Data Center Desk Technician
Resume:
Kerri Stanley
**** * ******** ***** ** San Tan Valley, AZ 85144
***********@*****.***
Objective
Seeking an opportunity to apply skills and knowledge of the IT industry.
Skills
●MS Windows Operating System Installation, Configuration, Optimization & Administration – NCR POS, Server 2003, Server 2010, 7 and older platforms
●TCP/IP & DNS Networking
●Proficient in Microsoft Office – Word, Outlook, PowerPoint & Excel
●iSeries/ AS400 system, LTO5 and LTO6 tape drives
●Ticketing systems - Zendesk, ServiceNOW, Salesforce, TrackIT, Remedy, Corrigo
Education
Data Center Certified Associate (DCCA) 12/2023
ITT Tech Institute – Tempe, AZ 06/2012
Associate of Science Degree in Computer Networking Systems
East Valley Institute of Technology – Mesa, AZ 05/2008
Completion of Computer Repair Program
Arizona StRUT volunteer
Desert Ridge High School – Gilbert, AZ 05/2008
High School Diploma
2nd Place Model United Nations Conference
German Club Speaking Competitions
Experience
CyrusOne – Chandler, AZ 04/2022 –Present
Global Service Desk Technician 2
●Develop and document knowledge base items in ServiceNOW
●Process simple cross connect and power whip install tickets in Salesforce
●Be a escalation point for level 1 and complete all tasks listed below as needed
Global Service Desk Technician 1
●Process tickets in Zendesk, ServiceNOW and Salesforce as needed
●Verify all contacts against database to ensure that contact is authorized to open a trouble ticket
●Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
●Answer all phone calls within 5 seconds or less
●Adheres to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s
●Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes
●Completes shift turnover at the onset and end of each shift
●Monitors all sites utilizing on-line tools and systems such as Solar winds and System Center Ops Manager
●General understanding of facility infrastructure specifically to the electrical and mechanical systems used in a data center environment including Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units
●Responds to all Network and Data Center monitoring alarms per policies and procedures
Bashas' Inc. – Chandler, AZ 07/2015 –04/2022
Helpdesk Analyst
●Support Retail Stores, Corporate Office and Distribution Center via Phone, TrackIT ticketing system or email. Escalate to appropriate 2nd level or vendor support as needed.
●Participate in an On-Call rotation every 6 weeks.
●Train new helpdesk and operator members.
●Manage the IT Hardware inventory for POS equipment, monitors, laptops, and PCs. work with other Team Members to determine active and retirement status on those devices as well.
AS400 Operator
●Maintained job log library and print jobs. Load and unload AS400 data backup tapes as well monitored production backups and console messages in accordance with schedule of operations.
●Monitor ticket system for critical and high priorities for help desk, notify on-call if needed.
●Process store orders for warehouse use. Verify all previous day sales data is processed to the as400 for use by Accounting and other scheduled jobs, process and pull to the as400 if necessary.
Safeway Inc. – Tempe, AZ 01/2015 –07/2015
Night Stock Clerk
●Stocking retail products on shelves, running a cash register, and facing the grocery department. Perform duties as part of the pricing team. Currently running the File Maintenance department.
State Farm Insurance – Phoenix, AZ 05/2013 –01/2015
Claim associate ILR
●Submitting auto claims to the handler to process claims after the initial contact by a party involved, other insurance companies, or attorneys.
Wells Fargo via Randstad Technologies – Chandler, AZ
Technical Service Specialist 1 – (07/2012 –05/2013 )
●Working knowledge of Remedy, Microsoft Office Suite 2003 or greater, remote access, hardware & software support experience for HP & DELL workstations, laptops, printers, and Verizon G3 cellular wireless cards.
●General knowledge of DOS commands, Microsoft Windows XP or higher workstation operating systems, Novell & Microsoft network platforms, USB wireless connections, and Microsoft Active Directory & Citrix environments.
Bashas’ Inc. – Gilbert, AZ 07/2008 – 1/2013
Bakery Clerk – (03/2012 – 01/2013 )
●Prepare food and packaging of bakery items. Assist customers while providing swift and courteous service.
●Attend to the cleanliness of the Bakery area, prep for the next shift and other duties as assigned.
Deli Clerk – (09/2010 – 01/2013)
●Prepare foods and entrees located in the deli department. Assist customers while providing swift and courteous service.
●Attend to the cleanliness of the deli area, prep for the next shift and other duties as assigned.
Contact this candidate