SUMMARY

• I have a total of over 20 years of experience in operating, repairing and troubleshooting multiple enterprise application performance managment and network management tools.
• Experience in installing and maintaining satellite, asynchronous transfer medium (ATM), microwave, and network management communications systems.
• Effectively managed subcontractor's activities, resolve project related issues effectively and submit on time.
• Familiar with troubleshooting procedures of wide area networks (WAN).
• Knowledge of ticketing systems such as Remedy and Peregrine and ServiceNow.
• Performed installations and integrations of hardware and software test configurations parameters prior to shipment to sites.
• Managed and worked as on calls level 3support technician for Confidential, Confidential, Department of Information Systems Agency at the Pentagon (DISA), Unites States Census Bureau, United States Treasury Department, Amtrak, Confidential Insurance Financial and investments, Confidential, Sprint International, Eli Lilly, Confidential (pharmaceutical), and Confidential .
• Subject knowledge in the field of performance of conducting site surveys at customer sites for LAN/WAN communication requirements. I have supervised numerous installation teams.
• Ability to complete installations within requested deadlines in a highly pressurized and complex environment. I interface daily with clients and management personnel to assure successful installations.
• Ability to decisions that can minimize customer complaints.
• Designs or conducts analytical studies, cost - benefit analyses, or other research. Evaluate, monitor, and ensure compliance with laws, regulations, policies, standards, or procedures.
• Purchases or contracts for IT server, equipment, products, supplies, property, and other items. Develop information systems testing strategies, plans, or scenarios.
• Identify standards or requirements for infrastructure configuration or change management.
• Lead and participate in change control (for example, reviewing configuration change requests).
• Develops or implements information systems security plans and procedures.
• Ensure appropriate product-related training and documentation are developed and made available to customers.
• Ability to review business processes to re-engineer and optimize workflow, improve profitability of programs through the implementations of business approaches with the appropriate technological approach.
• Experience preparing reports, evaluating the performance of the contract, recommending and implementing corrective actions.
• Proven ability to understand, organize and lead complex projects, balance multiple priorities and objectives.
• Experienced in Information Systems that combines strategic thinking and operational effectiveness.
• Understand the needs and the goals of the organization, identifying how the “project” fits into those organizational needs.
• Ensure during the course of any project that the overall strategic goals are met.
• Known as a problem identifier and problem solver with the ability to bring teams together to analyze potential risks.
• Ensure customer buy-in with all levels of analysis, offering a variety to possibilities in problem resolution based on careful analysis.
• Anticipate obstacles and designs innovative solutions.
• Schedule work priorities and supervise professional staff through subordinate manager.
• Manage and get results from Enterprise Architects,Developers, System Administrators, DBA’s and Network Engineers to execute projects, analyze problems and maintain reliability of systems.

TECHNICAL SKILLS

• Decision Quality
• Customer Focus
• Command Skills
• Hiring and Staffing and Building Effective Teams
• Netscout nGenius; Performance Manager; Compaq Insite; Solar Winds Orion Application; Confidential APM Vantage
• Server Vantage
• Network Vantage
• Vantage View
• Client Vantage
• Advanced Web Diagnostic Server Training
• CA Service Desk; Spectrum; eHealth; Opnet / Riverbed APM and TTW; FogLight; Nagios XI; Tripwire File Integrity; iQSonar
• ServiceNow; Splunk; JIRA; HP SiteScope; Agile; AppDynamics and PRTG.

