OBJECTIVE:

• To obtain a Full time position, where I may utilize my al and professional experience; positively contributing to your organization.

TECHNICAL SKILLS:

IT SKILLS: VMWare Administration (Manage and maintain Virtual farms and Servers/Workstations within it) Kiwi Syslog Installation and Management (Detected security & Network alerts, errors, debugs, etc) Solarwinds Installation and Management (Network monitoring and Topology support) UCS Blade Management (Configure and Prep blade for Server use) Netapp Storage Administration (Manage Data Ontapp software - 7 Mode, Disk Replacement, Shelf add, administer HA/Failover & Giveback/ETC) Server Repair and modification (Build and repair company servers) Minor Cabling experience (Make and test RJ-45, RJ-11) Install Cisco Equipment (Routers, Switches, Access Points, ASA firewalls) Trouble shoot Cisco equipment (Voice Gateways, Routers, Catalyst & Nexus Switches, Access Points, ASA firewalls) Ruckus Wireless (Configure and troubleshoot Wireless controllers and AP s)

PROFESSIONAL EXPERIENCE:

Confidential - Atlanta, GA

Jr. Voice Network admin

Responsibilities:

• Responsible for maintaining the ICM servers and CUCM clusters
• Responsible for maintaining call scripts for ICM
• Troubleshooting end user VOIP application issue’s (Incontact, Cisco IP Communicator, etc)
• Responsible for decommissioning PRI circuits & deploying SIP trunking
• Responsible for troubleshooting MPLS, PRI, T1, and SONET circuit issue’s
• Configuring new locations in Call Manager
• New user phone setup
• VPN phone setup
• Opening cisco TAC cases
• Responsible for locating and remediating network, server, and application issues using tools such as Solarwinds NPM/APM/VNMQ/IPAM/NTA/NETFLOW/SYSLOG, Netcool, Wireshark, PRTG, Splunk, Cisco live action, etc
• Responsible for creating and maintaining a Visio network topology & flow chart for the voice network

Confidential - Atlanta, GA

Cisco Network admin

Responsibilities:

• Responsible for troubleshooting network related issue’s
• Maintaining Network configuration database and equipment backups
• Responsible for global Network operations team on how to become first level resolution tier
• Responsible for making layers 2/3 network changes
• Responsible for new office network design and implementations (includes deploying configurations such as IGP’s, VLAN’s, device security,etc )
• Responsible for F5 load balancer changes and maintenances
• Opening cisco TAC cases
• Responsible for maintaining VPN s
• Responsible for locating and remediating network, server, and application issues using tools such as Solarwinds NPM/APM/VNMQ/IPAM/NTA/NETFLOW, Netcool, Wireshark, PRTG, Splunk, Cisco live action, etc
• Responsible for creating and maintaining a Visio network topology & flow chart for the data network
• Responsible for maintaining monitoring tools

Confidential - Atlanta, GA

Network Ops System Admin

Responsibilities:

• Responsible for maintaining the appropriate amount of storage space for VM’s, LUNS, Volumes, and Aggregates
• Responsible for managing Shares - CIFS or NFS on the Netapp appliance
• Responsible for keeping up with NSupdates and PTR records for servers within the Cox domain
• Perform subnet changes including IP Add, Deletes, and moves
• Perform Bundle group renames on the Linux DHCP servers
• Manage the Virtual Servers including maintaining the latest updates and patches
• Manage all aspects that include: service analysis, proactive monitoring & trend analysis, diagnosing and correlating network issues, identification of root cause, development of resolution strategies, and treatment of reactive alerts and escalations.
• Monitor internal network for security threats and vulnerabilities
• Monitoring for Network and System outages using Solarwinds, Netcool, Fixstream, etc
• Provide Lead Incident Command at the enterprise level for Outages and Degradations
• Create detailed reports to include thetimeline and specificsof outages
• Responsible for oversight and assurance of Change Management activities.
• Responsible for network changes including Cisco switch port configuration changes, New switch installs, router replacements, circuit failover’s, and AP & Controller changes.
• Maintain detailed network and configuration documentation, and topologies

Confidential - Atlanta, GA

Cisco Network Engineer

Responsibilities:

