MARK BRAUN

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, chat and email platforms.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.

Key Responsibilities:

• First-line technical support for Windows, Linux, and Virtualization environments.
• Monitor and manage the incident queue and support mailbox for all three technologies.
• Act as the primary point of contact for incoming client calls related to infrastructure incidents.
• Responsible for triggering the On-call escalation process for critical incidents outside business hours.
• Follow predefined procedures to investigate and resolve technical alerts, such as:
• Windows:
  CPU utilization issues
  Node down
  Ping warnings
  Cluster services stopped
  Low disk space
  Stopped services
• Linux:
  Swap or /tmp full
  NTP unsynchronized
  Critical services down
  Ping warnings / Node down
• Virtualization:
  Node down alerts.

Tools and Technologies:

• ITSM, SC3, RDP, MobaXterm, UXMON, vSphere, TreeSize, CMD.

Responsible for inspiring the retail team to achieve and exceed sales and profit targets by ensuring that every customer receives a fantastic overall experience.

Duties:

Clearly and concisely communicate the business, area and store objectives to the team.

Writing up sales reports.

Hiring and training new staff members. Ensuring a high level of stock availability.

Managing all paperwork and stock.

Building Building relationships with the local community.

Ensuring total compliance with all store operations policies.

Keeping store clean and uncluttered.

Managing staff work schedules.

Organizing roster and holidays.

Creating a positive working environment.

Analysing and interpreting trends to facili tate planning.

Understand and properly follow all receiving procedures, including how to use company's software and systems.

Understand all paperwork related to receiving including how to read and use Purchase Order (PO) receivers, Bills of lading,and packing list.

Update and create engineering drawings and all related documentation.

Duplicate and create archives for hardcopy bound DWGs for storage on CAD system.

Maintained a Maintained accurate documentation of redlines and design changes.

Also troubleshooting PCs, laptops and printers.

Responsible for maintaining backups on Windows serve.

Experience in identifying IT problem sources and methods of solution.