SUMMARY:

• 2 years experience as Incident Manager / Operations Analyst leading triage bridges in support of complex Network issues for one of the largest networks in North America. 3 years experience in monitoring and supporting ITS networks and devices in a 24/7 NOC environment. 15 years experience in a NOC/helpdesk/call center environment. 4 years experience supporting PC hardware/software and operating systems for one of the largest networks in North America. 10 years experience providing problem resolution for Virginia s online gaming network and equipment.
• Over 5 years experience supervising and coaching a team in a call center/ help desk environment
• Proven ability to combine technical, interpersonal communication and organizational skills to deliver superior customer service to clients.
• Tracked communication, hardware, software, operating system and network issues to ensure timely resolution to clients.

TECHNICAL SKILLS:

Network/Operating Systems: Windows 95/97,Windows 2000, Windows XP, Windows 7, Active Directory

Applications: MS Office 97/2000/2010 , Lotus Notes (4.5 & 5.0), MS Exchange 5.5/2000/2010 (Outlook), Sharepoint, Qws3270 and EXTRA (4.x, 6.x and Attachmate 2000) terminal emulators, RAU/PAL, VPN Remote Access, Netscape, MS Internet Explorer (4.x, 5.x, 6.x, 8.0), MS Communicator 2007, PictureTalk, Norton Antivirus, Sametime Connect, Netmeeting, Tivoli (Remote Control, Service Desk 6.0 and Endpoint), Support.Com (Service Center), Active Directory, Support Magic\Magic Service Desk, Peregrine, Palm and Blackberry, Various proprietary software applications. TCP/IP and IPX/SPX protocols.

Hardware: Lan/Wan networked devices, Desktop PC’s, Laptops, Palm Pilot, Blackberry wireless handheld device, Avaya VoIP telephones.

EMPLOYMENT HISTORY:

Confidential

Incident Manager / Network Operations Analyst

Responsibilities:

• Follows documented Network Center standards and procedures.
• Answers incoming problem calls from customers and internal sites and engages necessary resources to resolve associated tickets.
• Lead triage bridges in support of complex Network issues and work with BofA Vendor Partners to quickly resolve any service impairment.
• Possess excellent communication skills and am able to handle high pressure situations with changing priorities in order to maintain Command and Control of a triage bridge for expeditious service restoral.
• Demonstrates excellent oral and written communication with the ability to clearly and effectively communicate at all organizational levels.
• Demonstrates effective Command and Control of triage bridges for troubleshooting efforts on a large incident or multiple incidents that are significant in scope and impact.
• Initiates and provides leadership, strategic/tactical direction related to the successful resolution of a network incident along with any available workarounds.
• Facilitates resource engagements and applicable escalations to management either internally or externally.
• Demonstrate a working knowledge of various Network and Client technologies.
• Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages.
• Develop and/or maintain necessary incident management and communication reports.
• Responsible for components of highly complex engineering and/or analytical tasks and activities.
• Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results.
• Able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors.

Confidential, NA

Network Operations Analyst\Engineer

Responsibilities:

• Responsible for monitoring and troubleshooting issues with the ITS fiber network, rings, switches, routers and ITS end devices such as CCTV,CCTVP, DMS, DMSP,GCS,GCSA,RWIS,IDS, and LCS in order to minimize downtime and to increase safety on Virginia Highways.
• Used monitoring tools such as Solarwinds\Orion, NOC Wiki, NOC Portal, Nagios, 511, Vasalia and ATMS to aid in incident detection and system and network \device outages.
• Responsible for tracking device and network outages using Maximo and providing in depth, detailed logs and notes within work orders that were then dispatched to appropriate vendors.
• Ensured all Maximo entries, to include workorders, Utility Location Requests and Portable Moves were entered quickly and accurately to meet set SLA’s and to minimize unnecessary disptach’s to vendors.
• Maintained working relationships between vendors, Field technicians, Field supervisors, Regional Managers and TOC’s to assist in minimizing downtime of our networks and ITS devices as well as to aid in incident detection, triage and escalation as needed.

