-Technical Support for a french company (directly contact with the customer ) Monitoring, controlling and operating complex computer systems, networks, applications and/or distributed systems in a multi vendor environment. Analyzing first level problems for all systems (according to the service agreements), resolving and routing as appropriate, supporting the Systems Management Processes specific to their customer requirements, performing I/O (tape and print) duties where appropriate and batch management when required Validating severity/priority classification of the problem Incident Ticket Management - routing tickets to appropriate support groups Escalation initiating and tracking Perform basic problem determination on system and components Restart failing components as part of 1st level administration (OS, hardware & applications) Perform system recycles per predefined schedule Performing production checks as required Provide operational status as required Project : -Business trip for a skill transfer (Madrid). I was part of a 8-men team who successfully transferred a project from Spain to Czech Republic for company's client. Take the lead in complicated issues / crisis - ensure proper handling of this situation by the team (escalation, follow up, resolution ...) Coaching and Mentoring - ensure all the newcomers that are properly integrated in the team
Coordinated with customer and ensured that issues were resolved. Performed troubleshoot on system and resolved all issues in process. Follow the equipment vendor procedures or internal procedures in case of notifications or alarms Inform the hierarchical superiors and the Customer Care Department when the outages involve major network components; Record all the information regarding the outages (description of the event, actions taken, implicated persons / teams, timing, results) in the Trouble Ticketing application(Service Desk); Developed and implemented all network maintenance activities Monitored network devices like routers, servers, switches, using CA SPECTRUM Network Fault Manager Provided customer support including daily backup procedures, testing network connections, equipment installation and turn-up, and remote hands assistance. Responded to the technical support emails and phone calls from customers and helped end users in troubleshooting and resolving systems and connection related issues.