Charles Bess, Jr.

Experience

• 

  Gannett | USA TODAY NETWORK

  Dec 2003 - Jul 2020

  Sr. Operations Analyst/Enterprise Infrastructure

  • Internal desktop software and hardware support for 10,000+ employees• Primary support and organizer for Windows Server Update Services (WSUS) and System Center Configuration Manager (SCCM) environment: implementation, scheduling and processing • Operations support (Phoenix) for the IBM iSeries and the Microsoft Windows platforms (hardware and software) o Organize hardware o Install hardware and software o Decommission hardware o Storage hardware, software, equipment• Administrate, schedule and troubleshoot batch processing for USA TODAY print sites and field operators • Create, organize, and maintain IBM iSeries data retention schedules • Create, test, and maintain document support for Operations policies and procedures• Detail and organize job efforts for Operations staff (Phoenix)• Education and administration of the Robot and Halcyon job scheduling systems • Operational support and control for o IBM Hardware Management Console (HMC) o Symantec/Veritas NetBackup o McAfee ePolicy Orchestrator 4.6 • Train Operations staff on systems procedures and tasks for the IBM iSeries and Microsoft Windows platform • Research and implement new technologies for use within Gannett Operations to increase business efficiency Recognized for: USA TODAY National Support, Helpdesk Support, Project Management, and Training Show less

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  Bernard Nickels & Associates

  Jul 2020 - Apr 2021

  Associate Contractor

  Perform technical tasks, which are related to the operation and monitoring of assigned technologies, the IBM as400 platform, for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.• Delivers services within defined SLAs and security/compliance requirements• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift• Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate. Escalates issues to Managed Services Engineers as appropriate• Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately• Ensures issues are communicated to customers in a timely and effective manner• Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues• Study, interpret, and develop a thorough understanding of incidents, problems and opportunities through systematic analysis • Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement• Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions• Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes. Show less

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  Sirius Computer Solutions

  Apr 2021 - Dec 2021

  Analyst, Managed Services Operations (company acquired by CDW)

  Perform technical tasks, which are related to the operation and monitoring of assigned technologies, the IBM as400 platform, for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.• Delivers services within defined SLAs and security/compliance requirements• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift• Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate. Escalates issues to Managed Services Engineers as appropriate• Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately• Ensures issues are communicated to customers in a timely and effective manner• Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues• Study, interpret, and develop a thorough understanding of incidents, problems and opportunities through systematic analysis • Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement• Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions• Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes. Show less

• 

  CDW

  Dec 2021 - now

  Analyst, Managed Services Operations | CDW

  Perform technical tasks, which are related to the operation and monitoring of assigned technologies, the IBM as400 platform, for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.• Delivers services within defined SLAs and security/compliance requirements• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift• Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate. Escalates issues to Managed Services Engineers as appropriate• Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately• Ensures issues are communicated to customers in a timely and effective manner• Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues• Study, interpret, and develop a thorough understanding of incidents, problems and opportunities through systematic analysis • Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement• Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions• Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes. Show less