Charles Olson

About Charles Olson

IT veteran with 18 years of technical remote and onsite support, who likes to work on…

Experience

1. Analyst 4 Incident Manager

   Worldwide Technologies

   Jun 2022 — Present

   Client Comcast:Team: Residential Reliability Infrastructure Xumo/ Firmware Platform Incident ManagementRole / Duties- Determine severity level and impact of incidents that come in based upon predefined criteria, then triage and determine appropriate team(s) to send incident to based upon the triage done- Continue to scrutinize current knowledge base articles and build new knowledge base articles- Work with new product teams in building out new knowledgebases and dash boards. That will assist teams in identifying common patterns and key signatures to trouble shoot a wide variety of issues that may come up- Work with partners and other teams and build relationships with those teams so that proper information is given to quickly resolve incidents- Build Dashboards for assistance in gathering numbers for reports and assist in quickly triaging incidents- Mentor team members to become better incident managers- Tools used: Variety of in house and proprietary tools.* Elastic * Blackbird * Jump host * IOP * Wiki * GrafanaCurrently working on ITIL 4 Foundations and ITIL Incident Management

Skills

• Windows 10
• Technical Support
• Microsoft Exchange
• Sql
• Linux
• Virtual Private Network (Vpn)
• Bmc Remedy
• Printers
• Dns
• Digital Signage
• Cisco Routers
• Operating Systems
• Tcp/Ip
• Software Documentation
• Windows
• Wireless Networking
• Project Management
• Network Administration
• Help Desk Support
• Dhcp
• Laptops
• Software Installation
• Databases
• Computer Hardware
• Itil Process
• Access
• Computer Security
• Incident Management
• Software Quality Assurance
• Windows Scripting
• System Administration
• Information Technology
• Scripting
• Vmware
• Cisco Technologies
• System Deployment
• Servers
• Citrix
• Networking
• Troubleshooting