SUMMARY:

• Veteran Network Engineer offering more than 15 years of exceptional client service combined with knowledge of a variety of service desk management systems. Proficient in the monitoring and management of technical events via web portals to ensure that customer SLA’s are being met across all service tickets. Provide support to field service personnel and coordinate service efforts of all vendors within the customer’s chain of service providers.
• Vmware Installation and configuration
• Enterprise WAN / LAN device configuration and management
• Remote monitoring and device management technologies.
• NOC service desk technologies to include portals and utilities
• Proficient technical triage skills and efficient resolution management
• Desktop and Network device refresh administration
• End User application and desktop support
• Project development and management

TECHNICAL SKILLS:

Platforms: Windows 95/98/ME/NT/2000/XP Workstation, NT/ 2000/2003/2008 ServerNetworking: TCP/IP, IPX/SPX, Ethernet, Token Ring, VPN, DHCP, DNS

Languages: C, Visual Basic, HTML, ASP, VBScript, JavaScript, Perl

Tools: vmware ESXi 4.1, vmware view 4.6, Connect Wise, Autotask, Kaseya, N - Able, TigerPaw, Logmein, Citrix, GFI, MXLogic, Microsoft Exchange 2003 & 2007, Microsoft SQL Server (7, 2000, 2005), Symantec Backup Exec, ArcServe Backup, IIS 5.0, McAfee/Norton Virus Utilities, Lotus Notes, Microsoft Office Suite, Lotus SmartSuite, RightFAX, eWorkForce Management, Cisco ICM, NICE, CMS, Norton Ghost, Radia, AM/PM, Windows Terminal Server, Visio, Dreamweaver MX, Flash MX, Homesite+, Adobe Photoshop 7.0, Paint Shop Pro, Big IP

PROFESSIONAL EXPERIENCE:

Confidential, Macedonia, OH

Network Engineer

Responsibilities:

• Server Migration and Server Moves
• Backup Solution Setup and Troubleshooting
• Exchange Server Setup and Troubleshooting
• Active Directory Implementations
• Networking
• Firewall
• Switches/Routers
• Client Facing Activities
• Entrance Interviews
• Exit Interviews
• Consulting with clients

Confidential, North Olmsted, OH

Network Engineer

Responsibilities:

• Vmware virtualization design, construction and implementation
• Installing and configuring servers and network to support the vmware installation.
• Installing and configuring the vmware environment.
• Vmware ESXi 4.1 and vmware View 4.6
• Setting up Storage Area Network to Support the vmware environment
• Dell Equalogic and Compellent
• Building and placing the Wyse Clients
• Upgrading software
• Setting up FTP server for updates.
• Assisting with the AD setup or migration to support vmware.
• GPO setups
• Logon Script Creation
• User Profile Configurations
• Networking
• Setting up VLAN’s
• DCHP
• Setting up scopes
• Configuration Scope Options
• DNS Setup and Configuration
• Technical Documentation
• Server and Network Diagramming
• Helping populate the knowledge base used by the TAC using Sharepoint.
• CRM Software
• Tigerpaw
• TAC Support
• Level III escalation support of the Laketec client base.
• Programming
• Creating applications for clients using VB.NET and ASP.NET.
• Writing logon scripts using vbscript and batch files.

Confidential, Lakewood, OH

Remote Operation Center Analyst

Responsibilities:

• Creating and documenting processes and procedures for CBIZ clients.
• Logmein Website Administration
• Used for remote access to servers and desktops
• Adding and removing clients
• Validation of local and client backups
• Level one call intake and resolution of client issues
• Resolution of analog and VOIP phone, PC, network, printer and server issues
• Second and third level issue escalation point
• CRM Software
• ConnectWise
• Ticket and Time entry
• Managed Services Administrator
• Monitoring of Kaseya, N-Able and Zenith

Confidential, Mayfield Village, OH

Network Operations Center Supervisor

Responsibilities:

• NOC Supervisor
• Working with client base to create and maintain Service Level Agreement’s depending on their expectations and needs.
• Took over the Call Intake Center and improved call to resolution from 15% to 70%.
• Grew the NOC from 2 engineers to 4.
• Increased profitability of the NOC from 10 Billable hours per month to over 100 Hours per month.
• Validating and ensuring that Service Levels are maintained and followed.
• Creating and documenting processes and procedures for new hires.
• Autotask Champion
• Deploying software package in less than 2 months from purchase
• Logmein Website Administration
• Adding and removing clients pc’s and servers.
• Maintaining user access list.
• Reviewing tickets for completion and proper documentation
• Approving engineers hours based on client approval and verification of billable hours.
• Creating monthly client utilization reports
• Managed Services Administration
• N-Able Champion
• Used for Manage Care clients
• Configuring Alarms and Alerts for failed machines and devices per SLA’s.
• Monitoring of N-Able & Solarwinds for Alerts and ensure SLA’s were met.
• Spearheaded an effort to test Kaseya and Level Platforms for asset management in a 500 User environment and then across the rest of our client base.
• NOC Phone Support
• Level one call intake and resolution of client issues
• Resolution of analog and VOIP phone, PC, network, printer and server issues
• Second and third level issue escalation point
• Dispatching engineers for level 3 escalations
• CRM Software
• Autotask and Tigerpaw
• Ticket and Time entry
• Quoting
• Project management
• Validation and remediation of local and client backups (Symantec Backup Exec, ArcServe, NT Backup)
• Remote BES Server Administration
• Installation of CAL’s
• User setups
• Profile creation and rollouts
• Software upgrades

