O'Neal Fred

Experience

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  TAC Worldwide

  Jun 1993 - Jan 2004

  Consultant

  Deliverable: Effective problem resolution process • Provide root cause analysis to find problems • Predict future problems • Reduced number of unassigned problems, and increased number of problems • Reduced number of incidents and problems and lessen the impact of those that do occur• Increased number of workarounds and permanent solutions to identified problems• More problems resolved earlier or avoided entirely

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  IBM Global Services Group

  Oct 2001 - Jun 2004

  Consultant

  • Ensure that the work required to successfully operate IT services has been identified• Minimize service disruptions and downtime • Execute recurring IT operations work effectively and efficiently • Improved efficiency of IT staff• Increased IT service availability• Improved operations of new/changed IT services• Reduction of reactive work

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  Dell

  Oct 2005 - Mar 2007

  DeskTop /Server Technical Support

  • Provide a positive experience to the users of a service provider• Address complaints or issues • Maintained levels of business productivity• Increased value added by IT• Improved business functionality, competitiveness, and efficiency.• Quicker and more effective responses to service incidents

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  Intuit

  Jan 2007 - Jan 2011

  Seasonal Support

  Responsibilities:-Resolve customer inquiries by phone, chat or email-Learn and utilize specific software tools and problem solving strategies to solve customer issues and continuously improve our processes-Do the right thing for the customer. Ensure that they have the tools and knowledgethey need to run their business.-Learn and utilize specific software tools and problem solving strategies to solve forcustomer issues and continuously improve our processes

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  Symantec

  Jan 2010 - Sept 2015

  Configuration Management Analyst

  Uses problem management metrics and critical success factors to drive continual improvement in root cause analysis, downtime, required resources and issue deterrence.Provides IT management with an analysis of the risk and impact of outstanding problem tickets, resources required for proper root cause analysis and resolution, status of problem tickets, and the benefits realized by performing problem managementParticipates in problem management technology evaluations and decisions, and manages the day-to-day use of problem management toolsEnsures that problems in the environment are entered in the problem management ticketing system in a timely manner with accurate information. Service NowPerforms upfront root cause analysis to understand the impact, severity and risk of the problem; determines what work-arounds and known errors exist; and assigns a priority to the ticketManages the problem ticket owner and required technical resources throughout the IT organization and within outside vendors, to ensure that the problem is being resolved within external and internal service-level goalsPrior to the problem management ticket being closed, ensures that the ticket owner has performed the proper root cause analysis, documented the work-arounds and known errors, the issue has actually been resolved and the appropriate processes were followedEstablishes regular communication with IT management and the business regarding the status of problem tickets, known errors, the resources working on the ticket, adherence to SLAs for problem ticket turnaround and the benefits of not having the issue reoccurIs an active member of the critical incident, change & configuration teams, and works to provide seamless process and data integration among these process modules Mostrar menos

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  EXtreme cONsulting

  May 2011 - Jan 2015

  Consultant

  • Troubleshoot internal hardware device issues• Troubleshoot application software issues • Troubleshooting PCs, MACs, laptops, mobile devices• Troubleshooting Printers• Create user and email accounts• System backup/restore/storage• Break/fix experience of workstations and hardware• Remote access and troubleshooting • Microsoft Windows OS/Server (XP, Vista, 7, 8, 10, 2008, 2012, 2016 nanoServer)