SUMMARY:

• Over ten years of increasing experience working in a Data Center environment to support the Network and Midrange servers with TCP/IP networking experience. Providing a strong customer focus to diverse organizations.
• Problem and Change Management, technical and assist in rapid problem resolution by providing in depth information, dispatching vendors and processing abnormalities in an outage situation. Facilitated adherence to service - level agreement standards, change guidelines, and process management regulations for technology integration.

PROFESSIONAL EXPERIENCE:

Confidential

Data Center Technician

Responsibilities:

• Performed hardware / software trouble shooting in a data center environment, Fluke testing of fiber optics, copper cables and compiling/ uploading results to customers; configuration of basic IP information on HP VOIP phones, Cisco routers and switches.
• Provided server installs/decommissions for end users, Checkpoint firewalls and F5 big IP security appliances.
• Provided support to the Network Field Operations as well as Mobile Network Resource Center on inbound and outbound customer contacts (via telephone) to confirm due dates and access requests.
• Created and managed demand tickets for the Mobile Operational Support Center.
• Performed cable and device audits and installations, ensured that functions or operations are in correspondence with the regulations and policies of the Service Level Agreement (SLA)

Confidential

Data Center Technician

Responsibilities:

• Performed hardware / software trouble shooting in a data center environment, Fluke testing of fiber optics, copper cables and compiling/ uploading results to customers; configuration of basic IP information on HP VOIP phones, Cisco routers and switches.
• Provided server installs/decommissions for end users, Checkpoint firewalls and F5 big IP security appliances.
• Provided support to the Network Field Operations as well as Mobile Network Resource Center on inbound and outbound customer contacts (via telephone) to confirm due dates and access requests.
• Created and managed demand tickets for the Mobile Operational Support Center.
• Performed cable and device audits and installations, ensured that functions or operations are in correspondence with the regulations and policies of the Service Level Agreement (SLA)

Customer Support/Technical

Responsibilities:

• Creates and manages Demand tickets for the Mobile Operational Support Center
• Provide support to Network Field Operations as well as MNRC, Inbound and outbound customer contact (via telephone) to confirm due dates and access
• Prepares and updates vendor work logs with schedule commitments. • Verifies work orders with local supervisors; accepts; rearranges and updates
• Record customer information and detail descriptions of the issue and resolution for each incident in the ticket system in a timely manner and that will be used for Engineering’s trend assessment.
• Dispatch field personnel depending on need determined by the issue called in.

Confidential

RF Scanner/Warehouse Receiving Clerk

Responsibilities:

• Scanned, retrieved and printed engineering drawings into and from the database. Handle reading incoming/outgoing material, verified accuracy, sorted and coded according to file systems.
• Verify purchase orders, location numbers, case pack quantities, and other information prior to receiving, picking or loading merchandise.
• Unload trailers by putting product onto pallets, sorting, tagging and inspect packages for damage.

Confidential

Call Center/Team Lead

Responsibilities:

• Dispatched inbound/outbound calls, arranged pickup and delivery.
• Checked logs for accuracy and the accountable for utilization of system tools of organization for inconsistency reporting.
• Prepared various types of reports, documents, memos, etc. in performance of duties such as log of customer calls, record of work orders, customer complaint reports, new service letters, appointment letters.

Confidential

Network Supervisor/ Network Analyst

Responsibilities:

• Oversaw work of technical support staff in managing network hubs, routers and servers.
• Monitored the network complex from layer one to layer three technical issues in a 24/7 environment. Troubleshoot TCP, IP, WINS and DNS. Network connectivity issue (including AN, WAN, VPN). Coordinated maintenance on demand to resolve equipment problems or preventive maintenance.
• Provided tier 2 support for call center and SNA network exceptions, monitored the multi-customer CISCO, NORTEL, JUNIPER and F5 (Big IP) environment.
• Ensured that the network infrastructure, function efficiently and that there were no breaches in the security.

Confidential

Call Center/Computer Operator/Control Operator

Responsibilities:

• Worked in a high volume 24/7 call center, handling inbound/outbound calls. Scheduling installs, maintenance, repairs and system hardware and software upgrades in a Data Center environment.
• Multi-tasked as required to complete batch processing CA-11, (Re-run, Restart) and ensured production deadlines were met or exceeded with accurate results. Familiar with JCL commands and working knowledge of JCL, JES2, VTAM, TSO.
• Closed files that were causing dataset contentions for critical jobs and re-opened after job completed on the IBM mainframe. Reported critical job abends to production control team for analysis and resubmission.
• Monitored system using “What’s up Gold”, Tivoli and MVS.
• Review database ticket issues, interfaces with various departments within the Company regarding created ticket
• Open, updated and closes tickets as required to track progress of remote site trouble resolution