OVERVIEW OF QUALIFICATIONS

• 14 years experience in the IT industry
• Excellent troubleshooting and technical support abilities
• Reliable SEV1 diagnosis and resolution 24/7/365
• Experienced in Enterprise level support
• Trained in multi-protocol ISP networks
• Accomplished verbal and written communication skills

NETWORKING:

• Switching technologies RSTP, PVSTP, Etherchannel
• Routing technologies OSPF multi-area , EIGRP Single AS , NAT/PAT
• VLAN Management
• Security SSH, ACL's, port security
• WAN technologies PPP, Frame Relay PVC's

OPERATING SYSTEMS:

• Cisco IOS
• Windows Server 2000, 2003, 2008 Datacenter and Enterprise Editions R2 PDC's with Active Directory and Terminal Server roles
• MS Windows XP, 7

SOFTWARE:

• Solarwinds
• Cyan Blue Planet
• NetFlow
• Calix CMS
• MS Office
• SCOM

EMPLOYMENT HISTORY

Confidential

Network Operations Technician

• Monitor network infrastructure and respond to incoming alerts.
• Respond to and initiate SEV1 event procedures.
• Troubleshoot layer2/layer3 routing issues VLAN assignments, speed/duplex negotiations .
• Coordinate and track scheduled maintenance events.
• Troubleshoot T1, DS1, fiber connectivity issues.
• Maintain and update topology documentation and IP address space assignments.
• Customer, vendor, and carrier follow ups RFO's, RCA's .

Confidential

Network Operations Technician

• Monitored network infrastructure and respond to incoming alerts.
• Assisted in weekend patching cycles, reporting on status and verifying completion.
• Worked with 3rd party venders requiring access to internal systems.
• Performed vDNS changes and creations.
• Performed backup audits and assist with library preparedness.
• Performed runbook procedures addressing a wide variety of hardware/software issues i.e. services restart, mail routing testing, SQL locked process diagnosis.
• Documented procedural changes, oncall support deviations, and critical internal communications.
• Prepared shift summaries of activities.

Confidential

Intel Systems Administrator

• Performed OS installations in the lab, including any additional Server Roles, then transported system s to the data center and racked them.
• Interfaced with networking team and obtained the proper cabling i.e. fiber, copper, cable lengths, cable categories and completed all necessary connections including power and KVM utilizing proper wire management practices.
• Installed and configured back up solution i.e. Tivoli Storage Manager and registered systems with the back up team.
• Participated in regularly scheduled and surprise security audits, providing the auditors with all requested information on system and user security settings.
• Created virtual images on the xSeries 3850 Enterprise server hardware using VMware vSphere 5.0 ESXi .
• Managed VMs using VMware vCenter, responding to performance and connectivity alerts from the Tivoli Ops team.
• Registered systems in the global Asset Management database, including all hardware, software, location, security level specifications.
• Participated in weekly 24/7 oncall rotation, responding to all SEV1 issues reported by the Help Desk team. Engaged, depending on issue, the necessary support group s i.e. network, storage, software developers, vendors, back ups etc. .
• Completed monthly OS patching, as required, taking into account the criticality level of the patches, testing the environment after installation.
• Installed and configured system performance monitoring solutions i.e. IBM Server Resource Manage Monitoring and registered systems with the ITM team.
• Installed and configured license compliance solutions i.e. Tivoli License Compliance Manager .
• Addressed and resolved all hardware related failures reported by the monitoring tools or the data center personnel. Verified warranty information and ordered replacement parts when required. Performed hardware change outs within the agreed upon outage time s .
• Contributed to the management and accuracy of all support documentation.
• Received daily backup status reports and addressed all failed backups to resolution.

Confidential

Network Operations Technician

• Performed hardware configurations including installation rack stack , cabling, initial system checks and labeling.
• Monitored all customer environments and system alarm conditions from the centralized Network Operations Center NOC .
• Provided SLA level response to all critical system alerts, troubleshooting events and engaging the appropriate teams to ensure expeditious resolution.
• Responded to all customer inquiries phone/emails/web mail .
• Monitored all alarm conditions following severity level procedures.
• Monitored all customer environments utilizing online tools and systems such as Solarwinds and MS Systems Center Ops Manager.
• Monitored facility infrastructure systems including generators, UPS systems, ATS/STS units, PDU units, chillers, air handling units and CRAC units.
• Performed daily remote hands requests including tape swaps, DNS changes, and RFC requests.
• Generateed weekly customer web statistic and network reports.
• Monitored customer backups via Commvault QiNetix and Veritas NetBackup.

Confidential

Technical Support Specialist

• Desktop client 98, XP, Vista Build :
• Configured HDD partitions per build requirements.
• Performed setup and transferred image to imaging server.
• Loaded imaging client on all participating clients in the classroom and loaded OS via imaging server to clients simultaneously.
• Renamed each client and configured DHCP services to obtain IP addresses from DHCP server.
• Installed printers and plotters and tested connectivity to printing devices
• Desktop client 98, XP, Vista Support :
• Fielded help desk tickets for user reported issues and assigned priority levels to all incidents.
• Performed troubleshooting, diagnostics, and repairs on user reported issues.
• Managed local computer policies using Group Policy Editor.
• Performed password resets on locked out accounts in accordance with security guidelines.
• Diagnosed and resolved performance issues including high CPU usage, memory leaks, process hangs, slow startup and slow logon.
• Performed routine Windows Updates and security patch installations.