• Install/Configure/Troubleshoot Cisco Access/Core/Distribution switches
• Troubleshoot and configure Cisco Routers including expanding/changing subnet ranges
• Troubleshoot Cisco Wireless Controller and AP 2600 series issue’s
• Install/Configure/Troubleshoot Cisco WAAS appliance
• Configure Cisco Virtual Blades & ACNS
• Manage andTroubleshoot IPAM related issues
• Create and own Vendor tickets
• Create network related change tickets to present for approval
• Support field technicians withnew or replacementequipment installs
• Monitor networks devices using tools such asHPOpenview,Netcool,andSolarwinds,

Confidential -Atlanta, GA

System/Network Engineer

Responsibilities:

• NetApp Storage and Data Management SME
• Orion Solarwinds NPM and APM SME
• Virtual and Physical server manager (Vsphere, ESX, ESXi,etc)
• SAN and NAS Administrator (Exagrid, Iron mountain,etc)
• Troubleshooting and repair and software and/or Hardware related server issues
• Responsible for maintaining over 100 blades via Dell poweredge m1000e
• Manage F5 load balancers
• Backup and Data Recovery administrator (Veeam, Cloud services, Azure)
• Create and maintain Windows 7 images for laptop configured within the network
• Responsible for pushing images, advertisements, software updates, etc to the enterprise via SCCM 2007.
• Responsible for Network administration including creating vlan’s, adding new subnets, and VPN tunnels for new offices from the DC.
• Responsible for documentation of all changes surrounding Datacenter equipment
• Create new users accounts and manage existing user accounts in the Exchange 2010 and 2007 enterprise environments.
• Create new user Active Directory accounts
• Build and configure physical and Virtual Windows Servers including Windows XP, 2000, 2003, 2008 Server, Esx, ESXi, etc.
• Provide assistance with troubleshooting Circuits
• Distribute New Software and Server update data
• Setting Group policies and sending updates via WSUS.
• Monitor Networks LAN/WAN/ISP
• Update firmware on Network devices
• Administration / Troubleshooting Cisco switches/routers/firewalls, etc
• Imaging Laptops for users
• Tier 2 & 3 Support
• Document changes to Network
• Follow procedures for handling Network problems
• Opening and Resolving Remedy tickets

Confidential -Atlanta, GA

NTOC Service Assurance Analyst (Contract)

Responsibilities:

• Provide Tier III Service Assurance with the ability to work shifts in 24X7X365 environment.
• Orion Solarwinds NPM and APM SME
• Manage all aspects that include: service analysis, proactive monitoring & trend analysis, diagnosing and correlating network issues, identification of root cause, development of resolution strategies, and treatment of reactive alerts and escalations.
• Ownership of Service Quality Management to include: monitoring service quality, creating service performance degradation reports, analyzing & manage service quality, make recommendations to improve service quality, closing service performance degradation reports, and report service quality performance.
• Understands complex data analytics and interprets available data to track and identify significant trends negatively impacting network performance affecting services, prepares conclusions and recommends remedies based on analysis to management.
• Ownership of Service Problem Handling to include: Upon notification of Tier III service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyze service problem making recommendations & improvements for future enhancements.
• Lead Incident Command at the enterprise level. Based on criticality of incident or impact of event, exercises discretion to mobilize fix team (Tier IV, Vendor, System, etc.) and execute communications (SBONS, Executive Bridge, etc.).
• Create detailed reports to include the examination & analysis of outages to be used in after-action reviews and analysis of the issue/incident to minimize repeated outages and improve network reliability.
• Responsible for oversight and assurance of Change Management activities.
• Assurance of new product development implementation into Operations.
• Provide knowledge and subject matter expertise to the Systems/SOCs and Atlanta stakeholders.
• Identify knowledge gaps and recommends remediation in areas that are key to improving NOC & SOC Tier III effectiveness.
• Define and document methods & procedures for the Tier III team. Maintain detailed network and configuration documentation.
• Help define and qualify monitoring and diagnostic tools.
• Monitor all necessary components of the NOC including key applications, facilities and infrastructure.
• Initiate and execute routines and audits to analyze results and develop actions plans to proactively address discrepancies.

