Results-oriented, dependable IT professional with over 10 years experience in a software/hardware troubleshooting environment. Works well in fast-paced situations and I can work equally well alone or as part of a team. I am committed to excellence and strive to deliver results time after time. I've been able to apply my skills with two Fortune 200 companies and I won the ACE award while working at FedEx for exceptional customer service skills.
Profile:
| First Energy Corp | December 2007 - Present |
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Technical Specialist |
Technical specialist for First Energy's two datacenters. Responsible for monitoring servers, databases, network devices, mainframes, and emergency management devices for the grid. Usually the first point of contact for most system wide outages. Typical duties include: Adding or cleaning up disk space, extending or adding tablespaces, monitoring SAP systems for uptime and availablility, bringing back servers that crashed, monitoring and maintaining mainframes and applications. We also take over and finish batch processing utilizing SAP for the billing dept after they go home for the night. |
| Summa Health System | June 2006 - Dec 2007 |
Desktop Support Specialist |
Provided urgent desktop technical support for over 5000+ computers in a high-paced healthcare environment. Typical duties included re-imaging pc's, replacing faulty hardware like hard drives, mice, keyboards and monitors and troubleshooting issues with printer/scanner hardware. We also covered for the helpdesk once they left for the day which usually included solving common Windows XP issues, password resets, and providing support for various software products. I'd occasionally assist with new PC roll outs when that department was overwhelmed. |
| FedEx Services | Nov 2000 - June 2006 |
Technical Specialist |
I was part of a white glove technical support team that supported Windows 2000 based shipping systems that FedEx had placed at customer locations. We utilized PC Anywhere or Reachout to connect remotely to resolve problems with the system. The FedEx ACE Group was a special support group that provided premium support to some of FedEx's critical revenue generating companies to ensure smooth shipping and avoiding costly downtime that could jeopardize the shipments for FedEx. Regularly visited customer sites to build a relationship with the customer and to address shipping concerns the customer had. I heavily coordinated with FedEx field support to keep both of us informed of customer issues and or solutions that I felt would best serve the customer and keep them shipping with FedEx. |
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| Technical Skills | ||||||
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| Software Used: | Service Manager | ILO | Toad | Sametime | Norton Ghost | |
| Putty | Autosys | Vantive | VMWare | Heat | ||
| HP Openview | Remote Desktop | Reachout | SCADA | PC Anywhere | ||
| SAP | Lotus Notes | Microsoft Office | ||||
| Operating Systems: | Windows NT/2000/XP/Vista/7 | Unix | ||||
