Cnsi Work Values

Daily Duties at Cnsi:

Lead Senior Incident Issue Resolution Coordinator (IRC): at the Amtrak Manassas Data Center, Manassas VA, (a hybrid facility of 1750 servers running Windows and UNIX operating systems Promoted twice during time at CNSI/AMTRAK Manassas Data Center. Lead supervisor of 6 shifts of a 24x7 Shift Operations Center for Amtrak Manassas Data Center Supervise 5 IRC/Shift Managers with staffs of 4 to 6 personnel per shift Directly supervise a shift of 3 persons supporting Data Center shift operations support to include server/pc setup, installation and support. Problem/Incident oversight and resolution as Senior IRC Ten years experience customer support/issue resolution. Seven years experience fielding of IT hardware and application with DoD Provide management and support of all MDC Shift Ops IRCs and personnel assigned to 24x7x365 support schedules in Shift Ops Team. Coordinate Shift Operations to support MDC and customer operations Ensures all issues or problems identified as high impact or high risks (SEV 1 & 2) are assessed properly and appropriate actions taken by MDC staff and ensures escalation occurs within established timeframes. Acted as the primary focal point for ALL Severity 1and 2 issues AMTRAK nation wide Ensured MDC operations are running smoothly by monitoring servers/applications using NetIQ, Peregrine, SiteScope, Oracle Enterprise Manager E-mail and customer/Help Desk calls and inform Sr. System Administrators / Site Management if problems occur or need further escalation Provided superior customer support and service for all end-user support calls regarding all issues such as applications, access, permissions and printing…etc in a polite and professional manner Ensured that all tasking and issue resolutions are conducted with a sense of urgency and professional care regardless of significance (as assigned by production engineers or site management) · Manage the daily performance and expectations of the Service to achieve defined services levels agreements and optimal quality. · Communicate status with stakeholders and set realistic expectations. · Accept and manage escalations from the customer. Ensure timely response and resolution to escalations combined with optimal quality. · Work with Site Supervisors and Sr. Amtrak Managers/IT Directors to ensure correct timely resolution of high priority issues across Amtrak’s national network. · Create reports as required that reflect status of service, improvement process or any other data relative to the role. · Manage staff by providing corporate and operational updates, information, guidance and oversight. · Manage team by supporting all employees in their responsibilities. · Proactively engage with peers and managers to ensure status and progress of work committed to CNSI · Mentor shift leads and technicians in their roles and ensure that all staff are performing to their responsibilities. · Work with all stakeholders to ensure any blocking issues are resolved effectively. · Ensure deliverables from teams meet CNSI and Amtrak quality standards. · Provide leads with data for coaching or training opportunities to improve work quality. · Provide data to Process Analyst when process improvement is necessary. · Follow CNSI and Customer policy regarding on boarding and departure of employees. · Effectively escalate capacity, workload or workflow issues by following established escalation process and procedures. · Support team by providing assistance and guidance with Human Resources, Payroll and other company policy questions as required. · Maintain on time performance of staff, ensuring time on duty matches time reported. · Ensure all tasks assigned have an associated ticket number unless assigned with Senior Operational Manger approval · Fulfill all Manager requests as assigned. · Ensure that all CNSI Staff exhibit a high standard of professionalism in all actions, communications, interactions and appearance in their day-to-day representation of VMC to the customers. · Document/update all processes and maintain a current set of standard operation procedures to provide instructions on all tasks and ensure that the product delivered is a uniform, reproducible product to consistently high standards of delivery.

What they like about Cnsi:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Linux, Windows, Customer Support, Problem resolution, Remedy, Logistical support, Training

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership

These are some of the questions we asked our climbers about their experiences with Cnsi: