IT Operation Center Engineer Resume , Florida - Hire IT People

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

IT Operation Center Engineer

Confidential, Florida

Responsibilities:

Monitor the Confidential enterprise environment in a 24/7/365 operation dat is constantly available upon contact, and availability to address alerts and incidents 100% of the time
React to alerts by performing Tier 1 and Tier 2 operations depending on the issue. These operations involve basic noledge of core skills, such as Networking, Systems, Telephony, Database, Applications, etc.
Perform daily operations of various teams to assist with day to day workload and prevent future issues.
Effectively escalate service impacting issues to the correct teams and collaborate to ensure the issue is resolved as soon as possible. Preliminary troubleshooting before escalating is required.
Incident Management by analyzing and acting on major incidents according to their severity/priority level. dis includes effective communications and documentation of incidents according to the proper procedures.
Run daily, weekly, monthly and yearly reports of our various services to identify trends and prevent future issues.
Perform Multiple Network Failover tests to all branches to verify dat all network configuration are working as expected and no impact would be caused.

Confidential

Service Desk, IT Department

Responsibilities:

Understanding of IT support and software (AD, Okta, O365, etc.)
Monitor the ticketing system using Remedy Force effectively
Manages multiple customer requests simultaneously. Listen to customer needs and resolves IT support issues.
Effectively escalate service impacting issues to the correct teams, and collaborate to ensure the issue is resolved as soon as possible
Writes standard operating procedures, noledge base articles and technical documentation
Able to discuss technical issues with nontechnical customer
React to alerts by performing P1, P2, P3 and P4 operations depending on the issue. These operations involve basic noledge of skills, such as Networking, Systems, Telephony, Database and Applications
Perform daily operations of various teams to assist with day to day workload, and solve issues

Confidential

Identity and Access Administrator

Responsibilities:

Within the first month was responsible for a ticket closure rate of 300% above average
Reduced the Tickets SLA (Service Level Agreement) from 90% to 0% within the first 4 months
Providing support for more TEMPthan 40000 users
Manage workgroup file and share permissions
Responsible for the handling and configuration of profiles with sensitive information for the users
Use 3rd party software tool (CDK, Dealer central, Fortis, CCONE, Profit net, ASI) to create/delete/modify user accounts
Manage end user’s home directory store
Create/delete/modify Exchange accounts
Troubleshoot Active Directory access issues
Create new folders/groups/permissions within the distributed file system structure guidelines
Resolve urgent Helpdesk escalations
Associate all new user accounts with corresponding payroll record
Manage daily account disable report for Terminated employees and monitor problematic exception accounts.

Amcor Rigid Plastics

Network Support (Internship)

Responsibilities:

Planned and implemented network configuration for new facilities
Handled troubleshooting for network, telecommunications, printers, access points, email servers
Responsible for maintenance of PBX switch for communications
Database maintenance and disaster recovery plans
Repair of computer equipment
Installation and troubleshooting of hardware and software components
Configuration of routers and switches
Support halpdesk for both internal and remote users