SUMMARY:

• Assists users and development and product teams to support all the issues surrounding the Test - build cloud resources and troubleshoot the large scale of distributed system enterprise networks utilizing established DEV/R&D, VMware, Cloud services procedures and Data Center (NOC) tools.
• Provide support in Deploying and troubleshooting network on public and private global regions to Developers & engineers assisting with Web portal events & conferences call handling Log and monitoring AWS public and production applications connectivity and basic administration support monitoring of MS 2008 R & 2012 R, and AWS, SQL CDN, VCS, VCP, APS server network connectivity.

TECHNICAL SKILLS:

Multi: platform IT/NOC operations Center in a large Multi-user installation that include client impacting issues =.

Familiarity with NETWORK MONITORING TOOLS: ITO - VPO, What s Up Gold, UP-Time, NNM-Cisco, BMC-PATROL, WIRESHARK, NAGIO S, HP-PROGNOSIS, WILY, IPPGUI, NMI, OPEN-VIEW, SMARTS, WEB-Viewpoint, SITE-SCAN and IBM OV TIVOLI System. Computing Microsoft Word/Excel, FTP-FILE-SERVER, SHARE-POINT/INTERNET/WEB and surfing URL s Online Applications. Other responsibilities worked day to day running production job on using IBM Z/OS, AS400, VAX, VMS, TSO, JES2, JOBTRAC, ISPF, JCL, MVS, Control-M, CA-7 and MAESTRO Scheduling systems, IBM-Laser printers, Performed E-Funds Advantage application, Connect Direct, ICE, Applications link monitoring systems Functions.

Familiarity with MS: Windows server 2007, 2008 R, 20112 R and Windows-10 Virtual Cloud servers and ability to troubleshoot fperform health check of cpu, memory, threshold, updates and deployment version CC, LCL CND issues and interacting with Developers Team.

Provided Daily, Weekly System Data Back: ups NET-BACKUP/VERITAS/OMNI-BACK,TANDEM Backup scheduler Systems, Storage-TEK SILO/ROBOTICS UNITS on UNIX/MFGPRO, NOVELL, IBM 3490 s, 3490 s, 3090 s, ES9000, OS/MVS/ESA, TEST & IPL/Mainframe Systems, Performed Disaster Recovery operations, Production, Certification and Development back Up s. Utilizing Microsoft products such as Windows 7, Windows 10, Outlook, Word, Excel, PowerPoint, Visio.

Working knowledge with TMS Library back up support and Tape inventory, incidents, SLA, ITIL processes and working with problem management team, analyzing incident data to service successful problem determination to customers. Interfaced with Customers, Technicians, service Contractors and Vendors.

Working knowledge with Several Ticketing Systems: PEREGRINE 6.1, IMPACT EXPLORER, SCC, CHG CONTROL, CENTER CLIENT, SERVICE MANAGER, SERVICE DESK, SERVICE NOW, CHG MANAGEMENT/REMEDY. SALESFORCE and JIRA.

Familiarity with NETWORK MONITORING TOOLS: Wire-shark, Solar-winds, SIEM, ITO - VPO, What s up Gold, Nagio s, UP-Time, NNM-Cisco, BMC-PATROL, HP-PROGNOSIS, WILY, IPPGUI, NMI, OPEN-VIEW, SMARTS, WEB-Viewpoint, SITE-SCAN and IBM OV TIVOLI System. Computing Microsoft Word/Excel, FTP, File-Net/SQL/EXCHANGE-FILE-SERVER, SHARE-POINT/INTERNET/WEB and surfing URL s Online Applications.

Ability to navigate within IBMUNIX: MVS, NET-BACKUP/VERITAS/OMNI-BACK, and TANDEM backup scheduler Systems, performed IBM TEST & IPL/LPAR Mainframe Systems.