Confidential -Atlanta GA

NOC Engineer

Responsibilities:

• Orion Solarwinds NPM and APM SME (Install, Configure, maintain, and monitor)
• Orion IP address tracker and Storage Manager (Install, Configure, maintain, and monitor)
• Install, configure, and troubleshoot Polycom Video Conference systems - HDX 8000 series, VSX 7000 series and 6000 series
• Responsible for adding, Changing, and deleting users to the Call manager system this includes creating translation routes, voicemail accounts, phone setup and conference calling accounts.
• Create new users accounts and manage existing user accounts in the Exchange 2010 and 2007 enterprise environments.
• Create new user Active Directory accounts
• Build and configure physical and Virtual Windows Servers including Windows XP, 2000, 2003, 2008 Server, Esx, ESXi, Barracuda, etc.
• Provide assistance with troubleshooting Circuits
• Distribute New Software and Server update data
• Monitor Networks LAN/WAN/ISP
• Update firmware on Network devices
• Administration / Troubleshooting Cisco switches/routers/firewalls, etc
• Imaging Laptops for users
• Tier 2 & 3 Support
• Document changes to Network
• Follow procedures for handling Network problems
• Opening and Resolving Remedy tickets

Confidential -Atlanta GA

Joint Operations Center Analyst (Contract)

Responsibilities:

• Manage and support Cisco Intelligent Call Manager
• Responsible for agent changes related to the voice enterprise
• Provide support for Cisco and AVAYA IP phone users
• Coordinate with vendors for system maintenance on enterprise platforms
• Provide daily status reports and ticket updates
• Provide Windows 2000, 2003, and 2008R2 Server software, hardware and application support
• Assist in the daily ongoing support for the for the resolution of issues
• Support the Enterprise Telephone Database with retrieval and troubleshooting Verizon IP toll free scheduled and ad-hoc data reports.
• Work closely with Routing Team to research and resolve real-time problems in the call center enterprise.
• Ensure or understand the importance of allocation in staffing requirements appropriately and accurately to each call center location and function.
• Responsible for troubleshooting applications that include Automated Call Distributors, Workforce Management systems, contact recording systems and ITAMS.

Confidential -Alpharetta GA

Level III - Support technician (Contract)

Responsibilities:

• Contacted field installers, clients or site representatives regarding hardware configuration readiness.
• Responsible for Configuring and/or certifying that the solution of hardware and software are functioning as designed, that devices route properly, and that credit/gift cards are loaded properly for each site.
• Prepared sites for activation and complete pre - live to live switch including handoff to Help Desk.
• Troubleshot, diagnosed, and repaired first level through third level desktop workstations, Windows servers, POS systems, printers and peripheral devices.
• Proficiently troubleshot simple and advanced network setups
• Served as escalation point for the deployment team
• Troubleshot escalated issues and Open cases/requests
• Installed and configured Windows O/S environments (XP, Vista Business) and associated business software
• Implement other technical resolutions as business needs dictate.
• Accurately record the pertinent details of client reported problems as required in the case management process.
• Take ownership for resolving client support issues from case logging, through management of escalation and resolution

Confidential - Mt. Laurel NJ

Network Operations Center technician

Responsibilities:

• Monitored multiple bank branches network connectivity using various applications such as Stat seeker, netdb, Sitescope, Orion solarwinds, etc.
• Monitored multiple bank servers and alerts using Lotus notes
• Responsible for tracing and obtaining IP addresses which were hitting ports that posed a possible threat to bank branches.
• Responsible for blocking possible security threats from attempting to continuously attack the firewalls.
• Rebooted and maintained Domino s servers.
• Executed bank backup s
• Swapped out Octel tapes and prepared new pickup for Storage company
• Troubleshot switches, Router s, ATM s, DSL modem s, PIX firewalls, etc
• Opened and assigned necessary tickets to circuit providers using Web

Confidential - Ardmore PA

Network Operations Center technician

Responsibilities:

