Analyst, Incident Management Team Resume Washington, DC - Hire IT People

SUMMARY:

Fill in the balance enterprise front - line single point of contact (SPOC) customer service and support with recognized strengths in IT service level management.
Possess an intimate knowledge of ITIL’s IT service level management Event Monitoring, Incident, Problem; Change.
Proficient at using recognized organizational models and techniques using ITIL v3 and serve as drivers of success in current role as the Confidential IT Incident Monitor.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Analyst, Incident Management Team

Responsibilities:

Analyst liaison addressing issues related to the availability and functionality of adjunct services, processors and servers
Implemented the ground floor development of the Confidential IT incident monitoring process and associated procedures and making recommendations for improvement utilizing prior ITSM experience.
Gained a solid understanding of the Confidential ’s revenue applications and infrastructure and created SOP(s)
Facilitate communication between support groups and vendors during ticket tier escalation to exact swift restoration of services.
Consult with support teams driving the efficiency and effectiveness by adhering to Confidential IT incident management process to escalate high severity events that affected revenue and Confidential customer’s experience, train movement and safety.
With positive customers’ experience as a goal, Quality Assurance is maintained on a daily basis ensuring that the event is falling within acceptable SLA
Developed and implemented the team’s High Severity Incident process to accurately classify incidents and notify all of Confidential IT and vendors to gather in the War Room and on the Severity 1 audio bridge within 15 mins.
Effectively using an understanding of application and hardware dependencies across the IT environment, alerted the Incident management and application team on any changes during high severity event facilitating the service restoration.

Confidential, Gaithersburg, Maryland

Senior Network Technician

Responsibilities:

Analyzed capabilities and performance as well as identified problems with the operation of SATCOM equipment. Monitored status and performance of 4 Satellite Networks comprised of idirect modems with Cisco routers and Comtech SCPC/TDMA modems in a VMS hub
Responded to circuit outages and coordinated with distant end facilities and local users when necessary in order to restore communications services in a timely fashion
As the lead tech supervised made decisions and documented all events that transpired during the shift and escalated alerts to 3rd tier engineers when needed.
Used network monitoring tools Solar winds, Traverse and Fortigate to perform system monitoring and investigate alerts
Created and pushed option files using Ibuilder as well adjusted power levels on I-Direct modems
Utilized SDE/Iheat trouble ticketing systems for reporting and tracking of circuit outages and restoration

Confidential, Washington D.C

Broadcast Technician

Responsibilities:

Operated various television broadcast equipment including automation systems, EAS, video servers, video recorders, video switchers, satellite receivers, system and transmitter monitoring, and other associated equipment as required.
Responds to system alarms and takes necessary corrective action
Programed receivers for downlinks from domestic and International satellites using Tandberg receivers for digital feeds and Motorola for Analog
Familiar with television terminology and capable of performing correctly with split second precision, even under stressful conditions
Experience with advanced Grid-Encoding systems for accelerated H.264 encoding, PESA Router Switcher digital and analog, utilization, interconnection, and operation of analog/digital audio and video recording, video editing
Maintained satellite welfare through the monitoring of real-time telemetry and statistics

Confidential, Laurel, Maryland

Field Service Technician

Responsibilities:

Problem diagnosis and system installation support, and repair and maintenance of commercial VSAT terminals
Familiar with Satellite and computer WAN/LAN networks to include hardware and systems - including switches, routers, VoIP gateways, fire walls, VPN concentrators and PBX’s.
Familiar with both KU Band, C band and L-Band conversion
Punched down and terminated Cat 5 and 6, BNC, F and N Connectors Configured SCPC/TDMA modems and PBX box’s
Monitored frequency, bandwidth and power consumption and identified and resolved network and satellite outages

Confidential, Washington DC

Transmission Engineer

Responsibilities:

Took daily readings on equipment and adjusted frame syncs for optimal picture and sound quality
Made audio and video patches for rerouting purposes
Dealt with different vendors in regards to trouble tickets
Ability to use spectrum analyzers, network analyzers, waveform/vector scopes and other test equipment

Confidential, Lanham, Maryland

Technician

Responsibilities:

Basic infrastructure design, install and maintain of DBS, FSS, 64 QAM/SMATV head-ends systems
Visually inspected installation site to identify obstructions, such as trees or buildings that could distort or block signals from satellite
Comprehensive industry knowledge of analog and digital audio technology, satellite RF technology and distribution methods
Training of operational staff on equipment and/or configurations
Ability to install cabling and equipment, interpret wiring diagrams and drawings used in the design of new installations

Confidential, Elkridge, Maryland

VSAT Installer

Responsibilities:

Built, installed, and maintained fixed VSAT terminals including connectivity to wide area networks, end-to-end telecommunications, circuit switching systems, and long-haul Communications/Transmission systems
Ran and terminated RG-6, RG-11, and single strand fiber-optic cable
Configured SCPC receivers and direct PC according to Hughes standards