Matthew Davis

Technical Support Analyst L3

556 followers

Greater Syracuse-Auburn Area

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Timeline
About me
Collaborative Team Player, Vision Converter, Coder
Education
- Three Rivers Community College
  2007 - 2007
- Onondaga Community College
  2014 -
  Computer Information Systems A.S.
- Ridley Lowell Business and Technical Institute
  1999 - 2000
  Computer/Information Technology Administration and Management
Experience
- CSC
  Jun 2001 - Aug 2005
  Technical Support Analyst L3
  Start to finish Helpdesk Support, Active Directory Administration, NAS restoration, Outlook/Exchange SME.
- GP Strategies Corporation
  Sept 2005 - Jun 2008
  Problem managementProcess analysis and improvementPreparation for Managed Services Daily datacenter operations tasks, Windows, Unix and Network L1 support.
  - Data Protection Level 2
    Nov 2006 - Jun 2008
  - Operations Analyst
    Sept 2005 - Jun 2008
- Northeast Alternative Energy LLC
  Nov 2007 - Jul 2011
  WebMaster/Information Services
  Web designer, systems administration and various other technical consulting services.
- HP Enterprise Services
  Jun 2008 - Jan 2013
  Global Delivery Lead / Data Protection
  -Lead Data Protection technical bridges-Escalation Point for DTS and L1/L2 Staff-Project Management-Process Management and Procedure Generation-Problem Review Management.
- Dell Technologies
  Jan 2013 - now
  Managed Backup and Recovery Solutions team for a Fortune 100 Pharmaceutical company with 12K+ assets. Backup Solutions deployed included Avamar, Networker, Data Domain, and IRS.Assisted in a migration of over 80% of assets over 5 years to current backup technologies.Turned in consistently successful SLA results for Backup, Recovery, Replication.Managed highly technical team resources on three continents and with fully remote resources.Introduced Agile and Self-organization practices to this team. Assisted in the creation of automations to capture daily KPI's for service delivery hotspots.Introduced incident avoidance with proactive and transparent practices to keep key stakeholders informed. Helped to reduce the incident impact of near 100k incidents yearly to 30k. Show less Consultant, Service Delivery - BRS Division (Backup and Recovery Solutions)Escalation level resource proficient in process governance and execution. I act as a senior escalation point for incidents and problems related to technology management and process. I participated in the implementation of improvement plans as it relates to backup and recovery technologies. I was involved with consolidation projects as an expert in migrating clients and using backup technology to meet project timelines. I was a participant in EMC’s GSAP (Global Services Associate Program) as a mentor, providing them necessary guidance and understanding of how a managed service is executed.I responded to mission critical escalations as designated by my leads and managers. Show less
  - Principal Engineer, Service Delivery
    Aug 2020 - now
  - Manager 2, Service Delivery
    Jan 2016 - Aug 2020
  - Consultant, Service Delivery
    Jan 2013 - Jan 2016
Licenses & Certifications
- Backup and Recovery - Data Domain Specialist (EMCIE)
  Oct 2013
- Backup and Recovery - Avamar Specialist (EMCIE)
  Aug 2013
- ITIL v3 Foundation
  Jun 2013
- Backup and Recovery - Networker Specialist (EMCIE)
  May 2013
- Information Storage Associate V2 (EMCISA)
  May 2013