Experience

• 

  Adecco group

  Nov 2011 - Feb 2013

  • Escalation point for all service calls that could not be handled by the initial team• Chasing tickets with other teams within the Adecco UK&I IT Department• Managing end-user escalations• Managing 3rd party engagement when required• Reporting major issues to other IT teams and communicating them to the business• Collaborating with other teams to provide high quality support• Distribution of tasks between the IT Service Desk agents• Providing quality reports and feedback to the Management team• Providing mentorship and post-induction training to the IT Service Desk agents• Backup of the team’s On-duty Manager• Collaboration with the Problem Management team• Testing and supporting internal hand-over processes• Knowledge Base and Document Management (creating and keeping up-to-date ticket templates, guides, process documents, etc.) Show less · Answering phone contacts promptly and professionally and ensuring delivery of phoneSLAs· Creating a ticket for new calls into the case management tool· Identifying and resolving customers’ request, problem or incident using the relevantknowledge base tools and other technical resources· Fully documenting every ticket, including all resolution steps· Complying with desk specific or ad hoc tasks· Ensuring constant self-development using day to day work, web-based training, andany other available tools· Adhering to the telephone login procedures and all other team’s policies and procedures Show less

  • Incident Lifecycle Coordinator

    Aug 2012 - Feb 2013

  • IT Service Desk 1st line support team

    Nov 2011 - Aug 2012
• 

  Hewlett-packard

  Feb 2013 - Jul 2014

  Essn elq engineer

  Storage (HPSD) :• EVA – all HP EVA models – 4400/6400/8400/P6000• MSA 2000 – all HP Modular Smart Array Enclosures - P2000 G1,G2,G3• Modular Storage Libraries: MSL G3: MSL2024, 4048, 8096 • Tape Autoloaders and ALL Nearline Products• Enterprise Storage Libraries – ESL 9000, ESL-E, ESL G3 • Virtual Tape Libraries – VLS and D2D Store Once • SAN switches (Brocade, San Directors)• 3PAR• XP Storage SystemsHPSD Software:Command View EVA, VLS, MSL, ESL, Storage ManagerServers (ISS):• HP ProLiant Servers (All Generations ML, DL)• HP Blade Servers Show less

• 

  Ibm

  Jul 2014 - now

  Key Responsibilities:-Lead a global, virtual, L2 follow-the-sun technical queue staffed with our top global talent of certified technical specialists who may be geographically dispersed among any of our IBM Remote Technical Support Centers worldwide;-Manage our IBM MVS TSS delivery relationship with the OEM’s L3 organization and acts as our single IBM TSS escalation point to address product or service quality issues with the respective OEM.-Provide guidance to the IOT, IMT, and country L1 and field teams to help enable local service elements that “plug-in” to the global L2 queue as their single, global escalation point for access to IBM’s deepest competency based skill for the respective OEM;-Manage our OEM lab assets and drive our planning process to ensure that all personnel staffing the queue have access to the right suite of lab assets to re-create errors and solution client problems;-Establish and maintain processes and procedures for FTS queue to ensure that all responsiveness, quality, and client satisfaction targets are met or exceeded;-Monitor and manage critical situations and ensure that RCAs are performed and acted upon in the event of any service failures; -Manage global metrics review process across all IOTs/IMTs/Countries-Consult with our IBM TSS Sellers and Offering teams worldwide on our capabilities and provide feedback on any investments in resource, training, or equipment that may be necessary in order to grow our capabilities and win new business.Certificates:Cloudian Certified Support EngineerNetapp ONTAP Support ProfessionalNetApp Accredited Hardware Support EngineerNetApp Certified Support Engineer Show less • Product Field Engineer for the IBM Netapp/FAS and Nseries product family and related products• Providing advanced remote technical support (Level 2/Level 3) to customers across the globe• Assuming ownership of business critical escalations, actively assisting the Dispute Resolution Owner and Project Office teams to provide technical solutions and maintain customer satisfaction• Acting as customer-facing point-of-contact for complex environment issues where multiple vendors are involved, working closely with NetApp and Lenovo • Collaborating with development, suppliers and QA team to drive fixes for field issues• Recreating customer configurations in lab environment to facilitate isolation of problems and defects• Generating technical documentation for support personnel and clients to follow• Delivering process, tool and technical trainings to new hires and as part of technical skill set development activities Show less

  • Technical Escalation Manager

    Sept 2021 - now

  • Technical Escalation Manager

    May 2021 - now

  • Cisco TAC Team Manager

    Jun 2018 - Sept 2021

  • Global Competency Leader - MVS Storage

    Apr 2016 - Jun 2018

  • Product field engineer

    Jul 2014 - Apr 2016