Elisabeth Cleveland

Provide 24/7/365 support to international clientele and internal departments utilizing the Oracle Service Cloud application (formally RightNow) as a specialist in infrastructure and environmental configurations. Support all current platforms and work towards quick and effective resolution of Client Test and Production related incidents.

Know and understand Click-Once related issues with deployment on currently supported Windows operating systems. Troubleshoot issues related to Citrix deployments of the Oracle Service Cloud application.

Provide excellent 24/7/365 customer service support to both internal and client requests with timely fulfillment or engagement of escalation team. Support each platform through it's lifecycle starting in development, quality assurance, client testing and production. Create or modify documentation to be up-to-date with the newest confirmed information and assist in research requests on any internal or client related issues. Engage technical support, systems administration and development teams for resolution of internal and client relate production issues to resolve them quickly and efficiently. Provide support and administration for linux, Windows systems daily. Provide backup support for system administration when needed (replacing end user equipment to assisting with regularly scheduled maintenance windows).

Support client facing tools such as WebRules, Zui / Zeb / ZOrigonate, and Diakon as well as internal tools Jira, Confluence, Bugzilla, and Lotus Notes. Utilize ticket tracking systems by Atlassian and to manage a problem throughout the lifecycle. Provide support for a multiple international data center network with cross application support with an emphasis for real-time response for instant credit decisioning in the production environment. Create custom scripts and commands in bash to utilize time wisely with a focus on functional, easy to use scripting to increase work speed.

Troubleshoot LDAP, connectivity, virtualization, applications, email, VPN and token system, Linux MQ managers, Windows and Linux server configurations to provide support to the requesting party within Service Level Agreements. Work with internet providers on a high level to resolve connectivity based issues that include intrusive testing on a down circuit. Provide professional notifications to clients that are affected by a major production issue and help provide a timely resolution.