Raul Guzu

Experience

• 

  Endava

  Sept 2018 - Mar 2024

  Monitor Infrastructure on multiple Major ClientsTroubleshoot infrastructure problems for both Applications and Servers.Troubleshooting issues for Linux & Windows ServersTroubleshooting basic networking issues for both LAN & WAN networksImplement Servers into Monitoring Tools used by clientsMonitor NetApp ErrorsMonitor issues in OpsView, SolarWinds, Science-LogicProvide guidance in Major Issue Escalation for 1st line teamLog Procurement tickets & issues with 3rd PartiesUpdate and upgrade documentationTrain new team membersAssisted with the on-boarding process for new clients Show less Act as a 1st point of contact to support customers reporting issues, requestinginformation, access, or guidance, via email, phone, IM or any other agreedchannelsLog, classify, troubleshoot, resolve or escalate incidents or requests using ITSMtools according to internal proceduresAdvise customers on appropriate course of actions and timelines using aprofessional, customer-oriented languageAct as an interface between customers and our support teamsCollaborate with internal/external departments to deliver a high-quality serviceUpdate and upgrade documentation and user guides Show less

  • IT Support & Monitoring Engineer

    Jun 2020 - Mar 2024

  • Service Desk Analyst

    Sept 2018 - Jun 2020
• 

  LEONI

  Apr 2024 - now

  Information Technology Operations Engineer