SUMMARY:

IT professional experienced working in a variety of technology units including operations, infrastructure and support. Skills include networking (LAN/WAN), Telephony/VoIP, Windows client/server, and datacenter. Knowledge includes various network protocols including ACLs, VLANs, STP, EIGRP/OSPF and NAT. Other experience includes installing, configuring and troubleshooting servers and network equipment. Background includes support experience with client/server environments, LAN/WAN networks and remote/mobile computing. Additional talent includes managing projects, documentation, troubleshooting, change control and root cause analysis.

SKILLS HIGHLIGHTS:

• Vendor management, including telecommunications, HW/SW and service providers
• Ticketing systems include Service Now, Remedy, Heat, Magic, Confidential and Track IT
• CLI and GUI - based remote tools such as RDP, VNC, WebEx, SecureCRT and PuTTY
• Network and VoIP experience (OSI Model, CUCM / CUC / IM&P, Confidential IOS, and TAC)
• Active Directory MAC, Windows services and Windows administrative tools
• Home network includes Windows Server 2012, VMWare Server ESXI, Confidential CUCM/CUC/IM&P virtual servers, Confidential routers (2801, 2811, 2901 and 2911), ASA firewall 5510, switches (2960, 3550), and computers including Win10 Pro, Win 8.1Pro, Win7 Pro and MacBook Pro.

PROFESSIONAL EXPERIENCE:

Confidential

Systems Technician, Novi, MI

Responsibilities:

• As a member of the Software Engineering group, responsibilities include support of materials management (ex: luggage) systems for multiple airports, as well as shipping companies and other retailers.
• Site builds typically consist of HP ProLiant DL380 or Dell PowerEdge redundant rack mounted blade servers using iLO/iDRAC and RAID5.
• Networks include Confidential switches (2960x, 3650, 3850, SG350, SG550), routers (1941, 1101, 4331) and associated hardware (GBICs / SFPs, NIMs, WICs, fiber, copper, etc).
• Networks are configured for management (SNMP), layer 3 routing, VLANs, stacking, VTP, EtherChannel, trunking, portfast, etc.
• Connected/static routes, EIGRP/OSPF and ACL filtering are also used. Stratus EverRun, and VMWare ESXi hypervisors are used for most VM’s. Operating systems include Server 2008/2012/2016 and Windows 7/10.
• Network maintenance tasks include upgrading sites eol switches to 2960x, 3850 or 9300 stacked switches. Remote Desktop Connection Manager is used for RDP access to client servers and Ipswitch WhatsUp Gold is used for SNMP network monitoring. Domain administration tasks include AD, DNS, DHCP, Print server, Group Policy, Radius, etc. Backups managed using Veritas Backup Exec and AV administered using Symantec Endpoint Protection Manager
• Health checks performed to evaluate event logs, system logs, system uptimes, disk space, memory usage, Windows updates, Symantec logs, firmware versions, etc. Tools include MS Office, Visio, Remote Desktop Manager, Wireshark and PUTTy for SSH access to remote devices.

Confidential

Flagstar Bank Telecommunications Administrator, Troy, MI

Responsibilities:

• Environment consisted of an LDAP-integrated VoIP network managed via CLI, GUI, Vsphere client 5.5 and RDP. VoIP cluster included Confidential /DR locations with redundant CUCM, CUC, IM&P, HA 3900 CUBE router pairs connected to AT&T SIP trunks & Windows 2008/2012 UCCE Servers. Work included troubleshooting 69xx, 79xx, 88xx phones, MAC, backups, failover testing, TF / DID configuration, etc.
• Ordered primary/backup circuits, network racks, patch panels, UPS, etc for site builds/moves. Configured phone numbers into CUBE routers and configured sites, DID’s, phones and users into CUCM/CUC. Other projects included upgrading certificates on VoIP cluster, working with vendors via RFP to upgrade cell booster solution in data center, switching vendors for call data reporting and implementation of Alertus emergency mass notification for all company phones.
• Change management work included writing/scheduling changes, test plans, back out plans, maintenance windows, etc. and then presenting to weekly CAB/CCB for review/approval in production. Miscellaneous tasks include vendor management (eGain, Telemate, Impact, Plantronics, MBM, CDW, Confidential, AT&T, Comcast, etc) and documentation. Incident, Task and Problem tickets managed via Service Now. Tools included Windows, Outlook, Jabber, Webex, Office, Visio, etc.