PROFESSIONAL EXPERIENCE

Confidential

Infastructure B2C Service Delivery Manager

Responsibilities:

• Provide technical support for company infrastructure, which may include networks, servers, security, storage, desktop and mobile
• Coordinate system upgrades, patch installations, and perform system administration activities including configurations
• Schedule maintenance and inspections on critical infrastructure components
• Maintain the integrity of the B2C infrastructure and manage the infrastructure’s performance and stability
• Identify opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems across all environments
• Knowledge and understanding of Confidential ’s infrastructure policies, strategies, guidelines, standards and procedures
• Follow established procedures to document, resolve and/or escalate incidents
• Coordinate, steer and support all infrastructure activities related to Infrastructure requests for change.
• Schedule and chair meetings to engage business partners and technical vendors to address any issues
• Represent B2C Infrastructure changes in Change advisory board meetings
• Act as liaison between the business and IT for infrastructure related issues.
• Track and coordinate responsiveness to key Business Units
• Work with the technical development (programming) staff to ensure questions arising from developers are answered in a timely and accurate fashion.
• Create and approve new tickets/requests/incidents in Service Now (SNOW) and obtain and evaluate all relevant information for service issues and request, according to procedures.
• Ability to work within a diverse team and communicate effectively

Confidential

Sr. Monitoring Engineer

Responsibilities:

• Maintain system uptime and performance. Actively monitor, log and respond to production application incidents.
• Help reduce the team’s average MTTR time by following ITIL Incident Management frameworks. Drive Incident and Problem ticket root cause analysis and resolutions.
• Have a clear understanding of network, database management and operating systems. Collect and document data on application performance, problems and failures.
• Communicate with Customer Care Representatives, Field Installation Technicians and Field Sales on resolving escalated technical problems and issues.
• Ensure management monitoring solution based on commercial and ad hoc software tools enabling robust event monitoring across all strategic platforms and services, databases, networks, servers and others as well as Service Level Agreement and Business Impact monitoring.
• Ensure that the monitoring system will be updated after the set-up of new platforms and/or service.
• Participate to the provisioning phase ensuring that the implementations of new systems and services are taking into account the monitoring aspects and providing to the operations the necessary documentation and procedures in order to ensure the monitoring of the service in operation.
• Maintain health of the environment by keeping the environment current with upgrades and patches and by troubleshooting and resolving issues with the associated tools.
• Participate and support troubleshooting and analysis processes in case the dimensioning services or unexpected systems behavior impact the quality of services.
• Key Technologies: monitoring, creating dashboards as non-administrator account, and troubleshooting issues using SCOM, Orion SolarWinds APM, NPM, NTM and AppDynamics monitoring tools within Production, Staging, and Development environments.

Confidential

Sr. Application Monitoring Engineer

Responsibilities:

• Engaged in all phases of Confidential agile software development lifecycle which include; gathering and analyzing Confidential Member Service Representative user/business system requirements.
• Responsible for application integration interactions of design, develop, document, test, debug of software systems, and applications.
• Consulted with internal business clients and third-party partners to refine, test, and debug programs to meet their business needs in the achievement of business and technology initiatives.
• Performed defect correction (analysis, design, code) on issues and code applications.
• Installed, customize, and integrate monitoring applications to assist with responsiveness to outages and create application system models (dashboards) for Confidential application portfolio business units/application developers.
• Configured creation within monitoring tools that perform system monitoring, daily health check, diagnostic and corrective action, and complex root cause analysis.
• Performed the role of a consultant in multiple phases assisting Confidential business units on moderately complex work assignments of application monitoring instrumentation of MSR dashboard creations and alerting that perform system monitoring.
• Responded to outages and create application system models (dashboards) for Confidential application portfolio business units/application developers using SiteScope, Splunk, AppDynamics, and Confidential internal proprietary software AHM to assist with monitoring and problem resolution.
• Created system documentation/play books and, attends requirements design and code reviews.

Confidential

Sr Application Monitoring Engineer

Responsibilities:

• Responsible for building and automating monitoring and performance management of all production environments, which includes servers, network equipment, databases and proprietary software applications with the ability to respond proactively to all fault & performance events & alerts.
• Instrumented our proprietary applications for leading indicators of issues, delivering the alerts to our Network Operations Center, and automating self-healing events as much as possible within a Agile environment.
• Ability to determine performance thresholds, key performance indicators, application event correlation, and then to raise meaningful alerts, and then devise accurate runbooks and automations is important.
• Proven track record of quickly diagnosing problems for database, application, network and system/server issues.
• Key Technologies: CA Spectrum, eHealth, Nagios XI, Opnet / Riverbed APM and TTW, Foglight, AppDynamics, Tripwire File Integrity, Splunk, iQSonar, ServiceNow, Agile, and PRTG.

