Summary
Overview
Work History
Education
Skills
Timeline
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JACOB JOHN

Frisco,TX

Summary

Experienced professional in IT / Customer support and team leading. Seeking opportunity in a progressive environment that uses latest technology, where learning is encouraged and career advancement is fostered.

Overview

12
12
years of professional experience

Work History

Shift Lead - Network Operation Centre

BlackBerry LTD
08.2018 - 09.2022
  • Successfully lead a team of Network Operation Centre (NOC) administrators that perform infrastructure monitoring and incident management.
  • Functioned as communications lead during incidents.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Trained and mentored new employees to maximize team performance.
  • Responded to and resolved customer questions and concerns.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Recruited, trained and supported NOC Administrators.
  • Closely collaborated with project members and management to identify and quickly address problems.

Network Operation Centre (NOC) Administrator

BlackBerry LTD
08.2010 - 09.2018
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Executed remediation steps where applicable.
  • Escalated cases for engineering or development engagement when necessary.
  • Used ticketing systems to manage and process support actions and requests.
  • Helped implement application changes, updates and patching.
  • Ensured accuracy in following business processes.
  • Contributed to process improvement.
  • Actively participated in creating, expending, and improving the knowledgebase on a daily basis.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.

Education

Business Administartion (Courses Ongoing)

University Of The People
Pasadena, CA, USA

Career Programs

Skills

  • Effective Listening and Communication
  • Incident management
  • Priority Management
  • Continuous Improvement
  • Customer Service
  • Problem Resolution
  • Technical Issue Troubleshooting
  • Application Support
  • Employee Performance Reviews
  • User Acceptance Testing (UAT)

Timeline

Shift Lead - Network Operation Centre

BlackBerry LTD
08.2018 - 09.2022

Network Operation Centre (NOC) Administrator

BlackBerry LTD
08.2010 - 09.2018

Business Administartion (Courses Ongoing)

University Of The People

Career Programs

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JACOB JOHN