Gabriel Primus

Create, manage, and prioritize incident tickets, work with the global technology team, across regions and time zones, to resolve incidents, ensuring that key stakeholders are kept informed.
· Provide support during releases on a scheduled basis during the weekends for deployment.
· Responsible for setting up and maintaining monitoring setup using multiple tools.
· Participated in various application DR (Disaster Recovery) activities to maintain system environment running efficiently.
· Coordinate the release schedule and resources required depending upon the third-party applications, defect backlogs, planned releases, and infrastructure updates.
· Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff.
· Derived and tracked action items to ensure the project meets SLA’s and with minimal downtime to the client.
· Resolves all severity tickets based on the occurring issue.
· Expert at utilizing log aggregation platform SPLUNK and configure it to optimal usage.
· Managing role, rules, and permissions in various cloud services.
· Expertise in incident management and change management.

• Provide IT support for 80 employees, fielding 20+ tickets per week
• Main administrator for all software applications used by the company, including all Office 365 products, Atlassian, Auto Desk, and Adobe Creative suite
• Regularly troubleshoot issues with VPN configurations for over 20 remote employees
• In-tune MDM administrator personal responsible for registering and maintaining over 150 systems.

• Met with 60 costumers a week, assessed their needs and provided the best solution possible
• Assisted customers with technical issues on Android, iOS, Windows and Mac
• Received numerous compliments from staff and customers on my excellent customer service skills
• Include training courses you took for the job and talk up the technical aspects.

• Configured Oculus virtual reality headset for use by 100 customers per week
• Was regularly required to troubleshoot the headset when issues arose including identifying driver issues and replacing internal PC hardware
• Administered customer service feedback program.