Confidential

Application Monitoring Analyst

Responsibilities:

• Responsible for providing support for problem, change and work tickets for client server support operations surrounding the Tivoli Monitoring infrastructure.
• Incumbent assesses situation to determine problem facing the client. Problems are not routine or standardized and the creation of documentation explaining the solution to the problem is required.
• Responsible for implementing changes to client’s monitoring environment.
• Deploy, implement, administer and provide technical support for systems management products on Unix, and Intel platforms.
• Experience in support and deployment with any Systems Management products, such as Tivoli (DM, ITM, TEC, Framework), HP OpenView, Confidential Gomez/Vantage and various other systems management products.
• Adherence to system management procedures processes during testing, implementation and rollout of Systems Management/ Event Management tools.
• Provide regular project/task status updates to the team, team lead and EAD Manager as required.
• Escalate problems as per team guidelines to Team Leader and/or manager.
• Provide 24x7 after hours on call support as required for products supported by the team.
• Maintain detailed knowledge and currency of Tivoli Systems management product set functionality.
• Maintain detailed knowledge and currency of other Systems Management products and toolsets as supported and used by the deployment team.
• Created and edit Framework and ITM6 user accounts. Create and manage Framework and ITM6 user groups. Create and manage TEC and Omnibus consoles.
• Prepared process documentation during KT. Cross train pool members on routine tasks and problem diagnosis using Agile and Lean methodology.
• Created and manage problem and change tickets in ISM and native ticket systems.
• Designed and create custom ITM6 TEPS workspaces event automation.
• Designed and prepare reports for management and clients. Manage and anticipate changes in capacity requirements.
• Prepared cost estimates for new work and changes to existing work.
• Developed new software packages for distributions.
• Deployed create maintain configure and resolve Framework and ITM6 agents and their issues. Escalate product problems via official product support line (Tivoli Brand).

Confidential

Information Technology Specialists

Responsibilities:

• Perform systems administration and customer support work to support IRS Modernization And Information Technology Services (Mits) Division Middle Ware Branch architecture and business needs.
• A senior member of Middleware's technical evaluation criteria board procurement team which selected a prime vendor provides input regarding the (SOW) statement of work for existing 20-million-dollar contract provide.
• Involved with planning, coordinating, installation, testing, operation, troubleshooting, and maintenance of hardware and software on servers and desktop systems.
• My work involves difficult and complex problems in the management of systems resources including performance, capacity, availability, serviceability, and recoverability as well as technical support for customers who need advice, assistance, and training in applying hardware and software systems.
• Supportd implementation and maintenance of network and system services; monitor network and system performance; and troubleshoot problems as they arise.
• Conducted integrated analysis of multiple audit logs (e.g. firewall, Web server).
• Participated in design, development, acceptance testing, and implementation of software programs and/or computer equipment.
• Tested and debug programs according to detailed requirements. Install, test, and configure network workstations and peripherals; and instruct customers in logging on and accessing network services. In development test environment before being deployed to production.
• Maintained database operations, assist in returning disrupted database systems to normal operations via (SRT) service restoration team conference calls; and create reports and manipulate data in response to customer requirements.
• Prepared and maintain documentation outlining equipment operations and preventative maintenance. Analyze complete documentation on the up time and reliability of systems to provide necessary information for contract enforcement.
• Provided advice and assistance concerning computer software and/or equipment specifications for the utilization and acquisition, resolve issues involving conflicting requirements.
• Assist and/or lead local projects, prepare and present findings, or recommend action involving the analysis of complex problems related to equipment and/or software utilization and acquisition.
• Demonstrated the ability to analyze a number of alternative approaches in the process of advising management concerning major aspects of ADP system design, such as what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project when asked.

