KEY COMPETENCIES:

• Installation and Configuration
• Operation Monitoring
• Repairing
• Systems Analysis
• Critical Thinking
• Troubleshooting
• End - User Support
• LAN/WAN Support
• Information Security
• LAN/WAN Configuration

PROFESSIONAL EXPERIENCE:

NETWORK SUPPORT TECH

Confidential

Responsibilities:

• Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Troubleshoot and gather additional information required for escalation to other support teams and document all case details.
• Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.
• Takes responsibility for handling incidents and following them through to escalation or resolution.
• Alerts appropriate parties of network problems and works diligently to resolve.
• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.
• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.
• Document all actions in accordance with standard company policies and procedures.
• Notify customer and third-party service providers of issues, outages and remediation status.
• Work with internal and external technical and service teams to create and/or update knowledge base articles.
• Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.).
• Troubleshoot PC, printer, and application problems and resolve them in a timely manner.
• Provide support to remote field technicians.
• Responsible for creating and maintaining access badges for multiple sites.
• Responsible for managing antivirus for enterprise workstations.
• Document IT Processes to be used as training materials and how to guides.
• Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.

NETWORK CONTROL TECHNICIAN

Confidential

Responsibilities:

• This position will be the NOC operator position supporting the PA-Star/Net NOC operations.
• NOC Technicians are primarily responsible for monitoring the infrastructure of a statewide radio
• System consisting of point-to-point microwave radios, 800 MHz LMR base stations, routers, switches, Solaris servers, DC power plants, and various environmental systems.
• Monitors the PA-STARNet system via several different network monitoring systems.
• Provide incident and service management via ServiceNow, site access logging, remote diagnostics, and repair of infrastructure equipment
• Analyzes and remotely troubleshoots any failures and dispatches the appropriate personnel when needed.

NOC ENGINEER

Confidential

Responsibilities:

• Deals with more telecom networking issues.
• Responsible for Voice (VoIP) services and deal with multiple carriers
• Assist in developing and documenting Standard Operating Procedures for making network changes
• Ability to debug hardware and software system level problems in a multi-vendor IP environment IP networking concepts including switching, and routing, LAN/WAN protocols and typologies
• Working with WiFi Networking, Controllers, Access Points and, network manager tools such as Spectrum, Metasolv, MetroWatch,Putty and many other diagnostic networking tools

IT Support Analyst

Confidential

Responsibilities:

• Provided technical support to end users including support for hardware, printing, eCenter, Track + applications and all users - employees, clients, providers and contractors.
• Provided Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).
• Logged all incidents reported via telephone, email or voice mail.
• Attempts to troubleshoot and resolve all incidents reported to the Help Desk.
• Distributes and dispatches incidents to the appropriate support groups as needed.
• Ensured timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
• Conducted first level support using documented procedures and available system tools.
• Coordinated and tracks all system level production down resolution as necessary per documented procedures.
• Administers IDs, passwords and security rights for all internally developed web-based systems.
• Provided support for remote users (VPN and other connectivity issues)
• Documented processes and procedures as required.
• Provide a high level of support with a customer first attitude.
• Applied a high sense of urgency to all tasks and met deadlines.
• Communicated effectively verbally, in writing, and fluently in English.
• Provide a high level of problem solving and technical troubleshooting skills.
• Communicated technology into business terms with customers at all levels.
• Actively collaborate with vendors and other support teams for problem resolution.
• Analyzed information and use logic and process to address work-related issues and problems.
• Perform well in a team environment and independently to achieve business goals.
• Averaged manual dexterity work in use of a PC, phone, sorting, filing and other office machines.
• Maintained and secured sensitive/confidential information.
• Work proficiently with Microsoft Word, and Excel
• Working knowledge of HIPAA privacy and Security rules.

