John Avila
Information Technology Specialist at State Compensation Insurance Fund- Claim this Profile
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English Full professional proficiency
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Spanish Professional working proficiency
Topline Score
Bio
Credentials
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Writing Formal Business Letters and Emails
LinkedInAug, 2020- Nov, 2024
Experience
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State Compensation Insurance Fund
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United States
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Insurance
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700 & Above Employee
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Information Technology Specialist
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Oct 2020 - Present
-Help ensure the successful progression of the Severity incident process, including notifying the user, informing NOCC management, conducting triaging, and providing timely status updates until the incident is resolved. -Lead and manage projects assigned to the NOCC. -Provide year to date summary reports of Severity 1 cases to upper management. -Train new staff and provide feedback to manager. -Responsible for developing and implementing procedures for monitoring and testing… Show more -Help ensure the successful progression of the Severity incident process, including notifying the user, informing NOCC management, conducting triaging, and providing timely status updates until the incident is resolved. -Lead and manage projects assigned to the NOCC. -Provide year to date summary reports of Severity 1 cases to upper management. -Train new staff and provide feedback to manager. -Responsible for developing and implementing procedures for monitoring and testing networks. -Evaluate new tools and provide recommendations. -Provide Data Center Support (server racking, power cycling/ reboots, recycling services on servers, crash carts). -Data Center access: control physical access and ensure established SOP’s are followed. -Pro-actively monitor the IT infrastructure. -Ensure NOCC staff is aware of scheduled activities pertaining to the infrastructure. -Analyze alerts and incident cases at a primary level to help determine and separate (root cause) issues within the production infrastructure.
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Associate Information Systems Analyst
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Oct 2016 - Oct 2020
-Pro-actively monitor the performance and capacity of IT Infrastructure (servers, operating systems, network and business applications). -Analyze critical system alerts and perform an investigation into potential impact on an enterprise wide scale. -Facilitate severity incident process which includes advising users, notifying management up to CIO, triaging and timely status updates to conclusion. -Perform extensive daily tests on vital enterprise level systems and applications to… Show more -Pro-actively monitor the performance and capacity of IT Infrastructure (servers, operating systems, network and business applications). -Analyze critical system alerts and perform an investigation into potential impact on an enterprise wide scale. -Facilitate severity incident process which includes advising users, notifying management up to CIO, triaging and timely status updates to conclusion. -Perform extensive daily tests on vital enterprise level systems and applications to safeguard against potential financial impacts. -Respond timely and efficiently to cyber security threats to keep network secure. -Provide Data Center Support which includes server racking, power cycling/reboots, recycling services on servers, crash carts, and controlling physical access. -Monitor and troubleshoot Mainframe batch job execution.
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Demandforce
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United States
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Software Development
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1 - 100 Employee
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Technical Support Representative
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Sep 2016 - Oct 2016
-Functioned as the primary escalation point for all inbound cases from customer care, ensuring timely resolution and customer satisfaction. -Deployed and configured user software remotely using LogMeIn, streamlining the process and minimizing downtime. -Managed walk-up traffic and provided assistance to sales, marketing, and engineering teams in resolving high-priority customer-impacting issues. -Monitored a designated set of customer accounts, proactively identifying breaks in… Show more -Functioned as the primary escalation point for all inbound cases from customer care, ensuring timely resolution and customer satisfaction. -Deployed and configured user software remotely using LogMeIn, streamlining the process and minimizing downtime. -Managed walk-up traffic and provided assistance to sales, marketing, and engineering teams in resolving high-priority customer-impacting issues. -Monitored a designated set of customer accounts, proactively identifying breaks in activity and initiating outreach to troubleshoot and resolve data issues. -Collaborated with cross-functional teams to address customer concerns, identify root causes, and implement effective solutions. -Conducted thorough analysis of customer feedback and identified areas for improvement, contributing to the continuous enhancement of products and services. -Provided training and guidance to customer care representatives on handling complex cases and escalations, ensuring consistent and effective resolution. -Developed and maintained comprehensive documentation of issue resolutions, best practices, and knowledge base articles for reference and training purposes. Show less -Functioned as the primary escalation point for all inbound cases from customer care, ensuring timely resolution and customer satisfaction. -Deployed and configured user software remotely using LogMeIn, streamlining the process and minimizing downtime. -Managed walk-up traffic and provided assistance to sales, marketing, and engineering teams in resolving high-priority customer-impacting issues. -Monitored a designated set of customer accounts, proactively identifying breaks in… Show more -Functioned as the primary escalation point for all inbound cases from customer care, ensuring timely resolution and customer satisfaction. -Deployed and configured user software remotely using LogMeIn, streamlining the process and minimizing downtime. -Managed walk-up traffic and provided assistance to sales, marketing, and engineering teams in resolving high-priority customer-impacting issues. -Monitored a designated set of customer accounts, proactively identifying breaks in activity and initiating outreach to troubleshoot and resolve data issues. -Collaborated with cross-functional teams to address customer concerns, identify root causes, and implement effective solutions. -Conducted thorough analysis of customer feedback and identified areas for improvement, contributing to the continuous enhancement of products and services. -Provided training and guidance to customer care representatives on handling complex cases and escalations, ensuring consistent and effective resolution. -Developed and maintained comprehensive documentation of issue resolutions, best practices, and knowledge base articles for reference and training purposes. Show less
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ERI
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Asset Management Technician Lead
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Jan 2015 - Sep 2016
-Implemented and optimized a robust testing process for high-grade assets, resulting in improved efficiency and quality control. -Led a team of 7 technicians, providing training, guidance, and performance feedback to ensure adherence to testing standards and deliver high-quality results. -Oversaw the wipe/reset and repair of laptops, desktops, servers, mobile devices, and tablets, ensuring optimal functionality and customer satisfaction. -Streamlined the testing workflow, reducing… Show more -Implemented and optimized a robust testing process for high-grade assets, resulting in improved efficiency and quality control. -Led a team of 7 technicians, providing training, guidance, and performance feedback to ensure adherence to testing standards and deliver high-quality results. -Oversaw the wipe/reset and repair of laptops, desktops, servers, mobile devices, and tablets, ensuring optimal functionality and customer satisfaction. -Streamlined the testing workflow, reducing turnaround time and increasing productivity. -Served as the primary point of contact for 3rd party vendor relationships, managing communication, and issue resolution Show less -Implemented and optimized a robust testing process for high-grade assets, resulting in improved efficiency and quality control. -Led a team of 7 technicians, providing training, guidance, and performance feedback to ensure adherence to testing standards and deliver high-quality results. -Oversaw the wipe/reset and repair of laptops, desktops, servers, mobile devices, and tablets, ensuring optimal functionality and customer satisfaction. -Streamlined the testing workflow, reducing… Show more -Implemented and optimized a robust testing process for high-grade assets, resulting in improved efficiency and quality control. -Led a team of 7 technicians, providing training, guidance, and performance feedback to ensure adherence to testing standards and deliver high-quality results. -Oversaw the wipe/reset and repair of laptops, desktops, servers, mobile devices, and tablets, ensuring optimal functionality and customer satisfaction. -Streamlined the testing workflow, reducing turnaround time and increasing productivity. -Served as the primary point of contact for 3rd party vendor relationships, managing communication, and issue resolution Show less
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Education
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2008 - 2014
California State University, Fresno
Bachelor’s Degree, Management Information Systems, General
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