Gerry Shoulders

Experience

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  Expedient

  Oct 2006 - Jun 2015

  Follow security procedures to facilitate customer access requests. Process and prioritize customer requests by phone, e-mail, or in person for service related assistance applying to a variety of technologies. Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support. Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions. Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests. Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution. Support customer solutions across all Expedient data centers as assigned by the management team Show less

  • Tier 2 Technician

    May 2007 - Jun 2015

  • Tier 1 Analyst

    Oct 2006 - May 2007
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  The Brookfield Group

  Oct 2015 - now

  Responsible for merging multiple support teams into a single team, titled Technical Support Center. Developing and implementing strategies to improve our services and customer satisfaction. Establishing and review metrics for measuring the effectiveness of Technical Support Center, including response time, resolution time, and customer satisfaction. Leading the Engineer Team responsible for our Data Center Facility. Delivering our IaaS Offerings including Virtualization, Backups, and Colocation. I am a member of the Data Center Infrastructure team. I am responsible for Virtualization, Data Center Network, and Backups. I leverage VMware, Hyper-V, SAN Storage, Veeam and Cisco/Nexus to deliver our IaaS service offerings.

  • Director of Technical Services

    Jul 2021 - now

  • Director of Infrastructure

    Apr 2019 - Jul 2021

  • Senior System Engineer

    Oct 2015 - Apr 2019