michael mcmahon

Responsible to monitor over 500 Wintel, and 325 Unix servers’ 24x7 at our Network Operations Center. Assure availability, handling escalation processes and mentoring other support professionals while working via phone, email, and chat. Monitor and efficiently apply trouble shooting techniques to identify root cause for hardware and software related issues.Responsible for the strategic development and implementation of cost-effective process and informational documentation that are designed to provide improved productivity, streamlined operations, and faster access to critical information. Maintain a strong and effective working relationship internally with the engineers, account management team, customer support, and the Helpdesk.

Prioritize, schedule and escalate problems, when required, to the appropriate analyst or software engineer. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through the final resolution. Monitored all requests so that they met all SLA's