Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Quote
Timeline
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Ochacho Grahn

Ochacho Grahn

Ashburn,VA

Summary

Efficient IT engineer with 10 years of experience supporting enterprise software and hardware systems. Strong background working with business partners to review system requirements and efficiency of system processes. Expertise in troubleshooting software and hardware in a multi-OS environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

System Support Representative

IBM
Herndon, VA
08.2021 - Current
  • Provided technical support for computer-related problems through email, telephone and hands-on support.
  • Installed, maintained and repaired company systems involving software, hardware and networking.
  • Maintained and updated troubleshooting documentation to keep employees up to speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Performed troubleshooting and maintenance of existing network systems.
  • Maintained computer systems, installed, and upgraded new systems.
  • Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
  • Effectively communicated with other system engineering personnel and senior executives on joint projects.
  • Tracked problematic system errors by implementing various user support tracking metrics.
  • Offered technical guidance and advised users of alternative approaches when troubleshooting.
  • Performed root cause analysis and general troubleshooting.
  • Monitored systems in operation and input commands to troubleshoot areas.

System Support Engineer

Teradata
Ashburn, VA
03.2018 - 07.2021
  • Participated in proof-of-concept meetings with various project stakeholders.
  • Worked alongside the client’s project manager to capture system requirements.
  • Reviewed SOW to ensure required system components were ordered.
  • Researched and prepared Site-Prep PowerPoint presentation that outlined customer hosting site readiness.
  • Performed site inspection to ensure the project is a GO or No-Go.
  • Installed SLES Teradata Enterprise Datawarehouse platforms and Appliances at various data centers in Northern Virginia.
  • Utilized internal Linux-based tools to stress-test Teradata database platform thoroughly.
  • Performed Linux system health checks before delivering the system to the customer for use.
  • Worked with Teradata logistic team to determine proper allocation of spare parts.
  • Primary interface for system-related incidents generated via ServiceNow.
  • Coordinated and engaged responsible parties during Severity or priority 1 incidents.
  • Recommended solutions after consultation with team members to resolve and close tickets per SLA.
  • Reviewed internal tech alerts and Field-Retrofit Orders, then reported on threats and supported client remediation steps.
  • Demonstrated business acumen that identified potential revenue growth.
  • Followed documented procedures to enable additional paid features per customer request.
  • Reviewed provided CVE List and followed procedure to patch the database against known threats.
  • Awarded Teradata Customer Service Award for exceeding client expectations by completing requests and troubleshooting incidents, improving client productivity.
  • Provided break/fix support for Teradata cloud.
  • Generated reports on a quarterly and annual basis to discuss with various stakeholders.
  • Adhere to established procedures, policies, company rules, and regulations.

Customer Service Representative

Teradata
San Diego, CA
10.2013 - 03.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Performed troubleshooting and maintenance of existing network systems.
  • Monitored, tracked and prioritized new work requests at Help Desk within set response times.
  • Worked with various departments on integrating new processes for software and manual usage.
  • Worked effectively in both independent and team environments to exceed IT goals.
  • Analyzed and managed software patches and versions necessary for successful operating system upgrades.
  • Monitored ServiceNow for incidents and tracked ticket assigned to me to complete.
  • Performed large Teradata system install in various datacenter.
  • Resolved 50 incidents per month on average.

IT Support Engineer

MicroStrategy
Tysons Corner, VA
08.2013 - 11.2013
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end users and recommended and implemented corrective solutions, including off-site repair for remote users as needed.
  • Installed, configured, tested, maintained, monitored, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
  • Constructed, installed, and tested customized configurations based on various platforms and operating systems.
  • Collaborated with Technology team members to ensure efficient operation of the organization's desktop computing environment.
  • Where required, administered, and resolved issues with associated end-user workstation network software products.
  • Received and responded to incoming calls, pages, and work orders regarding desktop problems.
  • Ensure that desktop connections, i.e., network jacks are in proper working order.
  • Prepared tests and applications to monitor desktop performance and provide performance statistics and reports.
  • If necessary, liaise with third-party support and PC equipment vendors.
  • Performed related duties consistent with the scope and intent of the role for which I was hired.

Helpdesk Support Engineer

SHRM
Alexandria, VA
11.2012 - 07.2013
  • Performed root cause analysis and general troubleshooting.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configured hardware, devices and software to set up work stations for employees.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Responded to client support requests.
  • Contacted clients to find out the nature of the problem.
  • Traveled to the client’s location or connected via a remote link.
  • Troubleshoot hardware and software issues.
  • Installed and maintained hardware and computer peripherals.
  • Installed and upgraded operating systems and computer software.
  • Troubleshoot network and connection issues.
  • Advised on software or hardware upgrades.
  • Provided basic training in computer operation and management.
  • Completed job reports and ordered supplies.

IT Engineer

IEngineer
Chantilly, VA
07.2011 - 11.2012
  • Performed scheduled service work, installations, testing and repairs.
  • Executed troubleshooting and server support in both in-person and remote situations.
  • Provided secondary training to personnel struggling with technological tools and systems.
  • Provided technical support in both on-site and telephone consultations.
  • Performed networked system inventory via SolarWinds.
  • Monitored in-house computer room temperature to ensure proper cooling.
  • support company owner with day to day technical activities which included racking servers, switches, routers, and PDUs.
  • Install and configure Solarwind Orion software.

Education

Bachelor of Science - Information System Security

ITT Technical Institute
Chantilly, VA
06.2013

Skills

  • Help Desk Support
  • Training Junior Team Members
  • VMware exsi, vsphere, (virtualization)
  • Linux, Mac, Windows Operating System troubleshooting
  • Cisco, Dell, Intel, Lenovo, Apple support
  • DHCP, DNS, IP addressing,
  • Microsoft Office Suite support
  • Desktop and laptop support
  • Hardware Troubleshooting
  • Malware removal
  • Remote employees support

Accomplishments

  • Supervised team of 5 staff members.
  • Awarded Teradata America's Customer Service Excellence Award through effectively helping with the installation and migration of Morgan Stanley Teradata systems.
  • Documented and resolved tickets which led to multiple customer retention.
  • Achieved 100% compliance by completing expense and timesheets with accuracy and efficiency.
  • Collaborated with team of 15 in the development of JPMC Teradata System Upgrade and Migration .

Certification

  • Cisco Certified Datacenter Tech , Cisco
  • Cisco Certified Router and Switch Tech
  • NetApp Accredited Service Engineer

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

System Support Representative

IBM
08.2021 - Current

System Support Engineer

Teradata
03.2018 - 07.2021

Customer Service Representative

Teradata
10.2013 - 03.2018

IT Support Engineer

MicroStrategy
08.2013 - 11.2013

Helpdesk Support Engineer

SHRM
11.2012 - 07.2013

IT Engineer

IEngineer
07.2011 - 11.2012

Bachelor of Science - Information System Security

ITT Technical Institute

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Ochacho Grahn