SUMMARY:

• IT Professional with background in Computer Operations/NOC, Linux Systems administration combined with excellent experience as a Desktop Support Technician.Quickly learn and master new technology; equally successful in both team and self - directed settings; and proficient in a range of computer systems, tools and troubleshooting methodologies.
• Excellent communication skills and approachable personality helpful in making presentations or leading training sessions. CompTIA A+, certified.

TECHNICAL SKILLS:

OS Platforms: RHEL5, Linux, Ubuntu LTS, Windows 2003 Server, Exchange Server, ESXi 4/VSphere.

Software: WinAD, MS-Office 2010, TeamTrack, Kayako/SupportSuite, Backup Exec, Blackberry Enterprise Manager, RSA Authentication Manager/Secure ID, MediaWiki, Symantec Anti-Virus Managed Server. Cisco VPN Client. Perforce, Bugzilla.

Hardware: Dell PowerEdge 2950, R410, R710. HP ProLiant DL360 G4-G5P. EMC Clarion CX3-10, AX150 Arrays. Cisco Catalyst switches, Juniper SSG Firewalls. Dell KVM 2161 (KVMoIP)

Monitoring Tools: Solarwinds/IPMonitor, HP Sitescope, Nagios, Cacti,

Skills: Fluent in Spanish.

PROFESSIONAL EXPERIENCE:

Confidential, Cypress, CA

ACOE System Engineer II

Responsibilities:

• 3rd Shift Team Member of ACOE Implementation Group.
• Performing software upgrades, firmware updates, implementing new functions and services.
• Firmware and Code pushes on the ADSG Set-top platforms on DAC and DNCS sites nationwide.
• Channel launches, free preview campaigns and any update/maintenance tasks assigned to the implementation team. Configuration of APEX, CVEX Managers and NetEncryptor devices during launch.
• Work with support and third party vendors when maintenance windows are overrun and/or problems occur.

Confidential, Cypress, CA

CAS Engineer

 Responsibilities:

• Support the Motorola DAC environment along with secondary APEX, MUX, ARPD devices.
• Maintain production systems performing software upgrades, firmware updates, implementing new functions and services.
• Provide support during change management operations like re-IP of servers, set-top box code pushes, channel lineup changes, etc.
• Document new procedures in step-by-step outlines of change functions, system administration tasks and new product deployments.
• Troubleshoot customer impacting Remedy trouble tickets and provide phone support during RNOC outage calls and/or scheduled maintenance windows.
• Train CAS Team on any tasks that require a system administration skillset related to UNIX/Linux specific functions of the Motorola DAC, Mystro, APEX, ARPD, SDM systems.

Confidential, Aliso Viejo, CA

NOC Engineer

Responsibilities:

• Monitor all Production, DEV, QA and Staging environments as well as internal infrastructure systems.
• Push server build releases, firmware updates, software/hardware upgrades, client fileset postings to Production, QA/DEV environments.
• Serve as Tier2 contact for Support Desk Analysts; Troubleshooting production issues, tracking error logs and performing escalation procedures to engage Development teams and QA teams for bug tracking.
• Prepare outage/maintenance notifications; Initiate incident tracking; Provide post outage, root cause analysis. Engage third-party partner/vendor contacts during external outage incidents. Perform mobile client testing of the production applications during outages and post maintenance periods.
• Document all escalation procures, day-to-day and specialized tasks in a MediaWiki environment to meet ISO 27001 audit requirements. Distributed Kayako ticket workload to NOC, IT-Ops and System Engineer teams.
• Maintain data center production systems performing hardware maintenance, upgrades. Racking and Cabling new systems. Provisioning new systems and decommissioning obsolete hardware in Production, QA/DEV and Disaster Recovery environments.
• Assist IT workload by configuring new laptops, desktops and Linux developer workstations for new hires. Creating user accounts for domain access, controlling permissions. Monitor backup schedules and off-site storage/delivery of backup media.

Confidential, Los Angeles, CA

NOC Engineer

Responsibilities:

• Performed batch operations for DBA and Unix teams. Executed SQL scripts, batch jobs, Web Server restarts, etc. Organized production deployments/patch updates and coordinate the efforts between Business Operations and the Support groups.
• Served as liaison between various support groups during system outages, and worked with third party vendors or service providers to remediate outage issues.
• Monitored weekly billing cycle runs for customer invoicing. Produced weekly outage reports using TeamTrack ticket information for analysis at weekly staff meetings.
• Created scripts to test all device/phone functions to run on Mobile Complete software. Monitored functionality of in-house mobile applications and third party applications during peak usage hours. Provided statistics for test runs for review by Business Operations Department.
• Documented all batch operations steps and procedures as they were automated by System Teams. Provided training presentations for new hires and contractors. Served as fire safety warden.

Confidential, Irvine, CA

Helpdesk Lead

Responsibilities:

• Expedited work orders and problem tickets requesting technical support. Processed new hire account setups, password resets, Active Directory Group assignments, remote software installations. Monitored production gateways
• Supervised a team of five analysts handling their shift scheduling, timesheet submissions, vacation request, goals & objectives as well as their quarterly reviews.
• Assisted Loan Officers troubleshooting issues with Loan Origination applications like Uni-Form and Empower. Resolving problems with Credit Reports, Loan Grading, Loan Setup, Locked Loans and other issues in the loan processing production environment.
• Provided Level 1 and Level 2 quality customer service for in-house and external customers. Worked with the Business System Support teams to keep customers informed during outages.
• Managed several projects to streamline and revamp the form request process and lead in coordinating tasks within my assigned team.
• Drafted training materials for new and served as mentor during training and probationary periods for new Helpdesk Analysts.
• Trained on any new support systems or changes to Loan Production procedures and provided knowledge share sessions for Helpdesk staff.
• Participated in SOX Audit compliance meetings and assisted in keeping Helpdesk task in compliance to the standards.

Confidential, New York, NY

Desktop Support Technician

Responsibilities:

• Performed hardware/software support such as installing software, configuring computers for network access, replacing hard drives, NIC cards, Floppy Drives, etc.
• Installed and configured network printers, scanners, and other peripherals. Configured laptops for LAN access and dial-up or remote network access and prepared workstations and laptops for video presentations, training sessions or conferences.
• Supervised contractor teams during OS and software rollouts to the trade floor and office staff.
• Traveled to secondary remote offices to provide technical support and performed hardware/software upgrades and maintenance.
• Maintained system backups to tape using Tivoli Storage Manager.
• Assisted with all above mentioned functions during Disaster Recovery exercises at the Rutherford, NJ DR Site.

Confidential, Los Angeles, CA

Volunteer Work

Responsibilities:

• Write/Produce/Direct PSA's, short films and documentaries on a variety of social issues like, domestic violence, HIV prevention, drug abuse and child abuse.
• Short film titled “MARISOL” was an official selection in the 2017 LA Shorts International Film Festivals.
• Experienced digital cinema camera operator with experience using BLACKMAGIC and CANON cameras. As well as professional lighting and sound equipment.