Yyyyyy x. yyyyyy

4448 Chaha Road Apt 203 Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com

NOC TECHNICIAN, OPERATIONS MANAGEMENT

• Self-motivated and able to work in a multicultural environment. Excellent team player, able to increase productivity. Strong decision-making skills, judgment, and outstanding initiative.
• Exceptional skill when working under high pressure.
• Extremely focused and motivated to achieve in a demanding environment that promotes teamwork but can identify and resolve issues independently.
• Goal-oriented self-starter with highest levels of personal initiative.

Clearview Global/ Zayo Xxxxxx, XXXXXX 2007 to Present

Lead NOC Technician

• Began as night shift Data Center Technician and promoted to current position 2011. Zayo acquired Clearview Global in April 2016. Oversee entire customer service desk process via trouble ticketing, ensure customer response times are at a predefined minimum and that support staff properly respond using correct literature and well though solutions. Handle SLA type events with specified parameters, meet or exceed department KPIs while following all processes and procedures.
• Developed an understanding at how to handle customer applications and infrastructures from a break-fix or escalation support perspective. Learned several BMS applications. Understand how the infrastructure should work and what to look for if something is malfunctioning. Discovered numerous water leaks or oil leaks with a CRAC unit within the data center. Inspected generators for fuel leaks or any other issues.
• Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
• Answer customer phone calls and emails from clients requesting technical assistance.
• Manage ticket queue and resolve/escalate as necessary for efficient and effective resolution.
• Troubleshoot complex technical issues in a fast-paced data center environment.
• Resolve or escalate to on-call or engineering support staff as necessary.
• Perform computer/server hardware builds, hardware replacement and software support.
• Perform daily inspections and reporting of all critical infrastructure systems.
• Administer building security systems and processes, CCTV, sign-in procedures for all data center customers, visitors, third parties and escorting them to designated work location.
• Handle all customer and internal shipping logs and maintaining facility cleanliness.
• Maintain a working knowledge of all products, processes and systems.
• Develop Method of Procedures for preventive maintenance activities that is consistent with company compliance requirements. Solicit quotes from multiple vendors to ensure fair market value.
• Manage maintenance schedules to ensure alignment with required compliance intervals.
• Process purchase requisitions associated with seeking funding for maintenance activities.
• Manage vendor relationships. Document management - contracts, schedules, field service reports. Coordinate and supervise vendors working on infrastructure systems. Manage infrastructure expansions, replacements and upgrades. Diagnose infrastructure failures and implement corrective actions to restore infrastructure to normal operation.
• Submit all work through Change Management process. Provide 24/7/365 on call support for infrastructure outages.

Previous employment for four years as an Electrician.