Joseph Ford
Exton,PA
Summary
Detail-oriented Technical Support Lead providing Unix/Linux infrastructure environments support for Next Generation, Legacy and Cloud applications within their respected environments. Supporting Business Clients, DevOps teams and TechOps. Strong understanding of LINUX OS platform environment. Provide in depth monitoring and troubleshooting for virtual servers with the ability to identify and rectify issues. Versed in developing standardized escalation and incident response procedures designed to streamline processes and address critical issues in a timely manner. Strong understanding of Environment Provisioning and Packaging utilizing BitBucket and Ansible. Understanding familiarity of Bamboo and GitHub investigating issues. Experience with various 3rd party tools, AppDynamics, SPLUNK, BMC Enterprise ControlM. AWS Console, Apache and Tomcat platforms.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Technical Support Lead
Infosys
10.2023 - Current
- Contracted to support Vanguard account providing same technical support as Sr Unix Environments Engineer.
Sr. Unix Environments Engineer
Vanguard
08.1999 - 10.2020
- Developed, tested and maintained high-availability Unix server environment.
- Provided technical support for large scale Unix system implementations and upgrades.
- Configured, provisioned, packaged, monitored, managed and troubleshot servers running on Linux and Unix operating systems.
- Performed performance tuning of the Unix server environment to ensure optimal operation.
- Conducted regular health checks of all critical components of the Unix server infrastructure.
- Implemented processes to monitor resource utilization in a non production environment.
- Analyzed system logs for errors and implemented corrective measures when necessary.
- Maintained up-to-date documentation for all changes made to the system infrastructure.
- Created detailed reports regarding system performance metrics for senior management review.
- Collaborated with other departments within IT organization to resolve cross-functional issues efficiently.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
Customer Service Supervisor
Comcast
01.1997 - 08.1999
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Maintained accurate records of customer interactions for future reference.
- Evaluated employee performance reviews based on specific criteria set forth by management.
Customer Relations Manager
Intelligent Electronics
01.1988 - 10.1996
- Developed and implemented customer relations policies and procedures.
- Monitored customer service standards to ensure high levels of customer satisfaction.
- Conducted regular staff meetings to discuss customer feedback, complaints, and suggestions.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with inquiries via telephone, email, or online chat.
- Provided guidance on how to handle difficult customers or situations.
- Analyzed data from CRM systems to identify trends in customer service needs.
- Developed strategies for improving the overall quality of the customer experience.
- Coordinated with other departments to ensure that all necessary information was shared with customers promptly and accurately.
- Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
- Reviewed processes regularly to identify opportunities for improvement in efficiency and effectiveness.
- Facilitated team discussions about ways to improve the company's overall approach to managing customer relations.
- Administered systems and programs to reduce loss and maintain inventory control.
- Coached and motivated new employees, driving performance development within team.
Education
Bachelor of Science - Management Information Systems
Saint Joseph's University
Philadelphia, PA06-1987
Associate of Science - Computer And Information Sciences
Peirce College
Philadelphia, PA06-1980
Skills
- SLA Management
- Incident Management
- System Administration
- Escalation Management
- Remote Support
- Technical Troubleshooting
- Customer Communications
- Training and Mentoring
- Problem-Solving
- Familiar with 3rd Party SAAS products
Certification
- AWS Certified Cloud Practitioner - Certiport - A Pearson VUE Business
Issued Feb 2023 - Expires Feb 2026
AWS01217832
Skills
• Unix/Linux System Administration
• Apache and Tomcat Platform
• Certificate of Completion in AWS Concepts • Certificate in Cloud Computing • Process Improvement •
Software Development Life Cycle (SDLC) and AZ 900: Microsoft Azure Fundamentals
Accomplishments
- The Vanguard Group Award of Excellent
Affiliations
- Reading, Sports, Hiking, anything with family and friends. Also Volunteer coach on CareerVillage.org mentoring students across the US and abroad.
Timeline
Technical Support Lead
Infosys
10.2023 - Current
Sr. Unix Environments Engineer
Vanguard
08.1999 - 10.2020
Customer Service Supervisor
Comcast
01.1997 - 08.1999
Customer Relations Manager
Intelligent Electronics
01.1988 - 10.1996
Bachelor of Science - Management Information Systems
Saint Joseph's University
Associate of Science - Computer And Information Sciences
Peirce College