PROFESSIONAL SUMMARY:

• Network systems, Cloud support, customer service, telecommunications services, operations professional who uses a combination of informal leadership and extensive knowledge of facilities and hardware management skills, along with structured operational standards to execute complex on time customer network installations or technical supporting incidents.
• Able to work independently or as an integral part of a team effort.
• Thrives on challenges, and enjoys learning new tasks.
• Ability to work in a fast pace/deadline focused environment.
• Works well with internal customers at all levels of the organization.
• Excellent communications skills along with the ability to manage and coach others.
• Strong, commitment to quality, and excellence.
• Known as reliable, self - motivated and results oriented.

SKILLS:

Good problem solving abilities; Ability to Present Technical Information; Active listening and client-care skills; Hard-working and dependable; Able to write professional emails communications to end users and customers; Network Design and Implementation; Good customer service/ communication skills; Information Technology Service Management; telephone skills; Quality Focus; Proficient in email communication; Help Desk Support; Maintains Vendor Relationships; Soft Skills; Ability to work well with end users and higher level employees; Strong organizational skills; Strong interpersonal skills; Attention-to-detail; Familiar with Windows Linux Operating Systems; Oral and written communication skills; Ability to facilitate meetings comprised of business; stakeholders; vendors; and other IT representatives; Fast learner who is self-motivated; Ability to work remotely with little supervision; Experienced with Microsoft desktop technologies (Windows 10, XP, Win 7, Office 7, Office 365); Ability to adapt to changing social media landscapes by regularly developing and enhancing online presence with creative strategies.

PROFESSIONAL EXPERIENCE:

Confidential

Systems Monitoring Analyst

Responsibilities:

• Provides IT infrastructure services and support to internal and external customers.
• Provide solutions to a variety of technical problems of moderate scope and complexity.
• Uses run-book steps for first level break/fix restoration issues as needed, using tools such as CyberArk.
• Analysis of Change Requests to identify gaps.
• Experienced in troubleshooting, identification, isolation, and resolution of network issues.
• Maintain tickets, logs, and records in accordance with ITIL best practices via Service Now.
• Uses various technical skills to resolve incidents of well-defined scope as specified by procedural guidelines based upon SLA sas documented in our Knowledge Base, Confluence 6.0.2 .
• Proficiently experienced in multi-platform distributed environments.
• Experienced with one or more of the following Network, System or Application management tools such as BMC suite of tools; BEM, Remedy, CA APM WebView/WILY Introscope Monitoring tool v9.0, Riverbed-Steel Central, Orion-SolarWinds, Broadvision for server monitoring, and SitesScope.
• Performs pro-active monitoring of network elements using tools such as Dynatrace, Splunk, InterMapper Web Server ver5.6.10, Tivoli Enterprise Portal 6.2.2, to identify those components or elements that can be, or more than likely, causing service degradation or failures.
• Strong customer service skills.
• Proven analytical skills, along with excellent written and verbal communication skills.

Confidential

Customer Care Center Technician, Clayton, Mo

Responsibilities:

• First level response to incident tickets.
• Accepted and solved 2nd tier support issues.
• Assed the need for performance upgrades to PCs, including the installation of NIC cards, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Created documentation and populated the knowledge base with articles when needed.
• Supported customers through superb communication in person, by telephone and or email.
• Resolved customer service requests over the telephone; through desktop consultation with users; and/or by using remote management software, and documented these events by using KACE K1000 by Dell.
• Assisted in resolving issues with customers remotely on server based software products, password resets, and account/domain issues using tools such as BOMGAR and Active Directory.
• Provided assistance with common word processing applications; such as Microsoft Office 365 2010/2013 ; Adobe Acrobat; Outlook; and Microsoft Project when needed.
• Deployed new equipment to customers from unpacking to desktop.
• Responded to ticketing incidents by priority and assignment.
• Collaborated with LAN/WAN administrators to ensure efficient operation of the company’s infrastructure for our customers.
• Resolved issues related to workstation operating system; network connectivity; application errors and user login.

Confidential

Computer Operator, St Louis, Mo

Responsibilities:

• Responsible for the initiation and tracking of support cases by using the Confidential Ticket System.
• Responsible for monitoring, analyzing, detecting business impacting issues while providing 1st level support for all remote production servers, IT systems, nightly processes, and server environments on the Ubuntu/Linux environment using Zenoss.
• Answered incoming technical support calls, Chats, as well as emails, regarding both hardware and account related requests.
• Monitored application and infrastructure performance and availability.
• Escalated when necessary business impacting issues to appropriate support team members.
• Performed regular software scheduled releases and system upgrades as part of our regular documented duties using Service Now.
• Responded, troubleshot, and resolved business/customer impacting incidents.
• Kept current configuration management databases updated.
• Collected data from a variety of sources to identify, analyze, and report events that have occurred or might occur within the network to protect our company s/client s information systems, and networks from threats.
• Knowledge of basic database concepts.
• Daily completion of all logs and shift turnover reports.

