Sep 2005 – Mar 2008
EDS Electronic Data Systems
Shift Leader – Support and Operations
Large multinational technology solutions company
Administered client systems in the EDS Best Shore program.
Responsibilities and deliverables
- Led a team of 25, coordinating resolution of the most complex tickets, the work roster and participation in client conference calls.
- Met and verified SLAs and RFCs under ITIL practices.
- Monitored and managed the clients' production environments.
- Supported more than 2,000 Windows 2003, UNIX and VAX servers, plus web servers and messaging servers.
- Managed incident resolution and first and second-level support for the tickets raised.
- Worked daily with teams in the United States and India, by phone and over the web.
Key achievements
Maintained production continuity with SLA and RFC compliance under ITIL practices.
Project types
- Critical operations
- L1/L2 support
- Incident management
- SLA control