Experience

Rave Mobile Safety

• United States
• Software Development
• 100 - 200 Employee

• Escalation Manager

  • Mar 2016 - Present

  • Managing resolution of technical issues for clients, which can consist of: System administrators who provide services to the client, End Users that are customers of those services as well as Internal users. • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service level agreements. This includes ownership of the data entered into the CRM system and appropriately updating both the client and internal Rave employees… Show more • Managing resolution of technical issues for clients, which can consist of: System administrators who provide services to the client, End Users that are customers of those services as well as Internal users. • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service level agreements. This includes ownership of the data entered into the CRM system and appropriately updating both the client and internal Rave employees of status of all issues on a timely basis. • Providing superior client management with excellent communication, responsive follow through, and advocacy for client issues within internal departments. Success criteria is highly focused on customer satisfaction levels. • Maintaining a full understanding of all products offered by Rave Mobile Safety. • Collaborating extensively with peers and members of the escalation team including Engineering, Product, QA, and Client Management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients. Show less • Managing resolution of technical issues for clients, which can consist of: System administrators who provide services to the client, End Users that are customers of those services as well as Internal users. • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service level agreements. This includes ownership of the data entered into the CRM system and appropriately updating both the client and internal Rave employees… Show more • Managing resolution of technical issues for clients, which can consist of: System administrators who provide services to the client, End Users that are customers of those services as well as Internal users. • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service level agreements. This includes ownership of the data entered into the CRM system and appropriately updating both the client and internal Rave employees of status of all issues on a timely basis. • Providing superior client management with excellent communication, responsive follow through, and advocacy for client issues within internal departments. Success criteria is highly focused on customer satisfaction levels. • Maintaining a full understanding of all products offered by Rave Mobile Safety. • Collaborating extensively with peers and members of the escalation team including Engineering, Product, QA, and Client Management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients. Show less



Oracle

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

• Cloud Delivery Manager

  • Jun 2018 - Feb 2019

  • Participate and manage strategic initiatives and projects that help optimize the overall delivery quality of the Cloud Services for customers • Work in collaboration with technical teams and optimize the scheduling of resources and overall end to end process from request to delivery of initiatives • Manage and help with key deliverable schedule conflicts and work with cross functional hosting, product management and customer partners towards amicable solutions • Drive… Show more • Participate and manage strategic initiatives and projects that help optimize the overall delivery quality of the Cloud Services for customers • Work in collaboration with technical teams and optimize the scheduling of resources and overall end to end process from request to delivery of initiatives • Manage and help with key deliverable schedule conflicts and work with cross functional hosting, product management and customer partners towards amicable solutions • Drive improvement of the overall delivery of Oracle’s Cloud solutions. • Management of customer escalations and work closely with members of the Cloud Services Delivery organization to support all aspects of SaaS hosting delivery for assigned customer accounts Show less • Participate and manage strategic initiatives and projects that help optimize the overall delivery quality of the Cloud Services for customers • Work in collaboration with technical teams and optimize the scheduling of resources and overall end to end process from request to delivery of initiatives • Manage and help with key deliverable schedule conflicts and work with cross functional hosting, product management and customer partners towards amicable solutions • Drive… Show more • Participate and manage strategic initiatives and projects that help optimize the overall delivery quality of the Cloud Services for customers • Work in collaboration with technical teams and optimize the scheduling of resources and overall end to end process from request to delivery of initiatives • Manage and help with key deliverable schedule conflicts and work with cross functional hosting, product management and customer partners towards amicable solutions • Drive improvement of the overall delivery of Oracle’s Cloud solutions. • Management of customer escalations and work closely with members of the Cloud Services Delivery organization to support all aspects of SaaS hosting delivery for assigned customer accounts Show less



PTC (formerly Axeda)

