Jasper Abrera

ITIL V3 and V4 certified IT Support Specialist with strong technical, analytical, and problem-solving skills. Experienced in handling complex issues, making effective decisions, and delivering high-quality support under pressure.

Storage Engineer - DXC Technology

(2020-01)

• Managing and maintaining storage infrastructure, including SAN and Netapp.
• Experienced at SAN and NAS storage monitoring and health reporting
• Performs provisioning, performance tuning, and health checks.
• Diagnosing and resolving storage-related issues, often coordinating with other technical teams.
• Engage with Vendors for troubleshooting on issues identified with providing resolution and remediation.
• Working knowledge of SAN Brocade Switches.
• Working knowledge of IBM and EMC PowerMax Storage system, Netapp ONTAP

Service Desk Analyst - HP · Hewlett-Packard Enterprise · DXC Technology

(2014-01 - 2020-12)

• Handled end-to-end SLA's (Service Level Agreement) to meet client satisfactions by assigned and resolved incident on a timely basis.
• First line diagnosis of incidents and service requests and implement solutions.
• Understand the latitude to ensure customer satisfaction and do everything necessary to retain customer satisfaction.
• Became Subject Matter Expert
• Act as the "go to" person for service or technical queries from the members of the team.
• Identifying, analyzing, and initiating the escalation and complaint process and Effectively managing all escalations and complaints received from the customers.
• Provides and performs agent assistance, monitoring and coaching. Performs escalation management through proper ITIL process and provides gap analysis and management.

Bachelor of Science - Computer Science and Information Technology specialization in Information Technology - Asia Pacific College (2010-01 - 2014-12)