• Skilled in Information System Management, Research, Problem Analysis/Solution.
• Motivated Self Starter and a fast learner.

Confidential

Systems Engineer

• Troubleshoot Linux Windows 2003/2008/2012 server issues.
• Provide User Rights via Windows Active Directory/OU
• Create and Configure GPO Policy per Request
• Manage Ticket Queue via JIRA Ticketing System.
• Responsible for Monitoring and Up Keep of McAfee ePolicy Orchestrator
• Responsible for Internal/External DNS and DHCP changes.
• Configured and Migrated RSA Authentication Manager from version 6 to version 8.
• Create and Configure Microsoft Windows OS Server 2003/2008/2012 Images for VMWare Templates and HPSA OS Sequences.
• Create software packages for deployment via HPSA to managed servers.
• Configured and Deployed Manage Engine Password Manage Pro Web Based Multi User Password Safe
• Configured DiskSavvy Scanning Server, to scan File Shares and NAS, to prevent disk space exhaustion.
• Configured and Deployed McAfee ePolicy Orchestrator managing 1000 Servers.
• Configured and Deployed McAfee MOVE for POC VMWare Lab hosting 100 Servers
• Created DR Process for DHCP Backup and Restore.
• Configured DNS Scavenging across corporate domain to clear stale DNS records.
• Configured and Improved AD Replication process for Corporate Domain.
• Responsible for Zenoss Monitoring Administration.
• Administer Enterprise Systems via HPSA.
• Administer Enterprise Systems via VMWare
• Create and Manage trouble ticket via SBM Manager.
• Create Documentations and Run books when necessary.
• Support/Manage Microsoft Lync Communications
• Support/Manage Share Point 2007
• Create/Write Scripts for Systems Automation using PowerShell 2.0 3.0
• Create/Write Batch Scripts for Windows Environment.
• Limited exposure to XML RPC and SOAP API.
• Manage uDeploy System for software deployment automation.
• Install and Configure Microsoft Cluster Services.
• Introduction of new platform and software via POCs
• Implement Changes to QA and Prod Environment.
• Configure and Deploy new systems from time to time.

Confidential

Systems Specialist Tier 2

• Responsible for NOC monitoring TiVoli NetCool/OMNIBus .
• Responsible for NOC monitoring WebMetrics/Nagios .
• Responsible for NOC monitoring eHealth .
• First response resolution of all production alerts and problem reports.
• Create and manage trouble tickets via Siebel.
• Problem ticket processing and queue management.
• Perform Client updates to NetXplorer.
• Provision RSA token request via Radius and ACE.
• Troubleshoot and provide escalation support within the Operations Department for network related issues and outages.
• Manage and mediate working, P1 and P2 bridges.
• Continually provide management with Incident update via Incident Management.
• Create documentation on process and procedure related to program.
• Perform Daily NGM Quality of Service Testing.
• Receive Help Desk technical calls after hour calls.
• Responsible for approving and tracking daily changes.
• Update Tasks and Documentation on NOC SharePoint Portal
• Responsible for DNS Resolver Application upgrades.

Confidential

Systems Administrator

• Creating and maintaining user accounts in Active Directory.
• Creating and maintaining user accounts in Microsoft Exchange Accounts
• Creating and maintaining user accounts in Blackberry Enterprise Server
• Receive incoming customer calls for trouble/technical support
• Granting rights and restricting permissions to users and groups.
• Installation and Troubleshooting Window XP, 2000 server interfaces.
• Ghosting, Re-Imaging Dell Laptops and Desktops.
• Mapping Network Printers and Scanners.
• Installing and supporting Windows XP and other applications.
• Performing data backup and recovery procedures.
• Maintaining and supporting user Blackberry Devices, Windows Mobile Devices, and Iphone 3G

Confidential

Network Design Engineer 3

• Responsible for NOC Network Operations Center monitoring EM7
• First response resolution of all production alerts and problem reports
• Responsible for updating daily shift report.
• Responsible for performing configuration changes to Cisco Routers and Switches
• Interaction and troubleshooting with major Telco Sprint, Quest, AT T, Verizon
• Troubleshoot and provide escalation support within the Operations Department for network related issues and outages
• Knowledgeable in IP, HP OpenView, SMARTS, Peregrine, EM7
• Receive incoming customer calls for trouble/technical support
• Create trouble tickets and service request for incoming customer calls or monitoring Peregrine
• Probe customers for valuable information in relation to trouble for accurate tickets
• Problem ticket processing and queue management
• Continually provide customer ticket status up to resolution
• Technical chat, technical call or bridge management and facilitation
• Open internal trouble tickets on hardware/software issues and assign to appropriate groups
• Act as a point of contact for resolution
• Escalates outage to other production interruptions to appropriate individuals/groups.
• Create documentation on process and procedure related to program.
• Complete tasks required to maintain service levels and availability of all site features and functions

Confidential

Technology Systems Engineer

• Creating and maintaining user accounts in Active Directory.
• Granting rights and restricting permissions to users and groups.
• Installation and Troubleshooting Window XP, 2000 server interfaces.
• Ghosting, Re-Imaging Dell Laptops and Desktops.
• Mapping Network Printers and Scanners.
• Installing and supporting Windows XP and other applications.
• Performing data backup and recovery procedures.
• Activating, configuring, and troubleshooting Blackberries, PDA, phones with Windows Mobile 5.0, 6.0 and Blackberries 7520, 7100i, 8703, 8830/8310/Pearl etc. .
• Installing and troubleshooting PC wireless air cards.
• Offsite support of network systems.
• Installing VPN software and resolving VPN connectivity issues.
• Desktop and Laptop support of hardware.
• Remote Desktop Support.

Confidential

Delinquency Control Counselor

• Analyzes, Controls, and Collects on past due accounts.
• Council members regarding their financial affairs and make recommendations.
• Making outbound calls to delinquent members via Melita Phone Frame system.
• Manual outbound calls to members whom are in risk of credit report marks.
• Using several systems to perform Skip Searching on members that have outdated contact information. FastData etc.
• Receive and Process members request for Extensions on loan and credit card payments.
• Notating and updating our Loan and Credit Card Database TSYS, CACS, CICS.
• Being able to work independently in a High Volume Call Center.

TECHNICAL SKILLS

• Hardware: Dell Latitude D Series Laptops, Dell Optiplex Series Desktops, Belkin KVM switch, Cisco router Catalyst 3550, 2950, Cisco workgroup hub 10/100, Inter-tel IP Phone systems, Plantronic, Jawbone, Bluetooth Devices. Backup devices and External storage equipment, Printers, Scanners, Fax, Copiers.
• Software: Microsoft Office Suite 2003, Windows 95,98, 2000, 2003, XP, ME NT 4.0, Server 2000/2003, Norton Antivirus, Ad-Aware SE, E-Scan, Spyware Doctor, Adobe Reader 8.0, MS Project, MS Exchange, MS Outlook. Peregrine Ticketing System, EM7 Network Monitoring, Microsoft Exchange 2003, Symantec Information Foundation, Blackberry Enterprise Server, Symantec Backup Exec, RealVNC, Teamviewer, VMWare 3.5, vClient, vSphere, McAfee Virus Scan Enterprise, Zenoss Monitoring.

SPECIAL SKILLS

Bi-Lingual: Chinese / English