Senior Engineer
  • United States of America
Member Since: 2009/11/25
Tech Certifications:

Senior Engineer at Netelligent Consulting Inc

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Professional Background
Senior Engineer
Netelligent Corporation
July 2017 – Present
Greater St. Louis Area
Assist customers with incident and change management activities. Assist with all Service Desk Technician and Associate Engineer duties as required. Troubleshoot L2/L3 network communication failures. Work with Cisco UCS, Call Manager and Jabber. Work with VMware, VDI’s and HyperV.       Open trouble tickets and test with vendors and ISPs.  Resolve technical issues within scope guidelines.  Respond to escalations, diagnose, and provide analysis for resolution within SLA’s. Interface directly with customer(s) to resolve network events and service requests.       Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.       Use knowledge base and case history for service request resolutions, accurate ticket classifications, and escalations. Create and maintain procedure and informational documents as needed to ensure consistent customer support.       Ability to provide training and mentoring to other team members as they progress in mastering their professional skills and as they learn company and industry best practices.       Provide information, analysis and reports requested by management. Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.       Enthusiastically meet or exceed performance metrics as set forth by management. Adhere to operational processes and Netelligent guidelines for Operations Center employees.       Maintain a flexible work schedule within the 24X7 Operations Center.       Continually update skills through vendor certifications on emerging technologies and Netelligent product offerings. Actively participate in mandatory meetings, training sessions, and projects.
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Full Biography

Family oriented. Duteous in personal and professional life.  Articulate in all areas of communications. Constantly seeking ways of improving and learning new technologies to better equip career paths and goals.  Lead by example and learn from the experiences of those beyond my years. Open to accept new things, yet disciplined enough to maintain my core beliefs. Able to multi-task within various environments. Leader in creating processes, procedures, tasks for establishing new integration within any organization. Strategic in gathering information, measuring risks and creating new avenues to implementing change.  Maintain high level of confidentiality, integrity along with accountability and reliability. Able to deduce through etiology the fundamentals of new technology and their purpose to be used with an organization.

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