Confidential

Service Delivery/Network Engineer, Troy, MI

Responsibilities:

• Managed branch network including branch equipment Confidential ISR’s (2901, 2911, 4331) running EIGRP and DHCP. Associated HW includes POE, 8/16/24 port WICs/NIMs and 2960X/3550 switches as well as Confidential Meraki AP’s and Cradle Point (4G wireless WAN failover). Configured ACLs to limit access to branch routers (inbound) and to allow vendor applications port-based access (outbound). Provided MAC user support for CUCM/CUC VoIP phone system across 2 HQ office locations. Network was comprised of 2 CUCM servers per site (1pub/3sub) and 1 Unity server per site (1pub/1sub).
• Managed public/private IPV4 addressing for branches, configured/shipped ship routers for ongoing router upgrades and break/fix. Connected to branch routers via console/PuTTY for support. Worked with Telco’s to troubleshoot circuits (Comcast, Verizon, Cox, Frontier, Century Link, etc.) Monitoring tools included AVG and PRTG. Solar Winds NCM used to report on hardware, IOS versions and device uptime as well as confirm/verify configurations. Additional reports were run in PRTG for sites experiencing packet loss, performance degradation and/or outages. Perform Layer 1-3 troubleshooting with branches and escalated to ISP for circuit testing and/or dispatch.
• Created parts and budget estimations for hardware acquisitions related to lifecycle replacement projects (router upgrades, port expansions, wireless backup, etc.) Incidents, requests and assets managed via Service Now.

Confidential

Client Technologies Technician, Camas, WA

Responsibilities:

• Image and configure laptops, desktops and tablets using SCCM front end build tool (Win7/8 x64) across the network via PXE boot or using lite touch via USB
• Use SCCM 2007/2012 to run advertisements, view/add collections and collection memberships, monitor and troubleshoot pushes, etc.
• Additional support for TCP/IP and network printing, bandwidth monitoring (Solar Winds Orion), Confidential IP Communicator, MS Office (2010, 2013), Lync (2010, 2013) and per-site file/print server support
• Users/computers in multiple domains managed via MMC console with ADUC for each domain
• Project work includes hardware/software refreshes, moves and rack mounting server and network equipment.
• Incidents tracked through Remedy (ITSM). Knowledge Base used was Remedy (RKM). Projects tracked through Tenrox and Planview.

Confidential

Support Engineer, Portland, OR

Responsibilities:

• 3-month contract with extensions was to provide enterprise support for 4500 North American employees including application and device support, configuration and troubleshooting.
• Work included configuration of 600 laptops across North American enterprise with Microsoft Bitlocker encryption. SCCM 2012 was used to create device queries to determine HW compatibility for encryption.
• Network events and bandwidth utilization were monitored via Solar Winds Orion. Confidential VPN Client supported for remote workers.
• End user voicemail administered via Confidential Unity Messaging.

Confidential

Network Technician, Irvine, CA

Responsibilities:

• Support provided for 1750 Windows7 users distributed across 100 branch and office locations across California.
• Users, computers, groups managed using Active Directory. Multiple Windows Server 2003/2008 and Exchange 2003/2010 servers supported across enterprise.
• Administration included issue troubleshooting, user/computer move/add/changes, monthly Windows server updates, and Spam/Quarantine email server administration (Proofpoint/Postini/Trend).
• Netflow Analyzer used to monitor bandwidth utilization across multiple sites.
• Confidential NAC client used to authenticate devices on network. Branch conversion projects were completed when other banks were acquired.
• Typical conversion project work included racking preconfigured router, switch and UPS as well as patch cabling PC’s, printers and Confidential IP phones.
• End user voicemail administered using Confidential Unity Messaging. Confidential VPN Client supported for remote workers.

Confidential

Network Engineer, Tempe, AZ

Responsibilities:

• Hosted datacenter company consisted of 6 enterprise datacenters, owned and operated by Confidential Technologies.
• Support provided for multiple customers and their network infrastructure. Work included moves within and between datacenters (ex: rack mounted server/router/ switch), changes, capacity planning, and troubleshooting (ex: firewall packet capture).
• Network troubleshooting also provided for vendor-related circuit issues. Learned and became SME for RSA VPN token administration via RSA Server Console interfaced with Confidential Secure ACS.
• Typical workflow involved managing outages, scheduled changes during scheduled and emergency change windows and disaster recovery testing.
• Participated in rotating oncall and engaged 24/7 NOC as needed.
• RDP’d to Server 2003/2008 used for datacenter access (routers, switches, firewalls) and RSA server administration.
• Configured change management tickets through ITIL based asset management system ( Confidential ) and CMB to ensure that client IT assets were appropriately tracked and managed throughout their lifecycle.