Customer Service Management
Resume:
JOHN JOUANEH
**** ***** ******* ***** *****: 720-***-****
Longmont, CO 80501 Email: ********@*****.***
INFORMATION TECHNOLOGY PROFESSIONAL
Leadership | Strategy | Performance
As a top-performing IT specialist and professional with more then 10 years of proven experience optimizing performance, analyzing technical issues, and troubleshooting to provide comprehensive customer satisfaction, I am interested in using my training and skills to contribute to an organization that values innovation and teamwork. With extensive analyst and team leadership success I’m well suited in an environment that complements my excellent communication skills, a solid background in the latest technologies, and a reputation for delivering superior results in challenging environments.
AREAS OF EXPERTISE
Project Management
Customer Service
Technical Consulting
Database Management Problem Solving
High Level Communication
Data Analysis
Process Streamlining Time Management
Team Building
Storage Management
Research & Development
PROFESSIONAL EXPERIENCE
RETURN PATH, Broomfield, CO
2010-2011
Application Support Analyst
Maintained, monitored & supported the usability of Return Path systems and applications and communicating with the various technical and client services teams.
Worked in Unix environment to maintain primary software applications responsible for email services
Maintained uptime availability of company systems and all software products
Created Perl and Shell scripts to automate tasks, provide pro-active monitoring and trending reports
Used SQL commands to generate database reports
Resolved & escalated application support issues using Salesforce ticketing system
IBM GLOBAL SERVICES, Boulder, CO
2007-2009
Storage Service Specialist (Managed Storage Services)
Responsible for architecture and deployment of core infrastructure, performing software implementations and upgrades, resolving and documenting service incidents, capacity management validation, maintaining highly resilient and mission critical systems, testing and certifying new technologies and working within the defined change management processes to plan and schedule change.
Maintained storage for 120 IBM customer accounts
Processed storage change requests for customers ranging from allocations, deallocations, flashcopy, and zoning
Monitored SAN environment to prevent and address storage related issues using Tivoli
SUN MICROSYSTEMS, Louisville, CO
2007
Storage Operations Specialist (SUN Storage Services)
Provided operational support and guidance to customers to support the management and use of EMC storage solutions. Responsible for performing a wide variety of daily storage management tasks as well as advised recommendations for effective and efficient storage system use.
Monitored, resolved and escalated storage related issues in UNIX environment
WILAND DIRECT, Longmont, CO
2005-2007
Operations Specialist
Performed data loading, data updates, job processing, system monitoring, and system/user support in an accurate and timely manner. Monitored computing environment including application, database, web sites, hardware and network.
Pioneered the operations for this startup company
Created procedures for IT department
Utilized TOAD database to search, query and collect Data
Monitored systems in UNIX environment
Performed upgrades, processing, backups and recovery of data on all systems
IBM GLOBAL SERVICES, Boulder, CO
2003-2005
Operations Support Analyst
Supported e-business computer operations for 130 accounts. Primary job functions are computer monitoring & recovery of client web sites in a distributive environment and managing trouble tickets for assigned accounts (closing, opening and escalating).
Saved customers costs of up to a million dollars per minute by recovering high profile web pages and minimizing downtime
Fulfilled Service Level Agreements on an array of diverse account by performing preventative CPU fixes of hosted web, application and database servers
Improved e business teams productivity and effectiveness by training 70% of employee staff
2002-2003
Systems Management Professional
Executed sub system administrative duties for IBM e business customers. Escalations, problem documentation, and trouble shooting on multiple OS platforms to resolve computer issues related to network, server or security.
Avoided SLA penalties by removing servers out of rotation to alleviate application and web page impact while support or myself performed fixes
Resided over bridge calls and performed situation management to insure issues are handled efficiently
Monitored universal server farm infrastructure activity to protect customer production environment
2000-2001
Real Time Intrusion Detection Analyst
Performed escalations on alerts deemed as threats to IBM customers
Addressed security alerts and assess whether intrusions were ethical or non ethical hacks
Monitored a variety of high vulnerability threats and alerted support to guard customer data security
Maintained integrity of high priority customer accounts by preventing incoming hackers from tampering with valuable customer information
TECHNICAL SUMMERY
Software: Wiki, Microsoft Office, Excel, McAfee, Norton’s, SPSS, AutoCAD, Mozella Firefox, Google, All online and desktop Email Platforms, Internet Explorer, Telnet, FTP, Adobe Acrobat, Trillian, Skype, MSN, Facebook, Vmware, Intacct, Quicktime, ProTools, AVG, Ccleaner, Adaware, Advanced System Care, Itunes, Successfactors, SecureCRT, Veratas, Tivoli, Netview, SameTime, Claim, Totals, eESM, Managenow, e Comit, Remedy, Nagios, Salesforce, Topaz and Lotus Notes.
Database: TOAD, MySQL, Oracle
Operating Systems: WIN XP, WIN2000, NT, DOS, WINDOWS 7, UNIX, SUN, AS400, AIX, LINUX, OS2
Languages: C/C++, Basic, HTML, Perl, Bash, Java, A6800 Assembly Language (VI, Pico, Emac Editors)
Certifications: IBM certification in over 120 Distributed Commercial Accounts
EDUCATION & PROFESSIONAL DEVELOPMENT
COLORADO STATE UNIVERSITY, BACHELOR OF SCIENCE, PHYSICAL SCIENCE,
ENGINEERING, MATHEMATICS, COMPUTER SCIENCE EMPHASIS
COLORADO LICENSED MATHEMATICS K-12 TEACHER
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