SUMMARY:

• Qualifications include a comprehensive background of many years of expertise in computers, and system operations and system support.
• Proficient with Application/Internet Support and Security Procedures.
• Well versed with technologies and other Software and Hardware skills.
• Strong leadership experience and team player customer service skills.
• Network Trouble - Shooting, Data Integrity, Detailed Documentation, Researching Problems, Team and Project Leadership, Root Cause Analysis and Monitoring Systems, on call support.

TECHNICAL SKILLS:

Platform: Google mail, Windows 13, MS Exchange Server UNIX Servers, Sun Solaris/ Gauntlet Firewall Servers, Red Hat

Networking: LAN/WAN Administrator, TCP/IP, Secure ID

Languages: UNIX Shell Scripting

Tools: Blackboard, System Center Operations Manager 2012 (Windows Server), Guardium Tool, FTP, SSH, SharePoint, HP Overview and HP Service Desk, Service Now, Lotus Notes, Blackboard, Cisco Routers, Telnetting, Norton Firewall, Remedy, Norton Virus Protection Utilities, MS DOS, DCL, VAX, HTML, XML, SQL 2012, Splunk, Oracle Toad 12.1, VMS, Visio, TCP/IP, Netcool, Saas Platform ticketing system, Cisco routers 6500, 3750, 3000, 2900, 2800, 2700, 2600, 2500, VMware, Citrix and EMC storage.

Microsoft Office: Word, Excel, Power Point, Outlook, SharePoint

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

System Engineer Staff

Responsibilities:

• Providing first line support monitoring mobile banking applications for BB&T and M and T Banks on IIS windows server platforms.
• Starting IBM Web Sphere servers, and performing daily maintenance checklist for mobile bank application on Virtustream environment.
• Checking DB2 backups and SQL backups ensuring they processed, and re-running them if failed.
• Monitoring Virtustream Dashboard daily and checking server usage, alarms, and alerts on the system. Monitoring all service tickets created by Fiserv team and following up with an updated to vendor(s) until resolved.
• Checking CPU usage on disk space daily and ensuring thresholds are not close to maximum usage defined as critical.
• Checking URL response time on servers to validate time is 5 seconds or less for standard SLA time.
• Assisting with monthly patching of servers in QA environment and on Production environment for system security updates with Virtustream vendor.
• Sending test files and ensuring the system is responding normal after monthly patching has been completed.
• Creating a weekly Capacity Report for alerts for Monday’s Operations department meeting concerning servers and disk spaces. Creating a spreadsheet of open Operation Facets cases via Host of department team.
• Ensuring all Fiserv clients are receiving prompt attention on all their application issues. Testing Open/VPN connections on Virtustream platform, for good connectivity to the vendor’s connection, and point pin failures.
• Creating SharePoint documentation for assisting Hosted Operations with client issue(s) in Intelligent Workplace solution application. Training of new personnel to the Command Center, via WebEx training and creating documentation explain the system.
• Triage Fiserv Facets cases, from Client Services personnel, and Production Services personnel of Fiserv to resolve bank issue promptly.
• Monitored numerous critical servers with SCOM alert tool, for errors system issues daily, and check disk spaces of drives. Run SQL scripts on SQL Console to check DPM backups for daily updates, monitoring F5 devices in Production and QA testing environments.
• Worked in a virtual team trouble-shooting, Dallas, Costa Rica and Pune India co-workers.
• Monitored EMC storage disk drives in Production and test environments, for errors and alerts. I created auditing daily and weekly and monthly compliance reports for Fiserv for the department.
• Created monthly Cyber Ark monthly reports for auditing requirement for the department.
• Completed ITIL course online, studying for certification for Foundation level.
• Trouble-shooting client issues and resolving WebEx sessions with clients with password, IE, and printing issues and other banking issues with Fiserv software.
• Award for Excellent in Operations from Fiserv Manager, resolving system issues. June 2017

Technology Analyst

Responsibilities:

• Providing First line support monitoring Automation and Support processes for many large banks as GM Financial, Toyota, Chrysler, Subaru and numerous others daily.
• Resetting Citrix passwords daily for client when locked or issues logging into varies applications.
• Monitoring Customer First queue to ensure all customer incidents are resolved in a timely manner.
• Emailing customers with updates of incidents that he or she has opened concerning application issues with different inventory software daily.
• Resetting of CCS Nodes when issues occurred, stopping and restarting Nodes when system upgrades scheduled or alerts messages receive while monitoring system.
• Executing SQL scripts to research numerous issues customers have with software and trouble-shooting any informational issue reported.
• Using Toad for Oracle 12.1 version database daily researching issues daily for varies banks.
• Tracking of Root Cause Analysis (RCA) incidents and updates pen-pointing outages with applications, equipment or ISP providers.
• Providing End of Month coverage coordination, participation, and reporting.
• Providing after hours support for clients (on-call rotation).
• Verifying daily, monthly and annually of the Crystal Reports on the Crystal Management Console for Toyota Financial Services in California.(Ensuring they updated properly, or refreshing them to current date).
• Providing backup coverage for overnight support, when call upon to cover shift.
• Creating and maintaining support (SOP’s) and client’s related documentation.
• Answering calls from varies banks daily with application or software issues.
• Updating excels spreadsheet for banks that are Automation check list daily.
• Providing problem resolution and timely updates to clients in accordance with Maintenance Response Parameters for DataScan applications.