Confidential

IT Specialist GS

Responsibilities:

• Managed an IT Help desk that provides first, second, and third tier customer relationship building and problem resolution management.
• Managed, planning, and delivery of customer support services that consists of installation, configuration, troubleshooting, customer assistance, and/or training, in response to Census Bureau Decennial Operations Technical help desk customer requirements.
• Technical authority and lead specialist with responsibility to ensure effective, economical, advance technical management of customer networking requirements for assigned systems and applications.
• Projects managed directed, or otherwise undertaken are large-scale in scope with technical authority over a wide range of systems and applications.
• Apply mastery level of IT networking principles, concepts, methods, and practices in assigned specialty area.
• Develops, interprets, plans and applies policy, process, procedure and strategy in the delivery of multi-discipline IT networking services required to achieve data and system.
• Assign and manage the work load of shift personnel, as well as escalate resource constraints to management.
• Oversee day-to-day NOC operations, escalations, ticketing and communications with all customers.
• Establishes shift schedules to ensure proper coverage of NOC operations.
• Ensure that the NOC goes beyond what is required as defined by Service Level Agreements.
• Continuously improve and develop systems to proactively monitor the infrastructure and applications managed.
• Responsible for managing all enterprise monitoring, scheduling, alerting and escalation and automation tools
• Hires, trains, mentors and develops personnel
• Coordinates efforts to identify root cause and recommend solutions.
• Identifies areas for process and efficiency improvement within the Data Center and Enterprise; recommend prioritized enhancements and oversee implementation.
• Ensures that systemic issues have appropriate resolution paths.
• Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues.
• Develops dashboards and reports to assist operations personnel with identifying, troubleshooting and resolving problem areas.
• Work alongside and ensure mentoring of NOC personnel is occurring to ensure all staff is acquiring the necessary skill sets to perform their job functions and meet departmental and individual goals.
• Participate in process development with partners and Service Providers.

Confidential

Application Engineer

Responsibilities:

• Tracked agent installations and task creations to trigger threshold alert on Amtrak server infrastructure.
• Configured and deployed thin clients to Amtrak key locations and enduser transactions.
• Configured and maintained reports of Amtrak application traffic (Protocols, Ports, etc. application transaction configuration of Amtrak application’s transactions that use the VAS and AWDS.
• Created reports and daily maintenance on the Amtrak application group along with security and application folder creation.
• Created and maintained VantageView canned and custom reports that included trace captures, application data analysis, Enterprise Dashboard activity, client transaction, network and server information
• Application Vantage, Server Vantage, Network Vantage, Vantage View, Client Vantage, Test Partner, Vantage Analyst Server, Advanced Web Diagnostic Server.

Confidential

Applications Administrator

Responsibilities:

• Worked with the Development team to create new and update existing client systems and applications for event notification to the Site Operations Center (NOC) OpenView console.
• Installed and configured the Web Transaction Recorder for HTTP.
• Used advanced options to make script changes requiring additional information to run smoothly.
• Downloaded, installed and configured Load Runner Virtual User Generator to develop mainframe application scripts that used C++ and monitored in OVIS.
• Used Probe Builder to generate scripts on Java based applications.
• Troubleshoted previously recorded scripts that cause alarming in OVO. These problems can be due to changes on the web page and in the application.
• Installed and configured OVIS custom probes for availability and response time. These run in the field to simulate end user experiences.
• Used OVO to monitor end user applications that check for status and monitor alarms.

Sr. Proactive Engineer

Confidential

Responsibilities:

• Troubleshooted and running reports for the CA eHealth server monitoring system.
• Made recommendations for threshold levels based on reports that gathered SystemEdge 4.x SNMP metrics for UNIX and Intel servers.
• Supported daytoday service monitoring incidents and received, verified, routed and escalated incident tickets per SLAs and SOWs.
• Utilized UNIX scripting knowledge, as well as user training for Peregrine ServiceCenter. Received training in the ITIL Service Delivery and Service Support processes including ServiceDesk, Incident, and Change and Configuration Service Level Management.

