Robert Paradise

About Robert Paradise

Unique ability communicate and facilitate technology solutions between business units.Proven ability to identify and triage incidents in a timely mannerManage incident management conference bridge and organize resourcesProven track record for exceeding project expectations within budgetary and time constraints.Solid knowledge of operations center principles and practices.Familiar with ITSM, UTS, Magic, Onyx, and Remedy ticketing systemsServer – Server 2003 – 2012, SQL, IIS, Exchange & Azure PlatformOperating System – Win8 Win 8.1, Win7, Win XP, and earlier.Software – Microsoft Office Suite 2003 – 2013, Active Directory, Product Studio & TFSSmartcard - creation and troubleshooting user accounts and certificatesIncident Management – Triage and troubleshoot issues in a timely mannerNetwork – LAN/WAN, DNS, DHCP, VPN/RDPMobile - Android, BlackBerry & Windows Phone | Handheld & TabletMultitasking – Ensure projects are completed on time based on priority.Communication – Ability to communicate between teams toward a common goal

Experience

1. Support Analyst i

   Costco Wholesale

   Jul 2021 — Present · Issaquah, WA, US

   Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets.• Respond ASAP to P1 Critsit/Site Down issues, open a conference bridge, send our Incident Email Notification, collect detailed information and facilitate problem resolution in an ‘All Hands-on Deck’ mindset with clients SIP teams. • Build Problem Management processes, document Root Cause Analysis on Critisit/P1 issues and share with Client SIP teams.• Triage issues gather Graylogs/Bamboo logs and consolidate detailed information on all Production tickets based on Priority of tickets.• Perform 24X7 Health checks Websites, Database queries and Backend systems and stop/restart Cronjobs and processes as required.• Creates and maintains Level 1 Support Knowledge Base documentation in Wiki/Confluence for teams to reference and use on a day to day basis.• Monitors, resolves and escalates Production issues as appropriate to Level 3 Support/Development teams/Solution Architects.• Keep P1 Incident Notification Email Distribution and SMS Notification lists up to date on an ongoing basis

Education

• ITT Technical Institute

  Associate's Degree, Electronics Engineering

  1997 — 1999

• Strategy Computers

  MCSE 2003 Bootcamp

  2008 — 2008

Skills

• Microsoft Technologies
• Tcp/Ip
• Vmware
• Dns
• Integration
• Software Installation
• Databases
• System Deployment
• Servers
• Windows Xp
• Software Documentation
• Wireless Networking
• Virtualization
• Networking
• Windows 7
• Powershell
• Access
• Iis
• Microsoft Exchange
• Training
• Sharepoint
• Testing
• Dhcp
• Troubleshooting
• Security
• Windows 2000
• Technical Support
• System Administration
• Wireless
• Blackberry
• Call Center
• Management
• Active Directory
• Xp
• Windows Server
• Hardware
• Cloud Computing
• Scom
• Windows Vista
• Help Desk Support