An experienced IT professional with System, Database, Middleware and Application administration skills and an extensive experience in the field of IT infrastructure, IT systems monitoring and manageability, systems and applications performance and quality management. • Apply technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and complex customer environments. • As appropriate, determine which tool(s) to use to resolve issues including running tests. • Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment. • Maintain a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status. A committed team player, self-motivated with the ability to communicate at all levels. ©