matthew koppa

Responsibilities included the same duties of the Staff Support Operations position noted below with added responsibility in office computer networking and computer support. Responsible for maintaining computer operating systems, servers, fire walls, and software upgrades. Completed computer relocation project including moving and reset up of 30 desktop PC’s. Additional duties included maintaining a close relationship with consulting firms and contractors that were utilized in maintaining the computer information systems.

Main responsibilities included providing general office support to the departments of the Trustee. Primary duties included filing; maintenance and retrieval of case paperwork and case file folders. Included aspects of caseload administration, general office support, and custodial responsibility over office areas. Performed data entry, copying, faxing, and routing requests for information. Also included daily interaction with all departments in the organization and the trustee. Handle checks, money orders, and money grams. Filing and maintaining customer records.

Responsibilities included researching and reporting threats and vulnerabilities that may threaten the Company’s data systems. Additionally maintained User profiles on an AS400 billing system known to Waste Management as MAS, Kronos, and multiple other applications. Maintained and modified profiles and by adding, changing, upgrading and removing users from requests received by the Remedy system. Ran daily reports to track the department activities. During the Internship completed approximately 3000 Remedy requests. Developed an IT Security Calendar to promote security awareness to users throughout the company.

Served as immediate support for all on-air critical production issues in a 24/7/365 environment. Responsible for the lifecycle of incidents and problems as they are reported to the SupportCenter regarding broadcast operations, content networks and associated applications. This lifecycle includes intake, triage, troubleshooting, escalation, communication and closure. Provided monitoring of all outgoing broadcast transmissions to ensure proper audio/video quality and closed captioning. In addition, proactively monitor dashboards of ESPN’s most critical infrastructure. Led project to update all SupportCenter documentation, and created a document template that is now used across technology support.

Serve as the primary liaison between Senior Management and the overseas NOC provider. Monitor the NOC provider to ensure that the SLA’s, OLA’s, and other contractual duties are met. Provide level 2 support in various technologies such as Symantec Netbackup, Server Hardware, BMC Control-M, and Video Conferencing. Provide Rack and Stack services and tape handling within the Data Center. Serve as primary backup to Director of Infrastructure. Monitor and report outages and incidents directly to VP. In addition, continue to provide support in the areas as outlined in Technical Support Analyst below.

Responsibilities are in the area of incident and problem management. Primary focus on performing incident root cause analysis that will improve overall system availability. Also calculating availability metrics, and action planning for system down, and other critical issues for approximately 250 different applications. Perform cross functional coordination between various support teams for critical situation incidents. Take the lead in daily production meetings and required conference calls to assure communication needs among all IT teams. Act as mediator between management and all IT support teams. Manage reporting needs as needed for leadership.

Provide and serve as level 3 escalation support for all broadcast related technologies, including graphics, Video playback, PCR’s, ACR’s, MCR’s, Quantel, and other related systems. In addition, lead all assigned project related activities. Major accomplishments include working with subordinate groups to develop, improve, and implement processes and procedures for patching production systems without interruption of services in a 24x7x365 broadcast environment, resulting in improved functionality and security of 1200+ machines. In addition, played major role in the support, documentation, and release of ESPN’s state of the art Digital Center 2 building, ensuring a smooth transition for users and all associated on-air shows.