jessica claire resumesampleexamplecom 555 4321000 100 montgomery st 10th floor professional summary detailoriented senior information technology specialist 22 years experience offering outstanding support users various levels exceptional knowledge skills command center environments established reputation sharp technology expert working customers identify deploy solutions seeking leverage solid technical skills abilities advance career advanced technical support needs skills technical support assistance escalation outages vendors management proven team leader afterhours absence management system performance assessment organizational skills following diagrams written instructions auditing service requests resolving incidents requests problems troubleshooting network issues vendor site support coordination enterprise monitoring software mainframe environments voice systems troubleshooting platform alarm troubleshooting escalation writing updating sop documentation coach new hires technical procedures education south central technical college north mankato mn computer careers work history city clovis senior information technology specialist clovis ca 022015 current team lead little supervision afterhours support needs respond mainframe network platform voice related support issues affecting production availability ensure resolved according sla teams average 99 sla success rates resolve requests contacting end users missing information needed complete requests monitor events applications jobs agents using ca workload automation job schedulers following established escalation procedures reporting delays problems management escalation teams monitor network devices communications provided tools interpreting results troubleshooting identify understand resolve network performance problems work vendor technicians internal support teams resolve network issues store distribution center locations configure devices software set workstations employees resolve firecall requests using active directory pim conduct daily system monitoring integrity availability hardware software conduct platforms write update department sop documentation voice documentation updates resulted 10 increases ticket resolution times work leadership teams achieve specific command center goals drive complicated system related issues resolution across multiple services groups summarize key elements technical problems assign cases internal external partners advise senior leadership developments action plans set customer expectations provide updates regarding troubleshooting resolution action plan external communications commworks technical lead atlanta ga 032012 022015 communicated contracting team client team issues overlapped team scopes supervised open systems dr backup tape schedule scheduled team members afterhours coverage preparing cases picked offsite vendor investigated addressed system issues enhance usability improve functionality mentored junior team members providing educational expertise technical concepts related open systems operations functions responsibilities evaluated adopted new team processes address changing client needs held responsibility client reporting team metrics exports monthly ticket details reported results spreadsheet pivot tables pie charts created powerpoint presentations held weekly meetings granting sla exceptions missed slas average open systems team sla 997 organized system infrastructure documentation operating procedures strengthening controls enhancing overall performance monitoring open systems application schedules manage department task sheet ensure items completed recovery retail store files using telnet remote desktop applications active directory access requests oversaw project delivery new servers disposal retired servers project completion timeline ahead schedule supervalu senior information technology technician city state 022005 022012 monitored mainframe zos lpars lotus notes lpars as400 systems vm linux lpars perform mainframe as400 open system backups monitor native virtual tape systems contacting support tape system repairs needed monitor sysview mainframe conditions needing attention monitor mainframe jobs using ca7 enterprise scheduler platforms call support teams scheduling requirements resource requirements hold mainframe jous jobs monitor open systems agents applications objects jobs using autosys esp workstation ca workload automation job schedulers escalate scheduling errors maxrun job fail alarms application support teams attend outage notification bridge calls page support teams needed resolve outages create outage timelines reported management root cause analysis perform mainframe environmental production batch backups within change window end time application availability times ahead schedule quite frequently work vendors replace repair data center hardware needed monitor xerox printers sort output print timecards print payroll checks box output shipping monitor site scan call facilities support needed open update transfer close tickets operations related issues learned new skills applied daily tasks improve efficiency productivity