• Foxboro, MA

• Systems Operations Administrator for PTC Cloud Services

  • Jan 2015 - Mar 2016

  • Maintaining a monitoring system that consists of over 1,000 hosts and 10,000 service checks using Icinga. • Creating monthly SLA reports for 120+ production instances with a reporting system using Jasper Server and iReport. • Documenting a run book for future use and troubleshooting. • Providing Tier I and II system support. • MySQL and Oracle PL/SQL experience. • Linux System Administration including Debian, RedHat, CenOs and Ubuntu. • General server maintenance… Show more • Maintaining a monitoring system that consists of over 1,000 hosts and 10,000 service checks using Icinga. • Creating monthly SLA reports for 120+ production instances with a reporting system using Jasper Server and iReport. • Documenting a run book for future use and troubleshooting. • Providing Tier I and II system support. • MySQL and Oracle PL/SQL experience. • Linux System Administration including Debian, RedHat, CenOs and Ubuntu. • General server maintenance and upgrades. • Scripting and Programming in BASH and Python • Monitoring and trending data for capacity planning, failure analysis and structural integrity. • Diagnosing and fixing issues to ensure 99.9% customer uptime. • Composing external root cause analysis in the event of any major service outage Additional responsibilities include joining the DBA On-Call rotation: • Monitoring and Metrics using Oracle Cloud Control • Troubleshoots OS, virtualization and application performance issues Show less • Maintaining a monitoring system that consists of over 1,000 hosts and 10,000 service checks using Icinga. • Creating monthly SLA reports for 120+ production instances with a reporting system using Jasper Server and iReport. • Documenting a run book for future use and troubleshooting. • Providing Tier I and II system support. • MySQL and Oracle PL/SQL experience. • Linux System Administration including Debian, RedHat, CenOs and Ubuntu. • General server maintenance… Show more • Maintaining a monitoring system that consists of over 1,000 hosts and 10,000 service checks using Icinga. • Creating monthly SLA reports for 120+ production instances with a reporting system using Jasper Server and iReport. • Documenting a run book for future use and troubleshooting. • Providing Tier I and II system support. • MySQL and Oracle PL/SQL experience. • Linux System Administration including Debian, RedHat, CenOs and Ubuntu. • General server maintenance and upgrades. • Scripting and Programming in BASH and Python • Monitoring and trending data for capacity planning, failure analysis and structural integrity. • Diagnosing and fixing issues to ensure 99.9% customer uptime. • Composing external root cause analysis in the event of any major service outage Additional responsibilities include joining the DBA On-Call rotation: • Monitoring and Metrics using Oracle Cloud Control • Troubleshoots OS, virtualization and application performance issues Show less



Axeda Corporation

• NOC Systems Administrator

  • Jan 2014 - Jan 2015

  • Monitor system, application, database, and web servers using Nagios and Icinga, in order to proactively predict impending issues and provide 99.9% customer up-time. • Linux System Administration using Debian, RedHat, CentOs and Ubuntu. • Scripting and Programming in BASH and Python. • Applied technical expertise, and product knowledge to resolve tier 1 customer issues to help define, and diagnose issues. • Effective communication, and problem solving across multiple departments… Show more • Monitor system, application, database, and web servers using Nagios and Icinga, in order to proactively predict impending issues and provide 99.9% customer up-time. • Linux System Administration using Debian, RedHat, CentOs and Ubuntu. • Scripting and Programming in BASH and Python. • Applied technical expertise, and product knowledge to resolve tier 1 customer issues to help define, and diagnose issues. • Effective communication, and problem solving across multiple departments. • Prioritize issues of varying severity, and effectively managing the resolution or escalation of all issues within accepted service level agreements. • Manage cases through the use of Salesforce. • Execute Maintenance procedures as defined by Technical Support Teams. • Documentation of process, environment, and run books

• Technical Support Engineer

  • Oct 2011 - Jan 2014

  • Provide world-class technical support to Axeda Customers. • Ensure Service Level Agreements (SLA) are fulfilled and ensure that proper, consistent communication of issue status in accordance with SLA. • Drive the resolution of tier 1 customer issues by working to define and diagnose issues by applying technical expertise, product knowledge, communication and problem solving skills. • Prioritize issues of varying severity, and effectively manage the resolution or… Show more • Provide world-class technical support to Axeda Customers. • Ensure Service Level Agreements (SLA) are fulfilled and ensure that proper, consistent communication of issue status in accordance with SLA. • Drive the resolution of tier 1 customer issues by working to define and diagnose issues by applying technical expertise, product knowledge, communication and problem solving skills. • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels. • Appropriately update both customer and Axeda's internal teams with current status of all issues on a timely basis. Participate in customer calls and manage customer interactions.



MEDITECH

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

• Senior Application Specialist

  • Sep 2005 - Oct 2011