Ian Binder

* Work with a team to achieve positive customer outcomes * Architect and implement solutions to fit customers' needs * Act as a project manager for all customers' technical projects * Act as a technical escalation point for all of my team members * Design trainings to improve the overall level of service * Help develop new leaders, both technical and administrative * Helped to define Windows Spheres of Support

Got my Level 3! It's official as of the end of the month!

- Provide support for Systems Engineers and works with Account Teams to provide fanatical support to the customer base - Interact with customers via ticketing system and telephone - Take ownership of customer issues to include: routing, prioritization, troubleshooting to resolution - Issues addressed at this level would include: Server Hardware, Networking, Web Services, Database, Active Directory, DNS, Cluster Configuration and E-Mail - Validate monitoring alerts, create support tickets as required and help define predefined troubleshooting instructions - Create Active Directory users, OU groups, and understand how to apply NTFS and share level permissions - Perform routine maintenance tasks (servers reboots, user maintenance and service restarts) and draft maintenance plans for other Rackers - Work with other departments to resolve customer issues - Audit customer configurations

As a Windows System Administrator on the Strategic team at Rackspace, I was the front line of support for Enterprise customers. Rather than simply triaging alerts, it was a personal goal of mine to find root cause on all issues and to stop alerts from recurring, rather than providing band-aids. The Enterprise 2nd shift team was a great team to grow on, and much of what I learned at Rackspace I attribute to my time spent on 2nd shift.

Acted as a final escalation point for all technical issues. Created and performed training for Microsoft products, as well as for Allscripts medical records software. Microsoft SQL Database Administration. Firewall and network device administration. Made recommendations for IT projects and assisted with budgeting and procurement. Administered the telephone system.

Create database backends, and web frontends for use in the medical arena. Created systems for electronic vacation requests and tracking, incident reporting and more. Also created fully interactive reporting tools for both trending and presentations.

Provided support for MS Office, Adobe Photoshop, Adobe Illustrator, Misys (Allscripts) Homecare software, MS Exchange, Windows 2000, Windows XP, Windows Server 2000, Windows Server 2003, Active Directory, and more. Also provided hardware and printer support. Supported Mitel phone system. Performed some basic networking and cabling projects.

Sent to Nathan Adelson Hospice to perform IS support - see IS Specialist Role at Nathan Adelson Hospice.

Jack of all Trades. Accounting work, legal work, network setup, graphic design, web design, application design.