SUMMARY:

• I have strong functional knowledge in Windows, UNIX, Networking, and multiple other technologies.
• I bring a strong focus on service delivery, quality, and efficiency.
• I have a passion for understanding new technologies as they evolve which is supported by an ability to learn at a very rapid pace.
• My experiences have prepared me to take on new challenges whatever they may be.
• 3+ years in UNIX/Linux administration at Cyber Trails and Confidential
• Unix Support Admin: Point of contact for UNIX/Linux/AIX calls or incident tickets
• Train new employees for their UNIX/Linux responsibilities
• Mentor and resolve uncommon issues for other employees learning the UNIX role
• Utilize VM Ware to troubleshoot server issues
• Provide Linux level 1 and 2 incident investigations of tickets and alerts
• Verify and resolve reported operating system, hardware or configuration issues
• Escalate unresolvable incidents with recommended action plan per priorities definitions
• OS (Linux) - level support for customers
• Provide technical hands-on or telepresence support for multiple technologies, including Windows, Unix, Web Sphere, Linux, and Networking/Telecommunications
• Help other team members with processes, duties, or questions regarding UNIX or Linux tickets
• Provide support documentation to help the team better understand work procedures
• Utilize and configure monitoring tools like Splunk, Solarwinds and PRTG to monitor network activity.
• PowerShell, Ruby, Python, Apache, we’re all utilized to produce scripts or bridge functions within the API of the Net line dancer network management software.

TECHNICAL SKILLS:

• VMWare Server
• Active Directory
• PRTG Network Monitor
• Virtual Box
• Microsoft Exchange
• Microsoft Office Suite
• Windows XP
• BlackBerry Enterprise Server
• Microsoft Excel
• Windows 7
• Microsoft SharePoint
• Cisco configuration
• Windows Server 2003
• Windows Server 2008
• Windows Server 2012
• Unix: Linux/Solaris/AIX
• SolarWinds: Orion NPM/APM
• Bash, Shell, and VB Scripting
• Experience with SAN
• Service Now
• Patching and network configuration
• VPN troubleshooting
• UNIX VCS Failover
• SCCM

WORK EXPERIENCE:

Confidential

Technical Support Associate

Responsibilities:

• Trained and assisted a team of people to be able to address difficult issues.
• Refined the knowledge base that employees use as reference to assist with issues.
• High call volume and ticket volume for various IT related issues. We utilized service now to track and resolve issues for multiple stores and company IT issues.
• Facilitated enterprise bridge calls for high priority issues that could majorly affect the company.

Confidential

Technical Support Engineer

Responsibilities:

• Quality Assurance, bug reporting, bug testing. Maintained improvement requests for the software and coordinated with the development team to prioritize development on their networking software.
• Gave presentations of the software to enterprise level customers to assist the sales team with promoting the product as well as assist customers with high level demonstrations that show how our solutions would address common issues that they are struggling with.
• PowerShell, Ruby, Python, Apache, we’re all utilized to produce scripts or bridge functions within the API of the Net line dancer network management software.
• Maintained my own Linux server and managed 1000’s of network devices that range from F5, Cisco, Juniper, Fortinet, Palo Alto, barracuda. Essentially anything with a configuration, we would help manage it. (Switches, Routers, Firewalls, load balancers, device managers, etc.)
• Created the knowledge base and documentation to answer common issues or address technical information for their customer base to utilize.
• Technical support engineer utilizing a fresh desk based ticketing system to address technical issues their customers may be experiencing.
• Maintain working relationships between customers and leads who need technical support to ensure they were happy with support or help new leads understand how to use the software to manage their large networks.
• Demand generation. Met with prospects at trade shows like Cisco Live and Gartner to show off our software in a tradeshow scenario. I would pull people in who managed networks and demonstrate our softwares network management capabilities.

Confidential

Unix Systems Administrator

Responsibilities:

• Follow through and make contact with engineers from the moment hardware failure happens until resolved
• Responsible for training new employees for their Unix responsibilities as well as provide support for issue resolution when team members require guidance
• Ensure that all scheduled VCS cluster failovers happen when scheduled and within the time window
• Coordinate hardware cases in the event that a failover caused hardware or system failures.
• Mentor and figure out solutions to uncommon issues for other employees learning the UNIX failover role
• Work with engineers to ensure hardware issues are diagnosed correctly, scheduled, delivered and replaced.
• Ensure replacement obligations are followed from change control through delivery to resolution, ensuring quality.

Confidential

Unix, Windows, and Network Systems Administrator

Responsibilities:

• Manage all Tier 2 support during the incident management process to successful completion
• Resolve escalated incidents to achieve user satisfaction with the designated Global Client and meet all Confidential 's
• Review and recommend changes to support processes to ensure continuous improvement of the distributed Tier 2 incident management process
• Provide expert advice to all support staff in the resolution of incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
• Coordinate the cross-organization and cross-platform resources needed to implement the support activities of escalated Tier 2 incident management processes, effectively and efficiently across incident management activities
• Planning, coordination, and reporting for field support to Tier 2 incident management activities
• Actively engaged in the monitoring and resolution of stalled or Confidential -breached incidents with Tier 2 or associated Tier 2 support groups
• Meet Me Line Management with directors, technical and app teams to ensure problem resolution
• Schedule and follow through on hardware cases with Oracle and IBM
• Provide Remedy Ticket management
• Utilize VM Ware to troubleshoot memory, data storage, and CPU server issues
• Troubleshoot VPN issues with customers or team members

Confidential

Network Operations Center Technician

Responsibilities:

• Cisco Router Configuration
• Network Monitoring Configuration (SNMP, WMI)
• Physical Network Configuration
• Cabinets were configured with HSRP drops
• Pulled network cables into the cabinets for new customers, cut new Ethernet cables and patch cables to both customer access routers for redundancy purposes
• Monitored network performance issues along with multiple other issues and would address them to fit customer or facilities needs
• Active Directory User Account creation, troubleshooting of logon issues, and configuring of hosted exchange to fit the needs of our new or existing customers
• Collocation equipment preparation (Cooling/Power)
• Stage and rack server and network equipment
• Documentation and Change Control - Responsible for migrating all Sharepoint documentation to the internal Wikipedia site to make searching easier as well as add new documentation for team needs
• DNS record configuration (Bind/HSphere/CPanel)

Confidential

Data Conversions Operator

Responsibilities:

• Converted worldwide mail into a readable format
• Recognized as one of the site’s Top 10 Performers
• Learned numerous mail processing coding structures

Confidential

Help Desk

Responsibilities:

• Responded to ticket inquiries by faculty staff and the general IT department.
• Travelled around campus to address various computer issues from imaging new classroom lab environments that were being deployed.
• Trouble various issues like, projectors, faulty computers, printers, etc.
• Assisted hardware team with diagnosis of issues with stress tests like cpu-z, memtest, etc. Would repair pc issues.