SOC/System Support Analyst

Responsibilities:

• Provided First line support monitoring Turner Broadcasting International Network with SNMP, helpdesk support when needed on weekends and nightly.
• Monitored routers and switches of networking daily. Trouble-shooting routers and switches when any issues occur daily.
• Executed ticket system is Remedy, logging tickets daily to ensure limited downtime of network or providing Technical Support assistant to employees with computer issues.
• Used Windows applications and trouble-shooting issues when they occur. Contacting network engineers at different location locally or globally around the world, working helpdesk for Turner Broadcasting employees.
• Used UNIX commands daily on routers and switches to assist engineers in researching outages. Following up with ISP providers when tickets are open to Verizon, Level 3, AT&T or other network ISP providers.
• Communicated with R &D and UNIX team and application support when issues occur to ensure all issues are resolved in a timely manner. Updating termination report of employees no longer employed by Turner Broadcasting.
• Communicated with Manager via updates of all issues with slow connectivity or outage in the network.
• Logged onto Cisco routers and switches via trouble-shooting with commands to see errors on devices, to reduce downtime and to assist System Engineers trouble-shooting devices. Resetting client’s on servers for access when needed with DRA Account and Resource Management system and for access to the network.
• Engaged in trouble-shooting wireless phone devices and activating them and issuing soft tokens. Trouble-shooting Oracle databases alerts on BAC networking system, and notifying the appropriate team using run books.
• Reset clients on Citrix when users call and want to be reset.

Teacher Aid and Assistant

Responsibilities:

• Teaching children to pronounce words and alphabet, and recognize buildings, people, and animals.
• Facilitating a classroom of students with use of a blackboard. Taught prepared lesson plans via Kids R Kids curriculum.
• Supervising children at recess to ensure no one was injured, unattended, or inappropriate requiring redirection. Providing behavior management via classroom monitoring to ensure order, attentiveness, and compliance to directives.
• Engaging students using creative and energetic approaches to sustain their attention and keep them actively involved in activities.
• Effectiveness evident via an offer of a part-time position by the Director at Kids R Kids.

Network Support Specialist

Responsibilities:

• Provided First-tier support, identify and research, and resolve software, hardware, and network issues, actively listening to customer’s daily to resolve his or her issue with laptops or desktops.
• Responded to inbound calls, and escalations SAAS Platform tickets to next tier support when needed.
• Documented, tracked, and monitored SAAS Platform incident tickets to ensure timely resolutions. Following up with Outlook issues by employees and other software application issues user experienced with desktops or laptops.
• Maintained Randstad General Staffing security protocols, password resetting of locked out users.
• Informed Supervisor of all issues on critical tickets that hadn’t been resolved in a timely manner.
• Maintained an Active Directory was used to look up users in system to reset his or her passwords.

Network Support

Responsibilities:

• Provided First-tier support, 24/7 production support to monitor services related to key performance indicators on Cisco wireless 3G MicroCell, SNMP alarms, and customer trouble tickets system CTS.
• Monitored trouble-shooting indicators using UNIX command line and TCP/IP, and used Cisco routers and UMTS/GSM 0340 RF standards.
• Engaged in trouble-shooting with AT&T field technicians when techs called to have customer wireless Cisco 3G MicroCell report checked.
• Supported daily operations team and ensure network performance was maximized.
• Assisted tier II with details information when network failures, to minimize outages.
• Monitored with Remedy application at AT&T for trouble-shooting connectivity issues.
• Completed training class for Netcool at AT&T online training and hand-on with Netcool monitoring tool client actives.

Production Support/Business Analyst

Responsibilities:

