PROFESSIONAL SUMMARY:

• Results - oriented, client-focused, process and performance driven professional with 18 years experience in the IT and Telecommunications industries, supporting, resolving and managing various IT projects and issues.
• Demonstrates a proven track record of leadership and resolving various technical issues on a client and enterprise level by analyzing technical issues and tracking back to its root cause.
• Excels at root cause analysis, mentorship, conflict resolution, business analysis and not afraid of taking necessary risks to meet department deliverables and minimize business downtime.
• Builds strong relationships with various development, engineering, and enterprise support teams to facilitate seamless support activities across all business units to quickly resolve mission critical issues; minimizing business, customer, and client impacts.

EXPERTISE AREA:

Customer Support Manager - Global Team Management - Technical Leadership - Mentorship - Clinical Software - Production Support - Vendor Management - Business Analysis - Project Management - Process Improvements - R&D - Validation - Training - Education Focused - Metrics Driven - Business Advocate

TECHNICAL SKILLS AND PROFICIENCIES:

• Windows 7, Windows 10 and XP; Windows Server 2003 and 2008; Outlook 2007 and 2010; Office 2003 and 2010; Office for MAC 2008 and 2011; Office 365; Active Directory; Group Policy; Microsoft System Center Configuration Manager; Microsoft SCUP; SharePoint
• Unix; Linux; Red Hat (RHEL) 6.X; CENTOS 7
• SQL; iSQL
• Mac OSX (multiple versions); iOS (multiple versions)
• Android (multiple versions)
• VMware vSphere 5 - 5.5
• Citrix XenApp 5, XenApp 6
• C++; Java; JavaScript

PROFESSIONAL EXPERIENCE:

Confidential, King of Prussia, PA

Operational Support Lead, Linux Administrator

Responsibilities:

• Monitored and maintained server operability for DEV, APP, and Prod environments during datacenter migration project.
• Transferred NFS and Cifs data from vendor resources (Sungard) to new vendor medium (Rackspace) as per contract with vendor (Rackspace).
• Identified and resolved client incidents across DEV, APP, and PROD environments.
• Identified and resolved client incidents experiences across enterprise network, escalating issues to Desktop Support as required. All trouble tickets created and resolved in Jira.

Confidential, New Castle, DE

Engineer, Digital Video Support

Responsibilities:

• Performed complex analytical duties such as planning, development, testing, and evaluation of Confidential ’s CRAN network for such activities such as product launches, maintenances, plant consolidation and splits CMTS, IP and video platform operations.
• Measured volume and performance of network traffic; identified utilization and performance issues, designed and implemented strategies for network improvement across Confidential ’s IP and video network.
• Provided production support for capacity, utilization, reporting and tuning, across all product lines. Tested, monitored, and analyzed network to isolate outages across all product lines.
• Coordinated and managed customer enhancement requests, defect tracking, and incident management.
• Performed port turn ups/downs on CRAN aligned to the demark matrix. Developed changes and improvements in the network including re-routing of traffic.
• Maintained and supported all IP video delivery devices via web-based interfaces, Java tools, Oracle and SQL databases (i.e. CherryPickers, APEX, CAP1000, RPD's, OM-1000's, and NC-1500's, BMR, Prostream, etc.)

Confidential, Bristol, PA

Project Manager

Responsibilities:

• Directing the effective delivery of networks, development, and disaster recovery systems and processes.
• Led and coordinated the development of corporate infrastructure to ensure key business strategies and processes are supported by systems that enable growth and flexibility.
• Owned Desktop / Helpdesk support responsibilities, including the provisioning and maintaining of Windows and Mac laptops for all employees. This includes supporting corporate headquarters, as well as multiple satellite offices, both in the U.S. and internationally.
• Led IT Support team providing corporate IT services, including Active Directory administrations, email, system monitoring, backup and recovery, etc.
• Maintained corporate server infrastructure, including SAN, private server virtualization, and public cloud services (AWS).
• Prepared financial budgets and presented proposals for capital projects to senior executives.
• Implemented issue tracking system designed to improve and execute best practices and procedures across IT/IS landscape.
• Migrated organization from legacy Exchange environment to Office 365.

Confidential, Philadelphia, PA

Lab Technician, Lead

Responsibilities:

• Maintained working knowledge base of past Confidential (X1 and Legacy) issues and use that to effectively resolve Confidential issues arising from field, other CCP support teams, other development teams and the Confidential development/integration team
• Served as conduit between Development/Integration team and the operations team for Confidential technical issues
• Oversaw research, writing, and editing of documentation and technical requirements, including evaluation plans, test results, technical manuals, and formal recommendations and reports.
• Worked with Quality Assurance team to determine if applications fit specification and technical requirements.

Confidential, Horsham, PA

MOP Validation Engineer, Engineer

Responsibilities:

• Developed automated Java-based test tools to streamline redundant processed in the validation lifecycle.
• Established validation standards, develop Java and Oracle based testing protocols, prepare equipment, document test results and maintain records for later analysis. Coordinating findings and results with Dev/Hardware/Software Engineering teams for process updates and revisions, based on customer environments. Coordinated updates and revisions with MOP Dev team for MOP revision and test.
• Researched, developed and documented technical design specifications based on customer environments, databases, and test scripts.
• Coordinated cross team input (Dev/Software/Hardware Engineering teams) based on specific requirements from internal customer advocacy (Customer Program Managers).
• Provided systems operational support to all MSO customers (using RedHat Linux, Solaris, UNIX, Java, Oracle, and Windows).
• Responsible for the remote installation, service, support, upgrade, documentation, and management of all aspects of the digital headends and onsite Field Engineers.
• Extensive hands-on experience with multiple systems in a Digital Video Distribution System (DVDS), including EC, DAC, SDV Manager, VOD Management Systems, vSRM, eSRM, Edge QAMs, Modulators, etc.
• Provided operational and production support for Confidential products using, ut not limited to Java, Oracle, SQL such as DAC, IRT, SEM, RPD, ARPD, OM, NC1500, and various Settop models.