• Trouble shot internet and cable connection using Webmin, DHCP Servers, Minerva Networks, Solarwinds, Tivoli, etc.
• Installation, Configurations, and up keep of the Orion Solarwinds Server and Data
• Trouble shot and configured Cisco and Netgear Routers, switches and AP s.
• Assigned VLAN s and policies to switch ports
• Provisioned Motorola, Wave Optics, Calix, and Alcatel - Lucent Optical Network Terminals.
• Monitored and performed non-intrusive testing on T1 Circuits.
• Troubleshot and Configured VOIP phone servers using the Metaswitch, ATA s, ONT s, SBC, MTA s, HXMS, Imperix, etc.
• Provisioned and assigned cable modems to the DHCP server.
• Ensured quality customer care that included: working with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct, and coordinating with other departments to resolve issues.
• Ensured that work/escalated issues were addressed
• Developed and/or implemented appropriate methods, practices, policies, procedures and change processes keeping employees informed of changes. May include preparation of administrative and statistical reports.
• Performed other duties as required

Confidential - Wilmington DE

Technical Solutions Consultant (Contract)

Responsibilities:

• Incident Management - Utilizing enterprise standard incident management processes to manage web-impacting issue to a mitigating action or resolution.
• Run book creation and evergreen process of tier 1 & tier 2 documentation.
• Support of some Interim Break Fix (IBF) deployments while assisting other Technical Service Center members in proper incident scoping and escalations
• Perform data analysis to identify risk to the web channel environment and to minimize or prevent web-impacting incidents.
• Providing technical support for external facing websites and Applications
• Meeting client set SLA s (Service Level Agreements) / OLA s (Operational Level Agreements)
• Management of users across Intel, UNIX, etc applications.
• Monitoring and troubleshooting infrastructure
• Creating and maintaining technical documentation, and of new operations personnel

Confidential - Philadelphia PA

Solutions Analyst (Contract)

Responsibilities:

• Setup and Configure wireless notebooks
• Setup and Configure I - phones
• Setup wireless networks via Mobile Me
• Troubleshoot wireless devices (Cell Phones, PDA s, Laptop s, etc)
• Horizon software International - Duluth GASystem Engineer III (Contract)
• Implementation of Small ERP Proprietary Application for Medium Size Projects
• Leads and directs the work of others
• Responsible for the coordination and completion of project
• Monitors deadlines, responsibilities, and summarizes progress of project
• Prepares reports for upper management regarding status of project.
• Troubleshoot issues related to network/WiFi hardware and software using a remote service.
• Troubleshoot wireless connections on Kiosh and POS machines.
• Troubleshoot server issues and provide escalation to systems support.
• Enter detail documentation of problem, track, and following up on escalated tickets.

Confidential - Marietta GA

Tier II Support Analyst

Responsibilities:

• Overall SLA performance, queue management, guest escalations, status reporting, resource technical screening & recommendations, technical mentoring and leadership to team, ongoing process. documentation and updates, parts and warranty process management
• Troubleshoot issues related to network/WiFi hardware and software utilizing all on - line resources/tools to diagnose customer issue for resolution.
• Troubleshoot wireless connections on laptops.
• Troubleshoot server issues and provide escalation to systems support.
• Enter detail documentation of problem, track, and following up on escalated tickets.
• Troubleshoot complex network configuration issues using basic tools such as PING, Trace route, etc.
• Keep aware of possible trends which develop and report these findings to their supervisor for tracking.
• Staying current with email notification regarding network issues.
• Monitor sites via web-based monitoring software.

Confidential - Alpharetta GA

High speed internet tier II Lead

Responsibilities:

• Trouble shot internet and cable connection using Remedy/CSG/DPET/SVP
• Effectively provisioned cable modems
• Assisted the tier I agents with irate customers while occupying a leadership position
• Coach and monitored performance of employees to establish goals and objectives through teamwork practices and programs.
• Managed both qualitative and quantitative performance.
• Ensured quality customer care that included: working with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct, and coordinating with other departments to resolve issues.
• Ensured that work/escalated issues were addressed
• Developed and/or implemented appropriate methods, practices, policies, procedures and change processes keeping employees informed of changes. May include preparation of administrative and statistical reports.
• Performed other duties as required

Confidential

Lab Assistant

Responsibilities:

• Assisted instructors with maintaining multiple servers
• Assisted instructors with the setup and configuration of Cisco routers and VPN firewalls
• Helped instructors setup WAP s in a classroom environment to test built in Wireless connections.