Thomas Peters

As a System Engineer, I demonstrated expertise in monitoring, configuring, troubleshooting, and maintaining 3500 servers using a variety of tools including VMware vSphere, Citrix XenApps, SCOM, AWS, and proprietary web-based portals. I have a strong track record in pre-emptive troubleshooting and diagnostics of internal system operations.

• Utilized MS SCOM as the primary tool for monitoring, Troubleshooting, ,diagnosis and addressing alerted issues in a timely manner, either resolving them independently or escalating to internal functional teams for prompt resolution.
• Worked collaboratively with cross-functional teams to ensure that all systems were integrated and operating effectively.
• Created and updated technical articles within Confluence to ensure that internal teams were aligned and implementing standard procedures and protocols, improving efficiency, reducing task redundancy and errors.
• Identified potential system issues to integrate possible solutions.
• Adept at using communication tools such as Slack and ZenDesk to escalate issues and provide timely resolution to clients. Thoroughly document progress and solutions within the ticketing system.
  Performed weekend on-call coverage, ensuring that any critical issues are addressed promptly and/or escalated to appropriate resources.
• Performed team mentoring, building and implementing department procedures, onboarding new hires, and providing training to team members.
• Installed and configured operating systems, application software and system management tools.
• Conducted high-level root-cause analysis for service interruptions, establishing preventive measures for future occurrences.

• Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
• Documented and updated case notes for each customer and work order.
• Resolved record-breaking backlog of support tickets following major system malfunction.
• Assessed issues to determine appropriate troubleshooting methods for remediation.
• Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
• Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
• Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
• Demonstrated advanced product knowledge to solve customer issues.

Cambridge, MA (August 12, 2014) – Thinking Phone Networks, has announced its acquisition of Whaleback Managed Services.

• Provide escalated technical support to customers and field personnel over the phone and via email, Chat/IM, for Whaleback Unified Communications systems (voice, fax, and meeting)
• Reproduce customer issues, gather data necessary for problem analysis, and escalate cases and/or bugs for resolution
• Work with systems and tools provided to perform remote diagnostics and take corrective action for issues related to system configuration, and/or LAN/WAN network performance
• Provide industry leading excellent customer experience by resolving issues/questions from customers and field personnel; including the complex hardware, software, and network connections that comprise the installation, telecommunication PBX functionality, LAN/WAN networks layout, and monitoring systems
• Responsibilities include a rotation of 7x24 coverage of on-call support
• Responsible for creating best practices and improving support procedures, FAQ’s and tools & solve problems that are not documented for handling by Tier 1

• Analyzed intricate server issues and supported large enterprise and business-critical applications.
• Diagnosed, troubleshot and resolved hardware and system problems.
• Created online documentation to help employees resolve day-to-day issues.
• Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Completed root cause analysis on routine and complex problems.

• Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly
• Provided rapid and client-focused SaaS application support to 200+ subscription-based end users
• SaaS system issues to the development team
• Diagnose, analyze, researched and tested user reported SaaS technical issues and provided detailed QA documentations for both the development team and online knowledgebase
• Established and Implemented a Help Desk Support Department & best practices eliminating the need for outsourcing technical support while making improvements in office operations and customer SLA’s
• Documented help desk tickets/resolutions utilizing Zendesk a cloud-based ticketing system

• Troubleshot program and system malfunctions to restore normal functioning.
• Tested, maintained and monitored computer programs and systems.
• Assisted staff and users with computer malfunctions and program problems.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Completed root cause analysis on routine and complex problems.
• Set up equipment for employee use, performing or properly installing cables, operating systems or software.
• Entered commands and observed system functioning to verify correct operations and detect errors.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.

• Assisted customers with various types of technical issues via email, live chat and telephone.
• Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
• Devised incisive workarounds and resolutions for IT-related problems.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Set up equipment for employee use, performing or properly installing cables, operating systems or software.

• Assisted Clients and office personnel with hardware and software problems provided troubleshooting, and owned desktop and network issues to resolution
• Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions
• Installed operating systems and applications and conducted technical training demonstrations
• Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation
• Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions
• Actively tracked and followed up on trouble tickets, reducing average response time from three days to two hours
• Received numerous customer commendations and accolades
• Analyzed frequent problems and consulted with Training Coordinator to design and offer custom MS office solutions.