John F Barakat

Production Network Engineer @Tata Consultancy Services

TX, US

Accurately document incidents and resolutions in the ticketing system, assisting in root cause analysis to prevent recurring issues and improve system reliability.• Provide tier I and II support to internal users and external customers, delivering effective troubleshooting, repair, maintenance, and lifecycle management of hardware and software across distributed applications and network environments.• Conduct training and knowledge-sharing sessions for end-users on common technical issues, software usage, and new technologies to enhance operational efficiency and user competence.• Participate in and lead small IT projects including system upgrades, application rollouts, and infrastructure changes, ensuring timely completion and minimal disruption to business operations.• Ensure compliance with organizational security policies, data protection standards, and healthcare regulations (e.g, HIPAA) in all support activities.• Monitor and manage IT inventory, maintaining appropriate stock levels of spare hardware and replacement parts to support swift incident resolution.• Collaborate closely with third-party vendors for advanced troubleshooting, warranty claims, and specialized technical support.• Perform regular proactive maintenance and health checks on systems and devices to optimize performance and prevent failures.• Adhere strictly to Service Level Agreements (SLAs) for response and resolution times, prioritizing tasks to meet or exceed targets.• Act as a liaison between on-site teams and higher-tier IT teams, escalating and coordinating resolution of complex technical issues efficiently.• Maintain detailed and accurate records in workload management, asset management, and administrative applications to ensure operational consistency.• Communicate professionally and clearly in person, on the phone, and via electronic means, explaining technical concepts in non-technical terms for user understanding.

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