Abram Fernandez

Queue Management / Reporting

- Manage work order requests in the queue and ensure timely responses while adhering to commitment times.

- Escalate and expedite orders to appropriate teams following standard operating procedures. Seek supervision when escalating non-standard procedure requests.

- Ensure adherence to commit times as per standard operating procedures.

- Maintain detailed written records of all work activity and update local asset databases and other systems.

- Rack and stack semi-routine customer equipment tickets.

Installations

- Install intra-cage infrastructure following standard operating procedures for semi-routine customer installs, including fiber trays, ladder racks, customer equipment and cabinets, and semi-basic cage installs for mesh and overhead cable trays.

- Perform tape changes and standard operating backup changes.

Cross connection

- Provide support for semi-routine data center standard operating cross-connect work order requests, including installations, terminations, modifications, and testing.

- Ensure cable management procedures are followed for coax, fiber, twisted pair copper, and semi-routine intra-building cross-connects, adhering to standard operating procedures.

- Learn to install 'across' connect circuits (switched, multiplexed, etc.) under supervision.

- Provide support for semi-routine standard operating testing and installations of customer assets, as well as layer 1 cross-connect certification testing, adhering to standard operating procedures.

Testing / Troubleshooting

- May learn non-standard operating testing, such as layer 2 and layer 3 testing, under supervision.

- Work collaboratively with operations and security personnel teams, providing support during breaks or other activities as required.

- Deliver standard operating procedural tasks and provide backup assistance to team members when necessary.

Customer Management

- Ensure customer satisfaction by timely adhering to semi-routine execution order requirements and delivering a high level of service and excellent customer experience when interacting with customers.

- Provide support with time expectations on new deployments and existing alterations, following standard operating procedure guidelines.

- Offer on-site support to customers through access control and escorting services.

Project Management

- Support project fulfillment following standard operating procedures, seeking supervision when projects deviate from standard procedures.

- Provide support to vendors on projects and assist with physical customer audits.

Training

- Complete all assigned training within allocated timeframes, and may provide support to new hires.

• Documented data warehouse architecture to guarantee capacity met current and forecasted needs.
• Resolved processing errors interfering with service level goals for uptime and data integrity.
• Prepared functional and technical documentation data for warehouses.
• Completed quality reviews for designs, codes, test plans and documentation methods.
• Worked with support teams to troubleshoot outages and IT issues in DEWA data centers.
• Annually conducted business continuity procedure testing to prepare for unplanned emergencies and test contingency plans.
• Clearly discussed expectations and solutions with customers and team members.
• Used DCIM to provide customer support, identify clients and submit incident reports.
• Cooperated fully with product owners and enterprise architects to understand requirements.
• Provided network operations support when monitoring issues occurred unexpectedly.
• Regularly referenced reports or system operations, task lists, problems and resolution updates.

• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Worked well in a team setting, providing support and guidance.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Organized and detail-oriented with a strong work ethic.
• Skilled at working independently and collaboratively in a team environment.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.

• Directed projects according to schedule and quality demands.
• Prepared and submitted reports on job progress and safety conditions to upper management.
• Trained workers in proper methods, equipment operation and safety procedures.
• Evaluated and updated safety protocols to reduce risks on construction and extraction sites.
• Communicated with stakeholders on job milestones.
• Oversaw daily operations at site, keeping team production moving at optimal pace.
• Monitored job progress and performance of employees or contractors to complete projects prior to deadlines.
• Created and implemented plans to maximize efficiency of workers.
• Sourced suppliers and purchased necessary materials for work.

• Evaluated security measures and made recommendations to network administrator for upgrades and changes.
• Supported project planning team to promptly address hardware and software problems and network emergencies.
• Performed tracing and patching operations for copper networks.
• Oversaw and managed operational and security requirements for numerous computers in network, related systems administration and regular maintenance.
• Dressed and installed fiber cabling and hardware.
• Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
• Collaborated with network administrator in moving private folders to new Exchange servers.
• Operated 4-pair test equipment to terminate network cabling at blocks and routing points.
• Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
• Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
• Installed cabling, wireless routers and telephone systems for data communications networks.
• Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
• Troubleshot hardware and software to determine and rectify network problems.