PROFESSIONAL SUMMARY

• Resourceful, detail and service oriented, professional team player, with strong technical, analytical and supervisory skills
• Interface effectively at all levels within departments of an organization
• Experienced managing vendor relationships and contracts
• Demonstrate an appropriate blend of technical, organizational and interpersonal skills
• General administration knowledge on various UNIX platform environments in patching, upgrading, configuration, tuning, installing system - wide software and interacting with application administrators and end-users, as well as in Citrix Xen, VMware virtual client environments
• Experienced as an analyst in infrastructure/client

PROFESSIONAL EXPERIENCE

Confidential,Rochester, NY

Systems Integration Test Engineer

Responsibilities:

• Hands on testing and validation of SIP VOIP services
• Perform detailed analysis of test results and update test cases accordingly
• Analyze and report test results for applications’ web UI and UNIX operating system
• Evaluate the existing network architecture and new technologies revolving around VoIP solutions and institute standard configurations processes
• Narrow down problems to component module based on detailed analysis of test runs
• Test and maintain VoIP, Conferencing (SIP, H323), RTP/RTSP and some client applications (mobile, web)
• Manual and Automation testing for VoIP-SIP-RTP /audio-codec / media / telecom/DSP using tools: Wireshark, SIPp, Hammer, WinSIP, TCP-Replay, TCPdump and follow best QA practices

Confidential,Rochester, NY

UNIX Systems Administrator

Responsibilities:

• Performed installations, upgrades, security patches and maintain them in accordance with established IT policies and procedures
• Monitored systems to achieve optimum performance levels and availability making recommendations when necessary to meet the expected demands
• Ensured workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
• Promoted and maintained up-to-date documentation for standard operating procedures that defined the operability of the infrastructure and ensured it was centralized for easy reference
• Responsible for overseeing the creation, modification, and deletion of user accounts
• Engaged in network troubleshooting to isolate and diagnose common network problems
• Supported software engineers and DBA teams to ensure application software installations performed correctly and all current maintenance levels had been applied.

Confidential, NY

Enterprise Operations Systems Administrator

Responsibilities:

• Adhering to ITSM / ITIL best practices for change management, problem management and request fulfillment
• Ensuring maximum possible service availability and performance of systems and applications
• Assess faults, prioritize, respond and escalate accordingly for backend customer applications, infrastructure, and operations
• Monitoring and management of escalation processes to ensure efficient, timely, high quality support is provided in response to any inquiry or problem received
• Maintaining oversight of data integrity for all process flows, logging problems and performing tasks effectively to troubleshoot issues
• Executing ad-hoc SAP batch job scheduling and completion monitoring
• System monitoring, problem logging, and performing tasks effectively to troubleshoot issues
• Ensuring operational tasks such as daily inline and offline backups and scheduled jobs run as expected
• Running reports, tracking escalations and other key performance indicators
• Responsible for all server and network related support issues, ensuring support issues are resolved within the SLA and to the satisfaction of the customer
• Proactively working to define and maintain documentation of systems, networks, vendor information, policies and procedures
• Ability to always maintain customer focus in the midst of difficult circumstances
• Built and developed proactive and cooperative relationships with internal/external technical staff and Service Delivery Managers

Confidential, Rochester, NY

UNIX Systems Administrator

Responsibilities:

• Provided day-to-day role in managing data and hardware supporting environments. Ensured identical server configurations and conformance to WWIS standards
• Applied a methodical/analytical approach to diagnosing, troubleshooting and resolving server problems
• Responsible for the creation and maintenance of ‘standard’ site/server documentation for Business/Disaster Recovery purposes
• Monitored and automated daily activities using tools and techniques (e.g. scripts)
• Tested technical solutions and server infrastructures that met business needs/requirements, and that were aligned with department standards. Defined and documented operating procedures.
• Created technical documentation as required to ensure well defined processes
• Effectively utilized Problem/Change Management and Service/Help Desk process and procedures
• Responsibilities included recommending and implementing security fixes/upgrades
• Tactical delivery of medical software installation and on-site service support for Strong Memorial, Rochester General and Unity Hospitals. Collaborated with onsite operations management to investigate, identify and prepare proposals to solve operational problems and ensure timely and complete capture of DICOM digital image data into the PACS system as well as network transmission, RIS validation.
• Responsible for day-to-day operation of PACS equipment including image workflow, archiving, autorouting, and prefetching and other related activities. Troubleshooting hardware issues and obtain support from vendors according to service plans
• Maintained daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Effectively communicated application functionality to internal and external customers

Confidential Rochester, NY

UNIX Systems Administrator

Responsibilities:

• Provided technical assistance to IT support staff including, but not limited to DBAs, Network Engineers, Application Developers, Middleware Engineers, other System Administrators, Project Managers, Change Managers, and Business Development staff
• Served as a technical resource in the design, architecture, and deployment of new systems to keep the UNIX Server environment stable and interruptions to a minimum in standalone and multi-tiered environments
• Installed and configured web servers, applications, mail, and printer resources on UNIX platforms
• Provided primary response or directed problem to appropriate technical support. Required knowledge of staff members’ expertise in Technical Support and Software Support departments.
• Performed/coordinated Security assessments of servers and recommended and implemented security fixes/upgrades
• Proposed and performed network terminal installations for additional remote connectivity to servers
• Worked with departments and vendors to advice on equipment, software and application purchase
• Chosen to travel to Plano, TX to coordinate transition of all UNIX servers to Rochester after a company relocation
• Demonstrated ability to set priorities, always met timelines for new server implementations and application installations

Network Operations Systems Support Supervisor

Confidential

Responsibilities:

• Defined processes and procedures for escalation, ticket monitoring, maintenance windows, OS & application upgrades within internal groups. Participated in new product management meetings to provide input with regards to the union role, platform support, and additional resources
• Ensured new application deployed adhered to departmental procedures and standards
• Chosen to participate in the committee which identified, proposed, evaluated, tested, and recommended xDSL service before it was publicly offered
• Designed and implemented internal web pages, providing statistics for customers and departments using MRTG
• Researched and reviewed vendor software packages to support team goals and project requirements
• Worked with team members to investigate, and resolve roadblocks that impeded service delivery
• Managed Switch & Control Ctr. and NOC technicians who monitored telephony switching network and worked on switch-related customer high-level trouble tickets and directed central office technicians
• Managed Special Service Bureau techs who remotely troubleshot customer-reported trouble tickets for DS0, DS1, DSL, Frame Relay, and ATM services that monitored the transport network
• Demonstrated the ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality

Internet Technical Support Call Center Supervisor

Confidenial

Responsibilities:

• Consistently presented a professional image, both on the phone and in person
• Provided a leadership role in a team environment and known for approachability, diplomacy and calm demeanor
• Demonstrated ability to quickly diffuse heated customer situations
• Trained reportables in the use of applications, tech support methods, troubleshooting and logical problem solving skills
• Prior additional experience includes managing, auditing, and operations in a banking environment.
• Managed quality assurance for all of Upstate New York territory - Rochester, Buffalo, Syracuse, Olean