IT Support Analyst

Confidential

Responsibilities:

• Provided technical support to end users including support for hardware, printing, eCenter, Track + applications and all users - employees, clients, providers and contractors.
• Provided Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).
• Logged all incidents reported via telephone, email or voice mail.
• Attempts to troubleshoot and resolve all incidents reported to the Help Desk.
• Distributes and dispatches incidents to the appropriate support groups as needed.
• Ensured timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
• Conducted first level support using documented procedures and available system tools.
• Coordinated and tracks all system level production down resolution as necessary per documented procedures.
• Administers IDs, passwords and security rights for all internally developed web-based systems.
• Provided support for remote users (VPN and other connectivity issues)
• Documented processes and procedures as required.
• Provide a high level of support with a customer first attitude.
• Applied a high sense of urgency to all tasks and met deadlines.
• Communicated effectively verbally, in writing, and fluently in English.
• Provide a high level of problem solving and technical troubleshooting skills.
• Communicated technology into business terms with customers at all levels.
• Actively collaborate with vendors and other support teams for problem resolution.
• Analyzed information and use logic and process to address work-related issues and problems.
• Perform well in a team environment and independently to achieve business goals.
• Averaged manual dexterity work in use of a PC, phone, sorting, filing and other office machines.
• Maintained and secured sensitive/confidential information.
• Work proficiently with Microsoft Word, and Excel
• Working knowledge of HIPAA privacy and Security rules.

Help Desk Level 2/Desktop Support

Confidential

Responsibilities:

• First level Aloha POS installs and support
• ADP support
• Bob Vila Diagram (Proplans) install and configuration
• BPC configuration issues
• Cater Plus (Club Cater) installs and configuration
• Java installs
• Lotus Notes troubleshooting and installs
• Zimbra support and password resets
• MAP (Member Access Process) support
• Oracle password resets and printer setup
• Local and network printer setup and troubleshooting
• Prophetline POS first level support
• ProspectPro supports
• Tee-Sheets configurations and support
• Vista Plus support
• P-Card (Pathway Net) password resets
• Windows Active Directory configurations and password resets
• Microsoft Product knowledge (Microsoft Office (versions 97 thru 2010) and, Windows, XP, and Windows 7)
• Remote Desktop experience
• Desktop support including troubleshooting and imaging
• Network troubleshooting and diagnosis of routers, switches, servers, and access points
• Work with Manage Engine Service Desk Plus ticketing system
• Image workstations with Dell KACE

Help Desk Analyst

Confidential

Responsibilities:

• Trouble shooting VPN and RSA token issue
• Troubleshoot Online Scoring Network Issue
• Password resets for Windows, and Mainframe
• Troubleshooting printer issues
• Work with Citrix XenApp, RD Web Access, and Oracle Identity Manager
• Troubleshoot Microsoft Online Services and Office 365 issues
• Work with posting SMARTS and Keynotes alerts and contacting on call technicians
• Troubleshooting wired and wireless networks
• Troubleshoot PeopleSoft Issues
• Troubleshooting VOIP and wireless devices
• Escalating tickets to appropriate groups
• Troubleshooting SharePoint issues
• Use USD & Remedy ticketing Knowledge Tool
• Working with VIP customers
• Use RSA Administration to enable, disable, and verify token usage
• Working with and escalations in WAN Server and Network issues

Technical Advisor

Confidential

Responsibilities:

• Troubleshooting Firewalls for corporate customer, and government agencies
• Troubleshoot UTM, Power-1, Provider-1and Edge hardware
• Troubleshooting Linux, Microsoft, VPN client, SPLAT along with other software.
• Troubleshooting Endpoint products
• Check Point Certified Endpoint Expert
• Use cpifo and other tools to read logs provided by customers
• Use FTP and SFTP for sending and receiving files from customers
• Use debug logs to diagnose customer issue
• Use VM Workstation and VSX lab manager to lab out customer issues
• Use Putty for connection and configuration of firewalls
• Use wiresshark and other packet sniffing programs to analysis network traffic
• Work closely with escalations, and R & D in resolving customer issues