Ariel Ayala
IT Professional
Tobyhanna,PA
Summary
I am an educated, experienced, and personable IT professional. I have 10+ years of experience in the IT industry. I never stop when minimum expectations are met, always striving to learn more and increase my value to the team.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
IT Operations Technician II
Paychex Inc
04.2022 - Current
- Worked as part of a team to action incoming alerts as they came in. Alerting is for entire Paychex IT environment
- 1 Level troublehsooting SOC Alerts using tools, IPvoid,TAP (Proof Point),Virus Total,URLscan.io.
- Used Multiple Monitoring tools: HP Operations Manager, BigPanda,Grafana, Splunk, Oracle Enterprise Manager, Toad, AppDynamics, Veritas NetBackup, and XLD
- Interfaced with Citrix for several our troubleshooting and monitoring tools
- Created and tracked tickets and incidents using Service Now
- Monitored backups using Veritas NetBackup
- Filtered spam email using Proofpoint.
- Ensured that financial transactions were routed by bank deadlines
- Troubleshooting steps usually includes one of the three, RDP, SSH or a Splunk query.
- Experience with troubleshooting Oracle Databases through SSH or Oracle Enterprise Manager 12c and 13c, 19c
- Experience with Unix, Linux, and Windows
- Train new employees with our process and tools.
IT Operations Technician
Paychex Inc
08.2019 - 04.2022
- Worked as part of a team to action incoming alerts as they came in. Alerting is for entire Paychex IT environment
- Used Multiple Monitoring tools: HP Operations Manager, Grafana, Splunk, Oracle Enterprise Manager, Toad, AppDynamics, Veritas NetBackup, and XLD
- Interfaced with Citrix for several our troubleshooting and monitoring tools
- Created and tracked tickets and incidents using Service Now
- Monitored backups using Veritas NetBackup
- Filtered spam email using Proofpoint.
- Ensured that financial transactions were routed by bank deadlines
- Troubleshooting steps usually includes one of the three, RDP, SSH or a Splunk query.
- Experience with troubleshooting Oracle Databases through SSH or Oracle Enterprise Manager 12c and 13c
- Experience with Unix, Linux, and Windows
- Trained two new employees, while understaffed, and was successfully able to train them on several different technologies. (Splunk, OEM for oracle, AppDynamics, Oracle database administration, SQL and more)
IT Service Partner
Paychex Inc
05.2018 - 04.2022
- Receives calls from internal employees and is the first-line end user single point of contact to resolve technical related issues.
- Follows documented policies and procedures for effective request/issue recording and tracking while delivering quality customer service. Keeps end-users informed on request or incident status and progress
- Assesses requests/incidents, attempting to resolve them or refers them to second line and third-party support groups based on agreed operational and service level agreements.
- Utilizes, adds to, fixes, or flags various reference manuals, knowledge base, and publications used by IT Support and other staff to effectively share knowledge within the organization.
- Ensures adherence to Paychex standards to maintain a standardization of process, service, and tools for call and incident management.
- Responsible for adhering to phone queue and click to chat staffing schedules and actions required to meet incident management service levels.
Education
Bachelor of Science - Information Technology
Strayer University
Allentown 08.2022 - Current
Certificate - Certificate in Cyber Security
Monroe Community College
Rochester, NY 05.2022 - 05.2023
Associate of Applied Science - Graphic Design
County College of Morris
Randolph Township, NJ 09.1997 - 05.1999
Skills
Critical Thinking
Active Listening
Interpersonal Communication
Attention to Detail
Troubleshooting
Linux
Timeline
Bachelor of Science - Information Technology
Strayer University
08.2022 - Current
Certificate - Certificate in Cyber Security
Monroe Community College
05.2022 - 05.2023
IT Operations Technician II
Paychex Inc
04.2022 - Current
IT Operations Technician
Paychex Inc
08.2019 - 04.2022
IT Service Partner
Paychex Inc
05.2018 - 04.2022
Associate of Applied Science - Graphic Design
County College of Morris
09.1997 - 05.1999