in mainframe batch scheduling using tools like CA7, CA11, TSO, Autosys, and JCL to support overnight job schedules and resolve related issues.

Ascension Reliability Center Analyst (NOC) / Ascension, Troy, MI 10/2017 - Current

Major Incident Management: Delivered on-call support for Major Incident Bridges in an Agile environment, ensuring timely resolution and accurate documentation.

Incident Escalation & Tracking: Escalated P1/P2 incidents to ensure swift resolution, creating and managing tickets in ServiceNow for appropriate resolver groups.

End-User Support & Incident Coordination: Coordinated responses for high-priority incidents, overseeing mission-critical infrastructure and applications to minimize downtime.

Product Training & Communication: Provided product training on software configurations and ensured effective communication with customers, aligning with Service Desk standards.

Senior Service Desk Analyst / Ascension, Troy, MI 03/2012 - 10/2020

Service Desk Support: Provided detailed support for hospital groups across the U.S., logging all calls in ServiceNow and escalating issues to specialty resolver groups.

ITIL-Based Troubleshooting: Utilized ITIL processes to troubleshoot software, hardware, and telephone issues, managing 50-70 customer calls daily.

Application & Systems Support: Supported VPN, Firewall, Email, Printers, Kronos, Active Directory, Symantec Endpoint Encryption, CMS, TCP/IP, VMware, VoIP, Cerner, and Windows OS.

Promotions & Performance: Promoted to Senior Service Desk Analyst within one year, consistently achieving top metrics for issue resolution and customer satisfaction.

Site Engineer / JP Morgan Chase - Belleville, MI 11/2011 - 03/2012

Infrastructure Installation: Installed servers, switches, routers, patch panels, and other data center equipment, ensuring network and server performance for upgrades and patch installs.

Cable Management & Connectivity: Ran copper and fiber optic cables throughout the site to establish server connectivity and integrated systems like Active Directory, TCP/IP, VMWare, and more.

System Planning & Forecasting: Used Netzoom 11 and Visio to forecast system needs and design reorganization strategies for server upgrades, ensuring cohesive infrastructure plans.

Process Improvement & Ticketing: Utilized Peregrine, SAS, RT Ticketing, and other tracking tools to identify process gaps and improve installation, maintenance, and change management.

Data Center Analyst Team Lead / William Beaumont Hospital - Troy, MI 11/2010 - 10/2011

Data Center Mapping & Monitoring: Mapped racks and equipment with Netzoom 11 to support over 400 servers, storage components, and patch panels; monitored network traffic and server conditions.

Remote Support & Ticketing: Provided remote support for PC issues using Dameware and created help desk tickets in Remedy to ensure timely resolutions.

Backup & Diagnostics: Monitored nightly HP3000 backup tapes, diagnostics, and server system conditions to ensure data integrity and operational stability.

System Strategy & Upgrades: Assisted with system reorganization, server upgrades, equipment rewiring, and deploying security solutions to maintain updated and secure systems.

ADDITIONAL EXPERIENCE

OPERATIONS/Systems Analyst / Sears Holding - Troy, MI

System Optimization & Technical Support: Analyzed and optimized operational systems, providing technical support, system troubleshooting, and implementing process improvements to enhance efficiency and productivity.

SYSTEMS OPERATOR/Network Administrator / Federal-Mogul Corporation - Southfield, MI

System & Network Administration: Managed and maintained systems and network infrastructure, ensuring optimal performance, troubleshooting issues, and implementing network security measures to support business operations.

Account Manager III / Compuware Corporation - Southfield, MI

Client Relationship Management: Managed key accounts, building strong client relationships, ensuring customer satisfaction, and driving business growth through tailored solutions and strategic account planning.

Operations Analyst / Ford Motor Company - Livonia, MI

Operational Efficiency & Process Improvement: Analyzed and optimized operational workflows, identifying process improvements and implementing solutions to enhance productivity and streamline business operations.

Lawn Care Operations Manager / Chas F. Irish Co - Warren, MI3

Team & Operations Management: Oversaw lawn care operations, managing a team, optimizing workflows, and ensuring timely and high-quality service delivery to clients while maintaining operational efficiency and customer satisfaction.

Mainframe and Peripheral Repair Specialist / United States Air Force - Biloxi, MS

System Maintenance & Repair: Performed diagnostics, maintenance, and repairs on mainframe systems and peripheral devices, ensuring operational efficiency and minimizing downtime for critical military operations.

EDUCATION AND TRAINING

Bachelor of Science in Computer Science

AMERICAN INSTITUTE FOR COMPUTER SCIENCE, Birmingham, Alabama

Associate of Arts in General Studies

MACOMB COMMUNITY COLLEGE, Warren, Michigan

United States Air Force Technical School

Biloxi, Mississippi

CERTIFICATE OF TRAINING IN MAINFRAME AND PERIPHERAL REPAIR- 1144 HOURS

Professional Development: MCSE and MCSA Certified, MCP ID# 3478431 (2006), CompTIA A+ Certified, Certification ID: Comp001000271369 (2002)

Technical Proficiencies: Windows, Kronos, Squared Up, SolarWinds, ServiceNow, Bomgar, Pulse Secure, Skype, Google Suite, Teams, Symantec Endpoint Encryption, Zoom, SendWordNow, Homebase, SAS, SCCM, Netzoom II, Visio, Active Directory, Data Centers, TCP/IP, VoIP, VPN, VMWare, Firewall, Routing, Cabling

Affiliations: Member American Legion Post 404; President of Henry Ford II Instrumental Music Boosters (2013-2015); Boy Scouts of America (Eagle Scout by age 15); Team Lead - United States Air Force Technical School

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