TECHNICAL EXPERTISE:

Server Administration, Network Administer, Change implementation, Problem Resolution, Technology Deployment

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Customer Support Engineer

Responsibilities:

• Manual configuration of Cisco routers, switches and firewalls.
• Supported routing protocols(i.e. BGP,MPLS,SONET etc.)
• Troubleshot Cisco equipment Layers 1 to 3
• Working in a customer support center answering phones in order to provide top level technical support to Cogent's customers globally.
• Customer care. Providing the customer with information and updating of the incidents that occur on their services
• Ensure that network and customers issues are accurately documented in the trouble ticketing system
• Customer care. Providing the customer with information and updating of the incidents that occur on their services
• Reporting on the Global Shift performance as well as on the handover after each shift.
• Management of internal and vendor planned maintenances impacting Confidential European Network.
• Interact with Confidential customers via phone and email in order to resolve their service issues, respond to their technical questions and achieve customer satisfaction
• Provide 1st line customer and technical support for all layer 1, 2 and 3 services provided by Cogent, monitoring global customer connections, email requests, and phone inquiries

Confidential, Baltimore, MD

Network Engineer

Responsibilities:

• Broadcast, TOC, VOC, or satellite experience.
• Digital video transport, including SDI, ASI, encoders, decoders, routers and test equipment.
• Isolate and troubleshoot failed equipment, facility issues and other components of the network.
• Configured, changed, and altered Cisco routers and switch configurations to facilitate point to point communication.
• Thinking logically is critical, make decisions and solve problems quickly with minimal supervision, in a professional and consistent manner.
• Computer networking, routing, IP, Ethernet private line and optical Networks.

Confidential, Manassas, VA

Datacenter Implementation Engineer

Responsibilities:

• Respond and Resolve break - fix and change management tickets within agreed Service Levels (Priority 1, 15 minute response time, 1 hour resolution time for example)
• Responsible for 24x7 operation of the data center, including server builds, risk management and mitigation, corrective and preventative maintenance of critical infrastructure.
• Installing and removing equipment
• Independently troubleshoot and repair hardware errors on servers, switches, storage and network gear
• Troubleshoot Server OS (Linux, Windows Server, CentOS)
• Physical layer support for Cisco and Juniper equipment.
• Image servers using automated processes and troubleshoot imaging errors.
• Review requests for access to the Data Center..
• Coordinate repairs and downtime with system owners. Properly document repairs within ticketing system, notify all parties involved and communicate with end-users.

Confidential, Winston Salem, NC

Data Center Engineer/Server Engineer

Responsibilities:

• Independently, identified and diagnosed problems with servers that was related to network hardware
• Identified defective parts and replaced as needed.
• Data Center Rack, flooring and cable management systems.
• Replace, cabled, and installed Cisco Catalyst Switches.

Confidential, Lexington Park, MD

Server Farm Coordinator

Responsibilities:

• Manage outsourced network vendors.
• Utilized DCIM Software to coordinate data center upgrades and projects while maintaining uptime.
• Responsible for data center critical system
• Managed Client, Internal, and Vendor relationships
• Thermography Assessment
• Change implementation
• Managed multiple vendors providing facility maintenance and repair, cleaning, electrical systems and network/fiber compliance.
• Retrieve backup tapes from robot library, prepare and ship to offsite storage facility. Receive and reload tapes from offsite.
• Troubleshoot and maintain all servers, disk arrays, and tape library. Servers included HP (ProLiant Series, Dell (PowerEdge Series)
• Liaison between the Data Center and all our users when problems were reported.
• Managed the control of all inventory within the Data Center.
• Reported Weekly to Navy Data Center Architect.
• Maintained Data Center Safety Policies and Standards.

Confidential, Alpharetta, Ga

Technical Support Lead

Responsibilities:

• Working knowledge of IP Networking, RF and digital video/data systems
• Video codec
• Audio/video routing systems
• Network management systems
• Optical transport systems
• Digital head end technologies
• Satellite and off-air receive systems
• Basic satellite transmission knowledge including transmission path components
• Encoding and compression technologies and distributed software applications
• Experience in the satellite communications industry

Confidential, Winston Salem, NC

Technical Analyst

Responsibilities:

• Demonstrated interpersonal, verbal and written communication skills
• Communicated trends or critical issues to peers and management
• Facilitated critical fixes for Confidential and Confidential customers
• Managed implementation of system changes, and necessary critical fixes so not to impede Confidential ’s business needs
• Configured/Utilized Active Directory to set Confidential employee access
• Utilized computer troubleshooting skills along with personnel independence to stay current with all, process, procedural changes

Confidential, Greensboro, NC

POS Technical Support

Responsibilities:

• POS technical support for Passport, and G-Site point of sale
• Remote access to support sql, pump and pos troubleshooting
• Initiated service to locations as needed per major oil contracts
• Escalated ticket requests to upper tier support as needed for customer needs
• Support TCP/IP network trouble tickets
• Instructed team members and technicians how to support pos systems and applications
• Provided technical phone support to technicians in the field
• Member of Passport 2 nd Tier Team, Software Installation Team, and Service Installation Team
• Operated GROC Application
• Installed oracle scripts for BP Startup Project
• Shell Major Oil Contract Service Representative