Confidential

Service Operations Expert, Creve Coeur, MO

Responsibilities:

• Provided level 3 availability management of the Confidential Commercial Apps by providing 24-hour monitoring, using surveillance tools such as Pingdom and monitoring Dashboards; Splunk & New Relic.
• Responded to monitored Windows Server alerts, along with other infrastructure related issues using BMC TMART & WebLogic.
• Served as subject matter expert for team supported issues, and attends meetings/conference calls as required.
• Enabled development teams to provision production environments through a fully automated workflow system using the automated PL/SQL script deployment tool; TOAD for Oracle ver11.5.
• Used the standard Admin Pack for Windows called ADManager Plus for Active Directory related issues.
• Good understanding of ITSM practices, processes along with Information Technology Infrastructure Library (ITIL).
• Utilized enterprise and open source tools to monitor critical business applications, infrastructure components in order to perform detailed performance analysis, proactive tuning and alerting for end to end using business critical workflows using Splunk and New Relic.
• Used Salesforce as database to admin certain account types, as well as to obtain reports and statistical data on certain accounts.
• Used BMC Remedy to track Changes, Work Order resolutions and Incident Tickets.
• Assisted teams with provisioning production environments requests, through a fully automated workflow database called SBM (Serena Business Manager).
• Collaborated on occasion with performance and development teams to identify performance tuning opportunities.
• Remotely able to initiate process stop/start, rebooting, configuration changes and download patch fixes of UNIX batch / shell scripting by using Autosys.
• Created and maintained technical support playbooks and SOPs.
• Basic Project Management skills.
• Participated in incident and problem solving resolution team meetings.

Confidential

Operations Center Lead Analyst, Mo

Responsibilities:

• Monitored and responded to infrastructure/software systems using tools such as NetCool, vSphere (VMware console), Zabbix 2.0, Splunk, and SevOne.
• Lead and trained new employees on policies/procedures for this newly created department, and information systems related to the position.
• Primary first-level escalation for any or all business/customer related issues that impacted our Cloud-based app store service; Parallels.
• Verified and defined AppGrid/AppLogic issues using VMware Vsphere.
• Utilized ticket tracking systems such as Remedy, Vantive and JIRA as needed.
• Experienced with Splunk Dashboard being used for tracking HTTP Response Codes and various command line searches such as (400,401,403,404,408, 500, 501,502 & 503).
• Used RunDeck an automated script deployment tool.
• Developed and analyzed trends and educate users on prevention methods based upon user experiences.
• Escalated to higher level tiered groups and management when required.
• Helped to create, developed monitoring processes, also implemented monitoring procedures for NetCool.
• Developed, updated and implemented SOP processes based on ITIL standards.
• Interacted with customers, via multiple communications methods such as MS Messaging services (Lync), per established customer service and quality guidelines.

Confidential

Network Specialist II-Contractor, St Louis, MO

Responsibilities:

• Proactively monitored and supported Anheuser-Busch domestic, Canadian, Mexican, UK, South American and Asian WAN circuits.
• Participated in problem/change management activities to minimize impact of service disruptions on end users, during normal scheduled dates/times.
• Supported complex network features and configurations, provided ongoing troubleshooting procedures, which helped to recover from network outages and/or quality performance problems.
• Used the following tools such as Confidential OPENVIEW for UNIX, Site Scope (server surveillance tool), Nagios, NetScout and SCOM (System Center Operations Manager) for network and data monitoring.
• Provide level II customer service to IT and A-B/InBev business units. Also worked with ISP’s in troubleshooting circuit issues.
• Proficient in Microsoft Word, Excel, and Outlook.
• Documented all network upgrades/changes, and all installation related issues using Confidential OPENVIEW Service Center.
• Managed password resets and network account administration issues using Cisco Secure (TACACS) & Cisco Wireless LAN Controller.
• Responded to Exchange, UNIX, Citrix, SQL, SAN, NAS, OCS, SAP, SNA and SharePoint server alerts via System Center Operations Manager (SCOM) and HPOV Operations and provide notification and assistance to the supporting IT groups.
• Proactively monitored all routers, switches, VPN concentrators, WAP's and UPS's via Confidential Openview and SNMP alerts. Assisted in troubleshooting and repairing LAN devices. Adequate experience with some Routers: Cisco 1600, 1700, 1800, 2500, 2600, 2800, 3800, 7000, 7500 and some switches: Cisco 2800, 2900, 3500, 3700.

Confidential, O’Fallon, MO

Network Operations Center Engineer

Responsibilities:

• Ran diagnostic tests specialized to troubleshoot bank transactions and service issues company using tools such as WebNet, Bank Net & Stand-In Activity Monitor.
• Monitored, reported network alarms, service degradation, and loss of service.
• Installed, configured, troubleshot, and maintained Confidential (MasterCard Interface Processors). Also assisted and supported upgrades to customer’s hardware and software services remotely during scheduled maintenance windows.
• Performed first tier trouble-shooting and alarm validation in a 24-hour environment using company provided tools such as Stand-In Activity Monitor.
• Identified, diagnosed and resolved customer’s service issues received by emails, phone calls and daily surveillance of their networks.
• Managed the Help Desk ticket triage GSM information system.