Christopher Saglibene

Experience

• 

  Cervalis

  Aug 2010 - Jul 2015

  • Provide daily support for over 100 managed customers• Ensure tickets are handled within SLA guidelines• Engage tier 3 support as needed for tickets and see through until resolution• Cross train other tier 2 engineers within my subject matter expertise• Mentor Data Center Technicians on new procedures and technologies • SME for Alert Logic. Implantation, Security/vulnerability scanning, blocking, whitelist and reporting• Implement new customer environments to specification• Refresh/renewal of customer environments• Document customer environments using Visio, and create procedures for tier 1 support• SME for Simpana Comvault backups. Installation, configuration, backup/restore for over 200 managed servers• SME for GFI LanGuard 2012. Responsible for monthly patching for customer’s environments. Generating reports and providing the RFC for the change• Provide 24/7 oncall support on a rotational basis Show less • Provide hardware configuration and support including server builds, rack and stacking, equipment and LAN cabling as needed.• Perform daily remote hands including tape swaps, DNS changes, RFCs and other customer requests. • Monitor all sites utilizing systems such as Solar Winds, Site Scan, Nimsoft, Commvault, System Center Ops Manager. • Create tickets using Onyx and Nimsoft Service Desk.• Be initial point of contact (phone/emails/web mail) for all customer inquiries.• Verify all contacts against data base to ensure that contact is authorized to open a trouble ticket.• Acknowledge all incoming email and web ticket inquiries within 15 minutes of receipt.• Adhere to customer-specific procedures and Service Level Agreements (SLA).• Monitor all alarm conditions; follow escalation policies and procedures and severity level processes. • Understand facility infrastructure specifically to the electrical and mechanical systems used in a data center environments including: Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units.• Check Data Center critical areas as defined and report/document issues found.• Respond to all Data Center alarms per policies and procedures. • Generate weekly customer web and network reports using Funnel Web Analyzer. Show less

  • System Engineer Tier II

    Sept 2013 - Jul 2015

  • Data Center Technician (Shift-Lead)

    Aug 2010 - Sept 2013
• 

  CyrusOne

  Jul 2015 - now

  • Supervises activities of Tier I, II and Tier III technicians at multiple facilities.• Provides supervision to Global Service Center Supervisor.• Oversees all operational functions for multiple facilities. This includes directing, leading, and coaching staff to ensure high quality performance• Ensures customers are responded to in a timely manner.• Maintain a 24 x 7 Global Service Desk team – ensure adequate staffing levels at all times at multiple facilities.• Responsible for implementing, monitoring, escalation, and ticket system processes.• Provides oversight to teams as the complete remote hands, tape swaps, DNS updates, etc. per customer requirements.• Provide back up support to other Global Service Center Supervisor and technicians.• Provides coverage to Global Service Center Supervisor and employees for vacations, planned, unplanned out-of-office conditions.• Participate in an after-hours and weekend on call rotation for escalations• Responsible for preparing “Weekend Assignments” each Friday for the weekend team.• Utilizes industry knowledge and understanding of customer needs to drive promote the successful use of product offerings and services. • Consolidates key data points and reports on operational service levels.• Drives a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented.• Oversees the ticketing system and other critical business systems and processes to ensure a smooth and automated operation.• Investigate customer concerns about service, timeliness or quality• Ensure team knowledge of and compliance to OSHA / safety standards• Control costs to ensure maximum profitability of service delivery product offering• Ensure client communications / interactions are professional and shift turnover is clearly communicated Show less Reporting to the Manager of Systems Engineering, the Systems Engineer Tier III is a senior level engineering role responsible for the design and support of customer compute and storage environments as well as providing support to SSC and Tier II team members. The Systems Engineer Tier III will also assist in the planning and project management of customer implementations, upgrades, and other projects, and apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues.Essential Responsibilities: • Design, implement and manage server, storage and virtual infrastructures running Microsoft Windows, Linux and VMware on HPE hardware• Work directly with customers to ensure the timely delivery of stable solutions• Creation of client implementation and support documentation• Automation of routine system administration tasks• Document recovery plans for CyrusOne customers with managed DR• Troubleshoot and resolve hardware and software related problems• On-call support as part of a rotation with the rest of the team• Participate in the development of products and standards• Provide support to SSC and Tier II Systems Engineers for escalated problems and issues• Maintain and further knowledge of hardware, software and operating system deployment standards and best practices via self directed research and training Show less • Provide daily support for over 100 managed customers• Ensure tickets are handled within SLA guidelines• Engage tier 3 support as needed for tickets and see through until resolution• Cross train other tier 2 engineers within my subject matter expertise• Mentor Data Center Technicians on new procedures and technologies • SME for Alert Logic. Implantation, Security/vulnerability scanning, blocking, whitelist and reporting• Implement new customer environments to specification• Refresh/renewal of customer environments• Document customer environments using Visio, and create procedures for tier 1 support• SME for Simpana Comvault and Veeam backups. Installation, configuration, backup/restore for over 200 managed servers• SME for GFI LanGuard 2012. Responsible for monthly patching for customer’s environments. Generating reports and providing the RFC for the change• Provide 24/7 oncall support on a rotational basis Show less

  • Manager, Global Service Desk

    Oct 2022 - now

  • Systems Engineer Tier III

    Nov 2019 - Oct 2022

  • System Engineer Tier II

    Jul 2015 - Nov 2019