Marco Morraz

Background

About Marco Morraz

High Priority Incident Manager / DXC Technologies - Sofia, Bulgaria 04/2020 - Current • Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary. • Prioritized each incident based upon its impact on business and escalated issues considered major threats. • Remained calm and poised during high-priority incidents. • Prepared records and reports of company responses to fires or other emergencies. • Recognized by management for providing exceptional customer service. • Data collection and analysis from Priority 1 and Priority 2 incidents where the team has met difficulties working through the MIM, PSP, third party, Problem and Change Management process • Led, investigated, helped in the resolution of mission-critical infrastructure outages due to new projects, and current infrastructure maintenance change plans. Technical Support Specialist / Modis Bg- Sofia, Bulgaria 01/2019 - 04/2020 • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts. • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions. • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality. • Reviewed current hardware and software configurations and recommended modifications to increase system speed.