Summary
Overview
Work History
Educationawards
Technicalsummary
Certification
Timeline
Generic

Christopher Atilano

LOUISVILLE

Summary

Flexible [Job Title] works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Escalation Manager

Ericsson Inc
12.2014 - Current
  • Review Escalation request and ensure the criteria is met and within the process
  • Understand customer business impact
  • Report to HP and Ericsson management on the progress of escalations
  • Review with the customer closure requirements for an escalation is met
  • Document progress and root cause of escalations
  • Managed an escalation from start to completion
  • Managed all involved suppliers, ensure action plans are followed until completion.

IT Escalation Manager

Hewlett Packard Manage Services
09.2003 - 12.2014
  • Review Escalation request and ensure the criteria is met and within the process
  • Understand customer business impact
  • Report to HP and Ericsson management on the progress of escalations
  • Review with the customer closure requirements for an escalation is met
  • Document progress and root cause of escalations
  • Managed an escalation from start to completion
  • Managed all involved suppliers, ensure action plans are followed until completion.

Global Strategic Incident Manager

Hewlett Packard Manage Services
09.2003 - 05.2010
  • Provide IT services support to the customer for the Ericsson account
  • Responsible for ensuring that every high severity incident is handled according to Ericsson and Hewlett Packard agreed structure
  • Other responsibilities included ensuring that the escalation routine is followed according to HP ITSM model
  • Ensure problems and known errors are handled in a timely manner
  • Carrying out severity analysis and providing appropriate support.

Regional Escalation Manager - Americas

Hewlett Packard Manage Services
09.2003 - 05.2010
  • Provide IT services support to the customer for the Ericsson account
  • Responsible for ensuring that every high severity incident is handled according to Ericsson and Hewlett Packard agreed structure
  • Other responsibilities included ensuring that the escalation routine is followed according to HP ITSM model
  • Ensure problems and known errors are handled in a timely manner
  • Carrying out severity analysis and providing appropriate support.

EGIS Global Problem Manager (Americas)

Ericsson IT Services
09.2002 - 09.2003
  • Responsible for ensuring that every incident is handled according to Ericsson’s IT Support structure
  • Act on high severity issues and to be proactive so that the same or similar problem does not occur again
  • Other responsibilities included ensuring that the escalation routine is followed according to EGIS process and procedures
  • Other primary function is to handle incidents that occur in the production environment with lower severity than 2, ensuring that the incident is followed up and handled in a timely manner by the correct expert support technician
  • Provided back up support for the EGIS Change Management team, ensuring all changes were registered in Remedy (WIH Gold) accordingly and proper notification given to Ericsson customers.

Daily Operations Responsible

Ericsson IT Services
05.2001 - 09.2002
  • Global Command Center shift lead
  • Assist Midrange and Network technicians in responding to events within the Global Command Center
  • Prioritize and manage multiple events to ensure that allocated resources are optimally used
  • Act as focal point for contacts to and from the GCC
  • Prepare IS/Operations procedures and documentation to become ISO compliant
  • Responsible for monitoring the availability of HP-UX, OPEN – VMS systems and Ericsson WAN
  • Other duties include monitoring of LAN, UNIX and Exchange backups using Lagato as the primary monitoring tools
  • Involved in the startup project for the Command Center at Ericsson in Richardson
  • I have traveled to other Ericsson Market Units in Sweden and Malaysia for the startup of the Global function of the project, and for additional training on Ericsson’s GCC procedures and policies.

AS400 Lead

Ericsson IT Services
08.1999 - 05.2000
  • Mentor to operators on AS400 daily procedures
  • Message and escalation handing
  • Perform system trouble shooting with operators
  • Answer questioned on tape backup procedure and process
  • Assist with documentation on procedures and process
  • 2nd level support for AS400, on call support 24 by 7
  • Monitor day-to-day system hardware resources activity
  • Contact and schedule with vendors on all necessary preventive maintenance.

NT administration

Ericsson IT Services
06.1999 - 08.1999
  • Provided second line support for Ericsson customer throughout the U.S
  • Complete request for user restores and account permissions administration.

Lead Operator

Ericsson IT Services
01.1994 - 08.1999
  • Responsible for monitoring the operations and flow of all mainframe systems during the primary shift
  • Take corrective actions for IBM mainframes messaging and monitor to ensure proper system utilization
  • Also, responsible for training all new and junior operators
  • Additional responsibilities added in 1998, consist of monitoring the operation flow of three AS400’s, systems 310 and 530, taking corrective action when needed
  • Maintain the online AS400 tape library and to audit the flow and volume of tape backups for offsite archival in the event of a disaster recover retrieval, using RTAPE – 400
  • Ensured all documentation was updated on Mainframe and AS400 systems accordingly and to ISO standards.

Senior Operator

Ericsson IT Services
01.1991 - 01.1994
  • Responsible for the operation and flow for mainframes VM and MVS/ESA
  • Job Scheduler for daily financials (General Ledger/Accounts payable) and system backup processing.

Educationawards

  • Texas Institute: Dallas, Texas – Received certificate for Mini and Mainframe Computer Operator on IBM 4331 and System/36.
  • Introductory to Data Processing, System /36 Operation and RPG2 programming language.
  • OS/VSI and VM Concepts
  • Understanding TCP/IP
  • Achieving Customer Satisfaction Workshop
  • MVS Operator Training and CA-7 Basic Operations & Admin 3.0
  • Introduction to Data Communications
  • MVS Advanced Operations
  • Net view Workshop
  • AS/400 Advanced System Operator Workshop
  • Received two E3 awards from customers for performance excellence.

Technicalsummary

  • IBM 4331 and System/36
  • Microsoft word & Outlook
  • Remedy (WIH Gold)
  • TCP/IP
  • SAP
  • WAN/LAN
  • IBM MVS/VM systems
  • AS400 530 & 310
  • CA7
  • Cloud

Certification

  • Certified [Job Title], [Company Name] - [Timeframe]

Timeline

Escalation Manager

Ericsson Inc
12.2014 - Current

IT Escalation Manager

Hewlett Packard Manage Services
09.2003 - 12.2014

Global Strategic Incident Manager

Hewlett Packard Manage Services
09.2003 - 05.2010

Regional Escalation Manager - Americas

Hewlett Packard Manage Services
09.2003 - 05.2010

EGIS Global Problem Manager (Americas)

Ericsson IT Services
09.2002 - 09.2003

Daily Operations Responsible

Ericsson IT Services
05.2001 - 09.2002

AS400 Lead

Ericsson IT Services
08.1999 - 05.2000

NT administration

Ericsson IT Services
06.1999 - 08.1999

Lead Operator

Ericsson IT Services
01.1994 - 08.1999

Senior Operator

Ericsson IT Services
01.1991 - 01.1994
  • Certified [Job Title], [Company Name] - [Timeframe]

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Christopher Atilano