Platon Tsamouridis

Experience

• 

  Xenos Travel

  Jun 2000 - Jul 2003

  PC – Technician

  Building Desktop PC solutions, Installing OS & Applications, Troubleshooting

• 

  Velti

  Jan 2009 - May 2014

  • Monitor system performance/network communication, install, configure, administrate and troubleshoot monitoring tools as Nagios and Cacti • Maintaining system.• Install, configure, administrate and troubleshoot of production and/or internal systems at operatingsystem and application level.• Create a backup and recover policy, ensuring all required file systems and system data are successfully backed up.• Manages systems to eliminate risk of data loss and abuse.• Setup security policies for users.• Automate procedures using shell scripting.• Creating Asterisk - Dialplan (IVR) for Large Scale Campaign• Supports mission-critical applications. Show less • Automate procedures using shell scripting• Install, configure, administrate and troubleshoot monitoring tools as Nagios and Cacti• Supports mission-critical applications.• Install, configure, administrate and troubleshoot of production and/or internal systems at operating system and application level.• Manages systems to eliminate risk of data loss and abuse.• Follows applications configuration, deployment and support procedures (Apache, Apache - Tomcat, Kannel, ActiveMQ, Jboss, Hudson, Jenkins, Sonar, etc).• Provides documentation, assistance, and training concerning technical operations in response to customer needs. Show less • Supports mission-critical applications.• Install, configure, administrate and troubleshoot of production and/or internal systems at operating system and application level.• Manages systems to eliminate risk of data loss and abuse.• Follows applications configuration, deployment and support procedures (Apache, Apache - Tomcat, Kannel, ActiveMQ, Jboss).• Provides documentation, assistance, and training concerning technical operations in response to customer needs.• Provides customer support services upon demand, handling emergencies (telephone support, remote services and call-outs to customer premises), low priority problems and technical queries. Show less

  • System Administrator / System Engineer

    Jun 2011 - May 2014

  • Application Support Engineer / System Administrator / Engineer - dedicated at Large Scale Campaigns

    Sept 2010 - Jun 2011

  • 24*7 Support / Application Support Engineer / System Administrator

    Jan 2009 - Sept 2010
• 

  Cisco

  May 2014 - now

  Objectives:• Lead AI-driven enhancements and a Problem Management team, ensuring service efficiency, customer satisfaction, and cross-regional service delivery.• Oversee workload optimization with innovative ticket/case management techniques, while fostering team development through coaching, mentoring, and stretch assignments.• Collaborate globally to ensure consistent, high-quality service and refine operational procedures with CMS teams using the ITIL Service Operations framework.• Serve as an escalation point for critical issues, providing senior-level updates and contributing to major projects aligned with Cisco’s strategic goals.• Address global issues impacting CMS, TAC, and BU teams to drive continuous improvement. Show less • Provide broad triage support within Application, Operating Systems and Data Center solutions. Solutions include Oracle and SQL data bases, RHEL, Windows server and Java application environment (Jboss, liferay, web services) • Works on complex problems where analysis of situations requires in-depth evaluation of factors. • Provide systems/product support and training to customers, and contribute towards building a knowledge base to help customers and internal stakeholders. • Provide guidance leadership to less experienced engineers. • Develop expertise in specific areas (i.e. technology, product). Transfer this skills in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...) • Act as a focal point for high impact, large account problem resolution. • Act as a technical expert and provide support on a European and world-wide basis • Interfaces with VARs, OEMs, end-users, and internal engineering departments to drive quality into the product Show less

  • Manager @ Cisco Managed Services

    Apr 2021 - now

  • ITIL Problem Management Lead (EMEAR/GLOBAL)

    Dec 2018 - Apr 2021

  • Senior ITIL Problem Manager

    May 2018 - Dec 2018

  • ITIL Problem Manager

    Feb 2016 - May 2018

  • System Engineer 3 / Customer Support / Customer Advocacy

    May 2014 - Feb 2016