(314)393-4288
MAMOUN EID
mamouneid@yahoo.com
130 Waterside Crossing Drive
Saint Peters, Missouri 63376
PRODUCTION SERVICES ANALYST
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Production Services Analyst with an established background in managing major incidents events.
Experienced with network devices, multiple operating systems and escalation procedures.
Recognized for outstanding customer service, team management and cross-functional communication.
Excellent communication skills, both verbal and written
Able to quickly learn and implement new technologies and procedures.
TECHNICAL SKILLS
Installation, Configuration & Troubleshooting of Windows XP, 7, Vista, NT & 2000
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Strong analytical and problem solving skills
Proficiency with Android & iOS
Adept in Java & Cisco IOS
Proficiency with Microsoft Office & Outlook
LAN, DHCP, TCP/IP & DNS Knowledge
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Network Connectivity Troubleshooting
Customer Support Focused
Basic level of proficiency in SQL, Oracle
Workstation & Notebook Maintenance
Basic Knowledge of ITIL framework
EDUCATION
Master’s of Information Systems- Currently Enrolled
University of Missouri- St. Louis
Bachelor of Science in Business Adiminstration, Concentration Management Information
Systems- May 2003, GPA- 3.14
SAINT LOUIS UNIVERSITY, Saint Louis, Missouri
BUSINESS MANAGEMENT SKILLS
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Cross-functional Communication
Documentation & Process Driven
MS Office Suite Utilization
Marketing & Advertising Campaigns
Sales Force Management
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Customer Service Best Practices
Forecasting & Budgeting
Staff Training Programs
Inventory Control
Operation Scalability & Expansion
PROFESSIONAL EXPERIENCE
Bank of America, St. Louis MO
Jan. 2013 to Current
Business Technical Analyst, ATM Network Support - Telecommunications Team
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Proactively monitor ATM, Cisco router alarms, and network outages on a 24x7 basis.
Provides immediate response to major incidents throughout the Bank of America ATM Network
infrastructure
Leads triage efforts by providing timely status of major network outages and leading bridge calls with
vendors and stakeholders to facilitate rapid restoration of services
Execute analysis to identify network issues and provide awareness to appropriate support teams.
Construct and update trouble tickets using Gasper and Maximo ticketing systems for detected
problems as needed.
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Coordinate technical escalation to ensure faults are resolved while collaborating with vendors
including HP, Verizon, and Cisco, to ensure timely resolution of ATM networking issues by providing
troubleshooting steps and holding vendors accountable for their contractual Service/Operational
Level Agreements (SLAs/OLAs).
Troubleshoot various network issues by logging into Cisco routers and switches via Telnet and SSH
Client to identify potential errors preventing communication
Generate daily reports to management on ATMs that are down over 24 hours, detailing technical
issues causing network failure, as well as updates for actions taken to restore communications
Bank of America, Saint Louis Missouri
Business Technical Analyst, ATM Network Support
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Provided phone support for both technical and non-technical ATM issues to various clients including
customers, bank associates and vendor field technicians.
Monitored the health and status of Bank of America’s ATM network, approx. 16,000 ATMs, using
various tools and applications, including Gasper, Base24, MARS, and ARK.
Troubleshot ATM problems remotely using OpteView to quickly resolve issues and reduce number of
technician dispatches needed.
Collaborated with different vendors, including Tyco, Diebold, NCR, Brinks, Pendum, Hamilton, Valero,
to dispatch technicians when necessary to resolve ATM and network issues.
Supported technicians at various sites to resolve ATM software and hardware related issues.
Escalated on and worked aged fault tickets to reduce customer impact.
Constantly exceeded monthly metrics including ticket and call quality
Bank of America, contracted via Rose International, Saint Louis, Missouri
Banking Center Refresh Project
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June 2012 to Sept. 2012
Remotely assisted in taking ATMs on and offline following proper procedures to ensure no/minimal
damage occurred to the ATM’s hardware and software, while routers were being upgraded by HP
throughout various states
Monitored Gasper ticketing system and Base 24 servers to update and close tickets that were opened
during the upgrade process.
Escalated trouble tickets to HP to inform them of any issues that may have occurred during the
project implantation
Provided daily reports to management and ATM Network Support team, detailing when the ATMs
would be taken off the network, as well as when the ATMs would be restored into service
Ensured Excel files were properly updated with all relevant information regarding ATMs that have
been upgraded
EXQUISITE FASHIONS, INC., Saint Louis, Missouri
Owner
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Sept. 2012 to Jan. 2013
Nov. 2004 to July 2012
Deploys, installs and troubleshoots Windows and Mac workstations and netbooks.
Troubleshot tablet, handheld and bar-code scanning peripherals.
Trained employees on implementation and best practice usage of corporate P.O.S. devices.
Partnered closely with national and local distributors, driving low cost and accurate materials
management.
Focused on driving revenues through proven marketing techniques and top-notch customer service.
Resolved customer order issues and maintains strong client relationships.
Promptly remediated escalation of customer related issues.
Drived corporate policies and procedures for customer support and financial documentation.
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