• Provided First line support monitoring of JIT Scheduler 7 that runs a SunGard download Perl PDF script monitoring eleven 11 banking financial electronic files transfer statements daily and trouble-shooting the script if issues occurred, which include Wachovia, Well Fargo, Chase Bank.
• Ensured quality assurance of reports processing daily without failure, and trouble-shooting when an issue occurs such as rebooting the desktop computer and contacting the bank to see if they have an issue on their end.
• Directed communication with Treasury Manager at ING if issues occurred in-house when and his intervention was required on ING side with nightly program.
• Learned and applied Cyber-Ark Software and how it works, and learned Arc-Sight software communication from SR Developer daily.
• Monitored databases servers with the Guardium Tool, 50 plus servers Oracles, SQL, DB2, and Sybase daily checking for alerts, or error on servers, ensured backup tar files routed over from nightly processing, deleting old IP addresses and researching statists on the servers seeing how much volume is processed on it server, learned Visio Microsoft.
• Contacted IBM helpdesk if database servers had issues on them if they were running unscheduled maintenance on the servers without Notified ING of maintenance of when they had to reactive the servers back into production. Followed up with IBM helpdesk personnel via phone and emails till all issues were resolved on servers when they occurred.
• Coordinated VGO Support/Business Analyst communication between R & D development and QA development, trouble-shooting ING customer employee’s single sign on application issues were encrypted user-ids and passwords for their 9000 employees received internal and external calls daily, used Active Directory for ING employees and UAT testing.
• Tested windows application, web, and mainframe changes, implementation of new Template of software configuration and ensuring the change function properly when deployed to production, created training documentation for SharePoint site for ING employees as a guide if issues occurred, worked in the Security Support Team.
• Opened trouble tickets with IBM helpdesk if the issue was on their side with the hardware, received incoming calls from Vendors daily to resolve VGO SSO password and user-ids issues.
• Pinged IP addresses checking connectivity for ING users trouble-shooting their connection to the network.
• Provided trouble-shooting via identified several servers with alerts and reset them.
• Caught backup tar files that did run that are critical to ING processing databases. This resulted in less processing time of the system and less revenue loss against the company for processing
• Executed trouble-shooting of IBM tickets for ING employees’ daily and resolving issues in a timely manner.

Production Support Engineer

Responsibilities:

• Provided First line support, Cleaned up UNIX directories, stopped and restarted JBOSS insurance web base application servers and trouble-shooting JBOSS issues when they occurred. Trouble-shooting of Shell test scripts to Production or QA development, communicated to Developers and QA department when system applications couldn’t be resolved.
• Provided developers with error log files and documentation, to pin point the issue to ensure less processing time would be lost, quality testing of data to ensure valid.
• Researched data issues helped implementation of new format for data being received from DMV, due to change in their format without inform Choicepoint/LexisNexis, resolved outage.
• Performed Java and UNIX releases and deploying code with FTP, created new training documentation for training manual for department. Trouble-shooting the application when processing issues occurring during my shift. Performed Oracle financial releases and informed from Development when needed. Performed trouble-shooting and connectivity research when issues occurred with ISP.
• Contacted Internet Service Provider when connectivity issues occurred at AT&T or Sprint or IBM or Vendors, first line Support for Motor Vehicle Report Vax system 24x7 processing thousands of transactions daily, network trouble-shooting, customer service internal and external, researching error logs.
• Followed-up with all internal and external customers’ issues when problems occurred, trouble tickets were opened on problems with detailed documentation on steps taken from start to finish resolving all problems.
• Researched data issues to ensure data was valid, quality assurance and testing of data, following up with system outages and getting RFO. Took lead on network issue company was having with Network Director and system processing was improved.
• Network Load balancing was the issue and bad hardware was discovered and replace, downtime reduced.
• Completed online point to point transaction MVR system, monitored over a half-million transactions daily and Batch processing monitoring daily of Insurance Motor Vehicle Reports, wrote documentation for errors received by specific states orders to ensure more efficient processing of Batch orders for department training manual for referencing errors.
• Trouble-shooting via caught several DMV’s that made system upgrades with notifying Choicepoint. This resulted in less downtime and less revenue loss from there company if not available, Trophy awarded for researching SLA’s from CFO of LexisNexis.
• Engaged in trouble-shooting of HP service desk tickets daily and resolving issues in a timely manner.
• Execute Oracles Financial Releases with SQL data files into UNIX production platform and trouble-shooting when the releases processed with errors.

Community Group Leader/Instructor

Responsibilities:

• Complete session attendance for submission and regularly evaluated via observation by administrative personnel to monitor topics studied. Ensure all questions are answered for personnel via Religion/spiritual responses from the Bible.
• Assign homework participants to reinforce learning and ensure greater understanding of different topics discuss/presented during the meeting.
• Completed a Two-year Cell Group Ministry training course of study as provided by World Changers Ministries advanced staff administrators to qualify as a facilitator of learning via cell groups.

Network Operating Center Supervisor

Responsibilities:

• Provided First line support, Supervised 4 watch standing personnel for maintaining Internet Services to U.S. Navy Fleet and Afloat units in the Southwest Asia operating area, cutovers to Indian Ocean Region Battle Groups Communications.
• Monitored systems, Configured of Cisco routers, UNIX servers, and Sun Solaris/Gauntlet Firewall servers, Remedy, trace routes and pings used to trouble-shoot is and network analysis tools such as HP Open view.
• Helpdesk Analyst received incoming calls questions from Navy different Commands when connectivity issues occurred on shore and on afloat, trouble tickets opened and resolved.