Highlights of Qualifications * 10+ years 2nd level Incident Response * Over 18 years in IT operations Database (DB) reviewer * Established and monitored SLAs * Proactive leader with strong analytical and problem solving skills * Proven customer relations builder with experience in production system metrics Experience technical support level II securus technologies 2007 - 2017 * 2nd Level order escalation contact responsible for rapid resolution and root cause recognition of IT incidents communicated requirements and provided clear escalation paths to internal and external customers resolved related hardware and software issues. * Liaised with other functional/departmental leaders provided detailed troubleshooting and problem resolution to keep customers fully informed-resulted in superior customer satisfaction scores and business renewals. * Created, resolved or escalated trouble tickets to meet SLAs produced monthly Incident Response reports. * Collaborated with leadership developed and executed Incident Response strategies for IT Production Support areas. * Monitored, measured, and reported on departmental issues and opportunities through production system metrics and system critical processes to proactively resolve issues before they impacted end users. * Accounted for Orion and E-Imports systems monitoring, troubleshooting, and quick resolution of alarms launched and retained associations with customers to open/track status tickets. * Manipulated and updated local and international rate files for inmate calls reset LAN, Dial up and VPN passwords. * #1 technician out of 25 maintained a 100% score on all monthly call observations accepting over 1,500 calls in a calendar year received company monetary award bonus. * Proactively implemented preventive measures and rearranged voice biometrics for over 2000 offenders a day collectively resulting in zero impact on inmate phone calls. * Condensed a critical 6 step SQL DB process down to 2 streamlined software DB updates daily for the Michigan and Wisconsin Department of Corrections.
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