Production Support

System Administration Houston, Texas, United States

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Summary

Possesses 15 years of IT industry experience, with 12 years dedicated to Senior Support Engineer.
Actively monitors, tests, and resolves hardware and software issues to maintain peak performance, anticipating and mitigating end-user experience impacts.
Efficiently manages multiple assignments and projects, ensuring meticulous updates to ticket tracking systems for precise record-keeping.
Provides expert troubleshooting, analysis, and maintenance, offering guidance on technical architecture and accurate task estimation to meet deadlines.
Proficiently handles all project life-cycle aspects (ITIL/SDLC).
Exhibits exceptional communication abilities, adeptly interacting with clients, and offering valuable process improvement suggestions.
Brings extensive experience in 24x7 on-call support, managing trouble tickets, and resolving issues for remote workers in control center environments.
Demonstrates effectiveness in both independent and collaborative work, leveraging collective expertise for optimal customer issue resolution.
Responsible for desktop support and troubleshooting for business clients, ensuring hardware and software performance optimization.
Adheres to approved procedures, meeting service level agreements (SLAs) and conducting root cause analysis (RCA) for continuous improvement..
U.S. Citizen.