International Business Machines
Remote Support Specialist/Product Engineer
August 2000 — Present
IBM CORPORATION, Rochester, MN
Remote Support Specialist August 1998 to Current
Function as part of CUWSC Skill 5 Operations Console screening and test team and AS / 400 hardware tools support team. Project Management Skills include coordinating System Administrators, Electricians, and Site Facilities Managers in completing site surveys, installations, setups, and configurations. Sites range from micro, small, large, and jumbo in size. Work with clients, engineers, and developers globally. Provide solutions to technical issues for complex hardware / software issues remotely over the telephone.
•Gained advanced knowledge relating to connectivity, compatibility, storage, and reliability in Client / Server environments through IBM Education, resolving system downs network issues and allowing critical operations.
•Clients attempted to upgrade systems; adding drives, memory, or cards, upgrading software, firmware, and PTF’s; causing system failures. Resolved problems without having to scratch or reload systems.
•Worked with companies to understand issues, expediting resolution and increasing company productivity and performance.
•Sustained revenue for multiple business owners, reducing stress levels and anxieties for companies.
•Created and instructed fellow teammates how to install, setup, configure, and troubleshoot Lan Consoles, cutting problem determination time in half and cutting dispatched calls to field by nearly 75%.
•Assisted to pioneer AS400 tools image, cutting deployment time for new machines by 90%.
•Enhanced departmental productivity by 45% and increased problem determination skills on systems, attending temporary assignment and bringing new skills back to my local representatives.
•Wrote technical documentation and processes for systems at low-level for all languages to comprehend.
Please see additional experience listed on my resume.