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shannonmontague

Shannon M

@shannonmontague

CloudFirst Associate Engineer

United States
English
About me
I am a dedicated technical professional with extensive experience in cloud engineering, help desk support, and customer service. I have a proven track record of monitoring IBM i systems, managing replication and backups, and resolving complex hardware and software issues for global clients. I pride myself on my ability to lead teams, train new employees, and maintain high standards of professionalism in fast-paced environments.... Read more

Skills

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shannonmontague
Shannon M
Offline • 

See my services

Data Entry
I will compile and format data
From$20 / projectMore details

Work experience

Company

Full-time • 4 yrs 2 mos

Associate Engineer

Jun 2023 - Present • 3 yrs 3 mos

Monitor ticketing queues and address issues inside of tickets sent by clients. Monitor and resolve issues on IBM i systems, in addition to performing tasks related to replication and backup management for clients. Perform system administrator and operator level tasks such as monitoring performance, managing jobs, querying information from databases, and user management.

Help Desk Technician

Feb 2022 - Jan 2023 • 11 mos

Monitor ticketing queues and address issues inside of tickets sent by clients. Use various remote access programs to remotely troubleshoot and configure hardware across the world. Answer inbound calls and make outbound follow up calls. Coordinate service with the technicians and clients. Document all issues and resolutions within our ticket queue. Keep in contact with different departments to help resolve issues as best as possible. (The company was known as Summit Innovations)

Jackson_Hewitt Tax Service Inc

Seasonal Ops Chat support

Jackson Hewitt Tax Service Inc • Full-time

Jan 2022 - Feb 2022 • 1 mo

Provide office and basic technical support to any employee in the field offices for Jackson Hewitt. Use a variety of systems to best help the clients and document the cases