Kristopher Lee

My responsibilities include the following:

• Serve as primary responder for all server issues and customer complaints, monitoring the progress of events and supplying the client, partner or vendor with updates.
• Monitor all of the global servers, applications, network devices and connections along with customer traffic, using specific custom built tools.
• Work with the systems and network administration teams to resolve complex issues within specific service level agreement times.
• Work directly with our customers to resolve technical issues and questions.
• Perform basic systems troubleshooting and management, coordinate with appropriate teams when necessary.
• Provide thorough research of customer-facing issues and provide report to escalation teams prior to escalation.
• Update customers regularly on ongoing trouble tickets and provide full report of issues.
• Continue to learn and update internal knowledge base of new support solutions.

My responsibilities were as follows:

• Oversee the daily activities of NOC personnel.
• Analyze reports to create performance metrics that result in meeting departmental requirements to fulfill service level agreements.
• Plan & organize remote upgrades on media servers and digital projectors.
• Ensure the Service Desk is responding to and addressing technical escalations from internal and external sources within SLA as specified in standard operating procedures.
• Communicate technical trends with NOC management.

My responsibilities were as follows:

• Provide remote service and support in diagnosing problems and upgrading digital audio/video hardware and its associated software.
• Assist field engineers and digital cinema customers in troubleshooting and resolving technical issues.
• Monitor over 100,000 network components/nodes and applications to ensure uninterrupted service.
• Process a large quantity of requests from field engineers, customers and colleagues.

My duties included:

• Answering back-to-back incoming telephone inquiries pertaining to account servicing and problem resolution.- Providing specific account information to customers.
• Processing on-line entries.
• Assisting fellow teammates in the usage of the systems.