Experience

Multimicro Systems

• United States
• Software Development
• 1 - 100 Employee

• Application Support

  • Feb 2017 - Jul 2019

  Greater Atlanta Area



CDK Global

• United States
• Software Development
• 700 & Above Employee

• Application Support Specialist II

  • Nov 2012 - Sep 2016

  Greater Atlanta Area Integrated computing solutions to nearly 25500 automobile, truck, motorcycle, marine, and recreational vehicle dealers throughout the United States and Canada. Software Implementation July 2016-September 2017 . Prepared customer systems for software version upgrade via testing and loading missing applications. . Loaded software version upgrade during off hours. . Followed Engineering Specifications, method of procedures (MOPS) and ETS for all software… Show more Integrated computing solutions to nearly 25500 automobile, truck, motorcycle, marine, and recreational vehicle dealers throughout the United States and Canada. Software Implementation July 2016-September 2017 . Prepared customer systems for software version upgrade via testing and loading missing applications. . Loaded software version upgrade during off hours. . Followed Engineering Specifications, method of procedures (MOPS) and ETS for all software upgrades. . Coordinated all loads and testing with customers IT personnel. Customer Technical Analysis September 2013-July 2016 Provided technical and network problem resolution to end users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software setup, power cycling equipment, assisting with navigating around application menus and troubleshooting email. Support provided by clearly communicating technical solutions in a user-friendly, professional manner. . Delivered service and support to end-users using and operating automated call distribution phone software, chats, and remote connection. . Gathered end user information, track issues, follow up and resolutions through a detailed ticketing system. . Researched required information using available resources; organize ideas and communicate oral messages appropriate to listeners and situations; follow up and make scheduled call backs where necessary. . Remained current with software and system information, changes and updates. Show less



Worldpay

• United Kingdom
• Financial Services
• 700 & Above Employee

• Network Technician

  • Jul 2012 - Nov 2012

  Network Technician Multiplatform III Provide NOC data center services as a Network Monitor, Computer Operator, and System Backup Technician. • Respond to infrastructure, network, and security events (including monitoring CCTV). • Process/close events and incidents to a satisfactory conclusion on Remedy service management system. • Performing standard change implementation and scheduled tasks. • Managing a job scheduler for executing batch jobs and auditing for… Show more Network Technician Multiplatform III Provide NOC data center services as a Network Monitor, Computer Operator, and System Backup Technician. • Respond to infrastructure, network, and security events (including monitoring CCTV). • Process/close events and incidents to a satisfactory conclusion on Remedy service management system. • Performing standard change implementation and scheduled tasks. • Managing a job scheduler for executing batch jobs and auditing for errors. • Escalating potential service issues initially to designated escalation contact. Ensuring contractual SLA and ITIL standards are maintained. Show less



Pomeroy

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Network Technician

  • Aug 2009 - Jul 2012

  Network Technician Provide data center services as Computer Operator, Data Protection Systems Monitor, Tape and Records Librarian, and System Backup Technician. • Monitor systems for batch processing jobs, backups, and copy jobs utilizing Tivoli Workload and Netview. • Oversee the operation of computer hardware systems, including coordinating and scheduling the use of computer terminals and networks to ensure efficient use. • Provides first level trouble shooting of tape drive… Show more Network Technician Provide data center services as Computer Operator, Data Protection Systems Monitor, Tape and Records Librarian, and System Backup Technician. • Monitor systems for batch processing jobs, backups, and copy jobs utilizing Tivoli Workload and Netview. • Oversee the operation of computer hardware systems, including coordinating and scheduling the use of computer terminals and networks to ensure efficient use. • Provides first level trouble shooting of tape drive issues and primary contact and escort for hardware replacement or maintenance documenting with TOCTD software through Lotus Notes. • Load equipment with selected materials for operating runs. • Regularly provide data backup, server intervention, and security services for outside vendors following IBM documentation for handling Portable Storage and ITIL practices. Show less



LexisNexis

• IT Services and IT Consulting
• 700 & Above Employee

• Operations Technician

  • Nov 1999 - May 2009

  Operations/Systems Technician Provided data center services as a Customer and Vendor Service Representative, Computer Operator, Data Protection Systems Monitor, Tape and Records Librarian, and Network Monitoring. • Monitored all systems for equipment failure, job failure, or errors in performance. Documenting errors or system issues through a webstar reporting system, utilizing programmer notes to either resolve or escalate any issues. • Oversaw the operation of computer hardware… Show more Operations/Systems Technician Provided data center services as a Customer and Vendor Service Representative, Computer Operator, Data Protection Systems Monitor, Tape and Records Librarian, and Network Monitoring. • Monitored all systems for equipment failure, job failure, or errors in performance. Documenting errors or system issues through a webstar reporting system, utilizing programmer notes to either resolve or escalate any issues. • Oversaw the operation of computer hardware systems, including coordinating and scheduling the use of computer terminals and network using BMC software to ensure efficient capacity use. • Coordinated, on a regular basis, communication with internal and external customers and vendors in order to resolve drive, backup, or system problems documenting with a webstar reporting system. • Helped programmers and systems analysts test and debug new programs. • Loaded peripheral equipment with selected materials for operating runs, ensuring daily that all data necessary for backup emergencies was transferred to a secure offsite location, and that all data necessary for the following day procedures were received. • Regularly provided data backup, server intervention, and security services for outside vendors, following documentation ensuring that all services met Sarbanes Oxley (SOX) standards. • Purchased, warehoused, and inventoried of all media (tapes, CDs), printer supplies (large mainframe IBM used company wide) and office supplies within area. • Answered telephone calls throughout the day to assist computer users, both internal and external, encountering problems. Show less