SUMMARY:

Highly accomplished Network Operation professional with demonstrated success implementing IT initiatives that result in improved business functionality and impacting the bottom line positively. Manage IT operations and provide technical support by developing innovative solutions to complex problems for clients.

AREAS OF EXPERTISE:

• Hardware configuration/support
• Voice/data network facilities Support various different companies infrastructure
• Equipment research/evaluation
• Adding static routes to computers/routers
• Software installation/troubleshooting
• Administrating active directory accounts
• Superior customer service skills
• Cross train with the Cisco group on configuring routers
• Provider tier I - II-III support
• Local and Wide Area Networks

TECHNICAL SKILLS:

Software&Processes: MS Office 2003, 2007,2013, 2016 and Office 365, Citrix, Ace, Juniper VPN, Pac 2000, Remedy, Picct, HP Service Manager, Auto task, Heat, Service Now, Control M, Windows Backup, Veeam, Symantec Backup.exe, WebEx, App Dynamics and Splunk

Systems&Protocols: Microsoft 2000, Server 2003/ 2007/ 2012 , O365, Apple, LAN, WAN, IOS, IBM, HP, Dell Optiplex & Inspirion, TCP/IP, Ethernet, VPN, SecureID/RSA, SMS, Windows 7/10, routers; CAT 5 network cabling, HP series DeskJet and LaserJet printers, File/Print servers, Norton Firewall/Ghost/Antivirus, Microsoft Office Communicator, Skype, Jabber Visio, Lotus Notes, VPN connectivity and monitoring tools, Remote connection/administration tools (PC Anywhere, Remote Desktop, NetOp, ILO, Nimsoft, Continuum, Juniper, Citrix, Bomgar, Log me In Pro), VDI, Terminal Services, Ace Administration, Active Directory, ICMP, Beta, Incident Tracking/Management suites (Clarify, Remedy, Pac 2000, Hp Service Manager, Auto Task, Service Now and Picct) Server monitoring and support software (Dell OpenManage/IT Assistant and Compaq Insight Manager, Solar Winds, Splunk and AppDynamics), LAN, WAN, VOIP, TCP/IP, DHCP, DNS

PROFESSIONAL EXPERIENCE:

Confidential, Glen Allen, VA

System Support Analyst

Responsibilities:

• Update WSDL and RAML service files in testing and production environments for Application and Domain Teams.
• Support Analyst for operational readiness, incident management and production support as it pertains to Service Orientation Architecture (SOA) services utilized by Wealth Brokerage and Retirement.
• Manage incident escalations via Pac 2000 and meet SLA’s for various brokerage applications in the SmartStation and Wisdom production environment. Investigate server issues via Splunk or AppDynamics.
• Provide Tier III end-user technical support for Confidential Advisors customer base of 200+ offices approximately 30,000+ customer base, including on-call 24x7 pager rotational schedule

Confidential, Glen Allen, VA

NOC Engineer

Responsibilities:

• As a 3rd shift TAC/NOC Engineer, I support local small business to global corporations diagnosing and finding break/fix solutions for monitoring alarms.
• Provide patching/updating of Windows OS (Windows Server 2003, 2008 and 2012) in managed environments
• Provide clients with remote server, voice and network support
• Remote access clients through Continuum, RDP, Terminal Services, Citrix or approved software
• Troubleshoot LAN and WAN connectivity issues to include VPN connectivity

Confidential, Richmond, VA

Enterprise Support Analyst

Responsibilities:

• Supported Confidential system during the Richmond Conversion to electronic medical record system.
• Assist users remotely via Go to Assist and Dameware.
• Administrator Active Directory and Local print servers.
• Troubleshoot Windows XP/ 7 laptop issues.
• Troubleshoot network printer’s connectivity to user’s pc.
• Create tickets in Heat to dispatch technicians for hardware issues.

Confidential, Glen Allen, VA

PC/LAN Analyst

Responsibilities:

• The first line of defense with our outside third party vendor technicians(~500) configuring static routes on their firewall to tie into the Confidential network.
• When our outside clients lose T1 or T3line connectivity, assist AT&T or Verizon to fix their problem. Remain the point person in the problem-solving lifecycle.
• Act as technical trainer role to assist with training of new technicians(~50).
• Consistently received customer, manager and peer recognition awards.
• Remain Subject Matter Expert (SME) to work with new employees(~100) converted during the AG Edward /Wachovia Merger.
• Point-person managers rely on troubleshoot issues incorrectly handled by a prior technician.
• Setup VPN solution for our Apple computer clients so they can work from home(~500).

Confidential, Glen Allen, VA

Service Technician

Responsibilities:

• Maintained exceptional inbound /outbound stats and metrics within my team.
• Worked as liaison for department technical issues needing the assistance of helpdesk.
• Managed and generated reports on the group for special outbound sales.
• Reduced inbound computers turn time by 50% in store so we could achieve our Standard Level of Achievement by Best Buy standards.

Confidential, Glen Allen, VA

Network Administrator

Responsibilities:

• Provided support for Central Virginia (Richmond, Roanoke, and Virginia Beach) servers and 500 users.
• Fulfilled the technical responsibilities including the addition and changes to user desktop, email and PBX accounts for customers.
• Installed and configured servers including Raid1 and 5 arrays.
• Successfully engineered a virtual private (VPN) solution utilizing Windows NT.
• Effectively managed two separate domains before Confidential and Confidential merger.
• Performed backup (intermittent and permanent weekly) Glen Allen, Virginia Beach and Roanoke sites.