Confidential, Mayfield Village, OH

Field Service Engineer

Responsibilities:

• Server Migration and Server Moves
• Backup Solution Setup and Troubleshooting
• Exchange Server Setup and Troubleshooting
• Active Directory Implementations
• Networking
• Firewall
• Switches/Routers
• Client Facing Activities
• Entrance Interviews
• Exit Interviews
• Consulting with clients

Confidential, Cleveland, OH

Server Infrastructure Administrator

Responsibilities:

• Setting up backup solutions for clients and Confidential .
• Installing Backup software and hardware.
• Determining backup strategies.
• Creating network documentation for clients.
• Installing, troubleshooting, and maintaining client and Confidential servers.
• Travel to client sites to do onsite maintenance and emergency repairs.
• Installing, configuring and troubleshooting Microsoft Exchange.
• Active Directory support.
• DNS
• DHCP
• User Accounts
• Networking support for Routers and Firewalls.
• SAN administration and configuration
• HP and EMC Clariion
• VeriSign Renewals and installations.
• Proactively monitoring servers and their logs for potential issues.
• Set up and configured HP Remote Insight Lights Out II cards on 5 Servers for remote administration and control.
• BES Server installation and configuration
• Microsoft Exchange installation and configurations

Confidential, Willoughby, OH

Technical Analyst Manager

Responsibilities:

• Creation, backups and restorations of SQL Databases and Client Web Sites.
• Monitoring and proactively troubleshooting server and client side computer issues.
• Development of a ASP Administration Dashboard
• Creation of new ASP Web sites
• Creation of additional databases
• Backup of databases
• Space management of Database servers
• Outlining and diagramming the network infrastructure at Main Sequence.
• Interviewing and decision making on new hires.
• Developing and new and current employees.
• Tracking and documenting hardware and software inventory.
• Weekly phone and helpdesk availability reports.

Confidential, Willoughby, OH

Technical Analyst

Responsibilities:

• Answering customer’s technical issues with the software.
• Outlining and diagramming the server infrastructure for the PCRecruiter Web Application. users how to do administrative tasks within the software.

Confidential, Mayfield Village, OH

Telecom Network Planning Analyst

Responsibilities:

• Instrumental in testing and implementing RightFAX v.7.2 across 13 locations countrywide. Including upgrading server and faxing hardware. Installation and configuration of servers, OS, and Brooktrout cards.
• Upgrade of server hardware from IBM 330’s to Dell 2450 & 2550’s.
• Upgrade of faxing hardware from Brooktrout ISA Cards to Brooktrout PCI Cards.
• Upgrade of OS from Windows NT 4.0 to Windows 2000 SP2.
• Responsible for the overall health of the system including capacity management, research & development, project management, and metrics and measures.
• Designed, implemented and monitored the infrastructure.
• Spearheaded the effort to choose a replacement for the existing distributed single-skilled scheduling software to a centralized multi-skilled solution. Instrumental in testing and implementing eWorkForce Management across the corporation.
• Transition from a distributed system to a centralized solution.
• Upgraded hardware from IBM 325’s and 330’s to Dell 2550’s and 2650.
• Upgrade of the database from FoxPro to SQL 2000.
• Designed, implemented and monitored the infrastructure.
• Developed documentation procedures, implemented and tested Disaster Recovery Plans for sites throughout the corporation for RightFAX.
• Interviewed and mentored new employees within the group.
• Created and documented distribution packages for RightFAX and eWorkForce Management using Radia.
• Created packages for RightFAX Client.
• Created packages for Windows Terminal Server Clients.
• Designed and implemented an online documentation repository.
• Programmed site using ASP and HTML.
• Used a Microsoft Access Database to store the information.

Confidential, Mayfield Village, OH

Client Server Support Specialist

Responsibilities:

• Tested and implemented new TCP/IP rollout installations in the Cleveland area.
• Transitioned the corporate standard OS/2 OS to Windows NT 3.51. Developed documentation to ensure that the installation was successful.
• Instrumental in the transition from Windows NT 3.51 to Windows NT 4.0.