Confidential

Lead Analyst

Responsibilities:

• Directed the activities of five personnel for system, network, and data administration functions at the Defense Information Systems Agency (DISA) classified IP based network.
• Maintained support of standard joint unique application software residing on Solaris based servers and workstations.
• Ensured NIPRNET/SIPERNET and the highly secure IP network gateways are robust.
• Performed personnel management duties and responsibilities including supervision of sections of computer specialists for testing and maintenance of WAN IP network management for local and remote clients.
• Responsible for supporting licenses installed on all DISA local servers for Solaris and Windows based operating systems.
• Utilized standard Defense Information Infrastructure (DII) Common Operating Environment (COE) security software such as Norton Antivirus, Gauntlet and Real Secure network management software such as HP OpenView 6.0 NNM, WhatsUPGold, CISCO Works and Concord EHealth within a Windows NT and Solaris platform.
• Proficient with help desk and web software such as Remedy and Web Hoc Query.
• Worked with network devices including CISCO routers, switches, and hubs. Knowledge of Solaris and Windows 2000 in system and user administration.
• Monitored daily operations of the Secret Internet Protocol Router Network (SIPRNET).
• Managed and assisted network managers and various commercial vendors with troubleshooting procedures for the prompt restoration of the networks.
• Key Technologies: HP OpenViewNNM (Network Node Manager), Netscout, CA eHealth, SIPERNET, NIPERNET, PUSH Key Network, Unix, Windows XP.

Confidential

Senior Network Analyst

Responsibilities:

• Used Concord Nethealth and HP OpenView on a daily basis to discover, monitor, perform maintenance, and analyze client servers, routers and circuits (including Secret and Top-Secret environments).
• Maintained reliability /accessibility of a Solaris and Windows NT network at all times.
• Monitored and reviewed performance analyst’s reports on the network and application’s servers, as well as the server partitions, and LAN/WAN circuits.
• Installed and used Network Server Tools such as HP OpenView NNM 6.0, WhatsUPGold, Empire System Edge (SNMP agent), Concord Network Server Health 4.1 to 4.8 Solaris 2.X, Worldview WVSS Netscape 4.0, and Remedy Trouble ticketing system.
• Performed as the central point of contact for operational and provisioning aspects when needs are beyond capabilities of customers.
• Provided real time management and control of the Defense Information Infrastructure.
• Supported worldwide command, control and communications mission requirements for the Global Command Center, Joint Staff, the National Imagery and Mapping Agency, Unified Commands and Services.
• Managed and assisted network managers with troubleshooting procedures for the prompt restoration of networks and special interest systems.
• Monitored, reported, and supported worldwide classified and unclassified networks to include satellite, video teleconferencing, message, and voice and data communications network.
• Key Technologies: HP OpenView OVO (OpenView Operations), NNM (Network Node Manager), OVIS (OpenView Internet Service), Netscout, CA eHealth, Unix, Windows XP.

Confidential

Analyst

Responsibilities:

• Scheduled and monitored Visa Net members upgrading software for the year two thousand.
• Periodically coordinated early support and pilot implementations of new technology.
• Performed Certification Analyst duties including being accountable for VIP Credit, Clearing and Settlement testing.
• Lead for certification issue escalations and resolutions to ensure customer satisfaction.
• Responsible for enhancement testing coordination for assigned end points and ensured customer needs were met.
• Key Technologies: Project Management.

Confidential

Analyst

Responsibilities:

• Maintained service on equipment that is, microwave and digital systems ranging from DS0DS3 level.
• Worked with digital and analog low and high rate multiplexors, modems, cryptographic equipment, fiber optic satellite, HF/VHF/UHF/and SHF radio sets and systems.
• Provide technical assistance to various installation teams and commercial contractors when required.
• Supervised and operated communication patching panels to establish interconnection between communication facilities.
• Terminated and patched circuits in accordance with patching orders.
• Key Technologies: HP OpenView NNM Network Node Manager, Unix.