JOHN GOULA Jr.
Stanhope,NJ
Summary
Organized, dependable, technology-inclined professional that possesses strong leadership and troubleshooting capabilities who is customer satisfaction driven.
Experienced in providing support to users and developing and implementing technical solutions.
Adept at analyzing system performance and security to drive optimal user experience.
Level-headed and calm in stressful situation with well-developed people skills.
Overview
39
39
years of professional experience
Work History
ECC Professional - Sr. Technical Support Analyst
Dun & Bradstreet / Ensono Corporation
08.1986 - Current
- Strong technical experience for supporting critical production applications and services
- Provides thorough technical support and problem resolution for global customers experiencing connectivity, access or data issues
- Assists customers with technical issues via email, live chat and telephone
- Demonstrates critical thinking examinations during troubleshooting calls to guide resolution forward.
- Maintains calm, professional demeanor when faced with high demand, high volume workloads.
- Notifies and collaborates with upper management of difficult issues while maintaining positive rapport with customer.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Strong experience in working with ticket management systems and understanding of priorities and SLA's
Deck Seaman E-3
United States Navy
06.1990 - 06.1992
- Supported deck seaman operational processes and procedures during deployment to Middle East during Operation Desert Shield/Storm
- Received letters of commendation for performance during deployment
- Completed routine cleaning and sanitization of vessel and equipment
- Complied with uniform regulations and standards of conduct established company
- Inspected and tested fire fighting and lifesaving equipment stored on vessels
- Repaired external structure of vessel to maintain proper working order and minimize downtime
- Assisted in boatman overboard recovery using Small boat and lifesaving equipment, while remaining calm and composed
Education
Associate of Science - Data Center Support
Chubb Institute
Parsippany, NJ08.1997
Skills
- Platforms: IBM z/OS, LINUX, Windows, AWS Cloud Compute, Google Cloud Compute
- Tools: Sitescope, New Relic, Gomez, Wily, Splunk (Rigor, ITSI), F5BIGIP, Spectrum, Citrix, VMware vSphere, HMC, Entuity, PRTG, CA Service Desk, Cherwell, ServiceNow, Xmatters
- Exceptional problem solver who can work independently or collaboratively
- Team leader who is quality focused and driven, skilled multitasking, strong communication skills, vast technical knowledge
- Demonstrates good problem management ownership and prevention of SLA breaches
- Demonstrates self-starter capabilities identifying areas of improvement and take appropriate actions as necessary
- Ensure adoption of new processes and procedures within Application Support team
- Ensure internal systems are managed to highest standard by following industry best practice
- Supervised team of 4-6 shift based associates to ensure procedures were followed within technology expectations
Timeline
Deck Seaman E-3
United States Navy
06.1990 - 06.1992
ECC Professional - Sr. Technical Support Analyst
Dun & Bradstreet / Ensono Corporation
08.1986 - Current
Associate of Science - Data Center Support
Chubb Institute
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