Confidential

Infrastructure Service Engineer

Responsibilities:

• Perform setup of equipment via telephone with clients that work from home, advise on pre and post migration steps.
• Migration efforts includes setting up and/or configuring new Windows 7 desktops and laptops, Cisco 5505 routers and Avaya VoIP telephones.
• Assist clients with scripted pre­migration of data or manually migrate data from their local and personal drive to an FTP server to later be placed on their new Windows 7 computer. Importing and exporting of Favorites from IE8, Importing and exporting of .pst files from Outlook.
• Programming Avaya VoIP telephone. Troubleshoot any network, internet, VPN, communication or setup issues as it relates to Migration.
• Use MS communicator and or Remote Desktop to assist in troubleshooting user issues.
• Initiate bridge calls to respond to complex migration issues and escalate any issues outside of realm of support to the appropriate organizational support layer.
• Assist in packaging equipment and accessories, printing Confidential labels and shipping for all new customers for projects.
• Triage requests and problems of new equipment and determine if its fixable or needs to be replaced to ensure all customers are prepared for their “GoLive” date.
• Use Sharepoint to schedule pre and post migrations for other techs.

Confidential

Technical Support Analyst

Responsibilities:

• Troubleshooting and prioritizing of requests .
• Notification and escalation of system outages. Incident Management Managed and monitored Sev1, 2 and 3 cases to ensure SLA s are met and downtimes minimized. Initiated bridge calls to proper teams to assist in problem resolutions enterprise wide.
• Helping members with security settings in IE such as trusted sites, certificates and security levels
• Providing members with answers and/or solutions to web related issues for the Confidential

Confidential, Richmond, VA

Operations Technical Support Representative

Responsibilities:

• Respond to user complaints by resolving problems associated with LAN, WAN and mainframe systems.
• Diagnose problem source through discussions with user.
• Coordinate with department personnel and\or vendors to resolve problem.
• Follow up with users to ensure problem resolution.
• Develop supporting documentation for all activities.
• Coordinate user requirements to ensure the best support and assistance.
• Provide guidance\training for computer operators who support help desk.
• Maintain, operate and evaluate help desk software.
• Prepare and update technical support manuals as needed.
• Perform network, Oracle and mainframe password resets

Confidential, Richmond, VA

PC Analyst

Responsibilities:

• Provided technical support in a fast paced, high volume help desk call center.
• Conducted structured interviews with clients in order to identify and diagnose the nature and probable cause of the problem.
• Performed front line and second level troubleshooting for PC WAN software and hardware and utilized remote control troubleshooting tools.
• Accurately documented problems initial call to resolution.
• Identified securities risks and escalated according.
• Administered software distributions to workstations using Tivoli endpoint software.
• Administered accounts/passwordsunlock and rest using Active Directory and other proprietary tools.
• Dispatched field service technicians when all troubleshooting steps to problem resolution had been exhausted via phone interview.
• Acted as a liaison between end users and other departments to ensure proper and timely resolution for non - supported equipment or applications.
• Virginia State Lottery, Richmond, VA Retailer Support SupervisorMay 1995 October 1999
• Supported the Virginia Lottery s statewide customer service center and network system for all online and instant games.
• Responsible for maintaining, guiding and leading two shifts in order to minimize terminal downtime for the Lottery s 3500+ retailer base.
• Handled retailer complaints and followed up on chronic retailer problems until a satisfactory median had been met.
• Trained, guided, and coached new employees and offered continuous training and coaching to teams.
• Monitored shift performance. Tracked individual and team phone statistics.
• Knowledgeable of the basic operations of all Lottery departments in order to answer after hours retailer questions.
• Tracked communication line down problems, new games, and promotional information for retailer questioning. Provide troubleshooting and diagnostics for the T1, T3, and frame relay circuits issues when reported. Perform loopback tests to test layer 1 ( T1) circuits to determine the issue.
• Virginia State Lottery, Richmond, VA Network Control Technician October 1991 May 1995
• Provided problem resolution for the Virginia Lottery s online gaming network and equipment.
• Received and logged problem calls from retailers using the AS/400, Stratus and the PC based lottery gaming network.
• Conducted structured interviews with retailers in order to diagnose the nature of terminal or communications problems.
• Instructed retailers through various tests and /or procedures to obtain valid information to assist in problem resolution.
• Dispatched field service technicians to retailer sites whose problem could not be resolved by phone.
• Performed Quality Assurance checks to ensure retailer satisfactions.
• Monitored network communication errors and failures and tracked communication, software, and hardware problems.