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, CA

NOC Operations Technician

• Provide 1st Level Nefsis/Omnijoin Global Data Center Cloud Operation network support working in a rotating schedule in a 24/7 environment. Supporting the network infrastructure to end users and stockholders and maintain high quality of service of Omnijoin Network Cloud Services and local Remote Connectivity to VMware, Windows 2k8 & 2k12 server systems and monitor network cloud operations in data center using data center tools and utilities, procedures provided by the NOC department.
• Managed and monitor, identify issues, take corrective actions and document all incidents in the Sales Force, Jira ticketing system. Acted as Liaison to Developers and Engineers, Administrators with new Software, updates, releases and support basic routine maintenance on cloud servers,
• Day to Day responsibilities include monitoring network to ensure network 100% uptime to users and engineers regenerating performance reports, and research topics related to the proprietary cloud server services in OmniJoin cloud and take corrective action of performance degradation. and escalate to appropriate support level on-call personnel. Followed SLA's & ITIL procedures of the Company.
• Assisted and performed routine patch maintenance on servers in the OmniJoin cloud and generate performance and load on the OmniJoin network. Running scripts processing, gripping logs, Error logs, Event logs create folder copy & paste issues and troubleshoot clouds errors.
• Worked with third-party datacenters staff and major internet backbone providers, identifying, resolving global customer affected network, hardware and software issues in a timely manner and accordance with fault escalation standards of NOC event management ITIL procedures.
• Analyzed Virtual server environment and network applications problem situations by reviewing isolated incidences, events oversee and research topics related with OmniJoin network operations that will impact the quality of the Omnijoin Cloud service and end user.
• Knowledge of distributed systems providing basic TCP/IP, DNS technologies and other internet protocols and NOC software tool: Net-Crunch, Network Atlas, utilizing ping, Trace route, NS lookup, DIG, Net-stat, etc. Troubleshooting mainly Windows 2008 & 2012 R servers, Windows desktop and laptop using basic Linux and Unix Command line utilities and monitor servers in a Cloud environment.
• Maintained good time management and priorities skills with self-motivation and ability to learn new technology and work with a team or with minimal supervision.
• Executed daily shift tasks Check list and Shift reports to incoming shift and supported Data Center(NOC) role work load during non-business hours.

Confidential, Buena Park, CA

NOC Tech Operator (Temporary)

• Provided remote technical Data Center computer operations administrative support for problem determination to resolution of hardware online/Offline problem situations for 24x7x365 Network Operations Center.
• Day to Day responsibilities, Identified production related issues and incidents and all monitoring systems detection of hardware/software applications and performance degradation and availability of uptime.
• Performed day-to-day quality service to customers by monitoring and manipulating production batch for AS/400 IBM Z/OS, UNIX and SAP, MS-Windows systems to support 100% uptime availability and provide Systems Backup support in the Command Center.
• Provided data enterprise storage network support operations status utilizing monitoring tools troubleshoots performance and latency issues on network Nodes, TCP/IP’s, protocols, web-sites (URL’s), and Assisted in upgrades and testing of software/hardware products used by the department.
• Provided support on routing issues, generated Incident trouble tickets, change management and escalated network issues according to SLA’s and company documents. Worked with Applications, Problem Management Teams to recover and restoring service ASAP from network production batch failures.
• Oversaw and supported server and network environment platforms of IBM AS/400 Mainframe, Unix Microsoft based OS, SAP, SQL databases, DMWare, VMWare and storage network equipment.
• Ensure maximum uptime of all monitored and hosted system sites and Cisco products TCP/IP, LAN-WAN local and outside customer sites connectivity issues. Confidential applications using standard Solar-Winds, HP OpenView,Uptime,What’s-Up,Prognosis,Web-Tomcat/Tivoli/Net-Cool/SQL SAP connections for specifics events or thresholds to trigger and generate a fault.
• Day to Day responsibilities running daily & nightly IT/NOC Health Checks list included monitoring network using basic Nagios, Cisco IOstats and job streams in AS/400-JOBTRAC and submit jobs and ADHOC requests for updates on technical related issues.
• Performed TMS/SILO Library functions, rotate magnetic tape media, for the IBM/Unix, NT-server backup operations, interfacing with Vaulting vendors and update logs as needed.
• Served as Liaison with Admins, programmers to schedule. Plan, performance of administrative tasks according to Company documents and meet business needs.
• Provided IBM/Unix user support, add reset password on both to onsite/remote support for business critical Confidential applications using standard Solar Winds Uptime, What’s-Up Gold, Web-Tomcat/Tivoli/Net-Cool/SQL SAP production, connections for specifics events or thresholds to trigger and generate a fault.
• Supported essential duties with little or no supervision on Daily Health-check maintenance of network backups and private network Security and server maintenance and ensure Operations remains in compliance with NOC/Data Center controls.
• Provided detail shift turnovers of outstanding problems, procedural changes and maintenance issues to the oncoming shift.

Confidential , Houston, TX

Senior IT Computer Operations Analyst III

• Provided 1st, 2nd level Global Data Center support for problem determination to resolution of online/Offline problem situations, day-to-day quality service to customers by monitoring all DISCOVER systems to support 100% uptime availability in the Command Center. Served, as a liaison between Pulse business areas to resolve network connectivity and production issues, and meet business needs.
• Assisted Security Network Switch/Processors network in the determination root-cause to resolution. Interacted with 3rd level support for problem on the NT Switch Processors trouble-shooting and escalation to appropriate support level Administrators, programmers and stockholders on-call Personnel.
• Analyzed problem situations by reviewing Audits, Statmon, Database, etc. First Global point of contact in providing system support to users in a timely Manner and accurate communication via email to business and technology Partners, which includes a problem description, ETA for recovery, and Transaction impact.
• Created the daily ACH & Settlement reports via Word/MS-Excel for account executives of the previous day’s events and oversee monitoring effectively of Service Now and Incident Management process, documented tickets in accordance of Discover policy and ITIL standards and Job Transaction Processing & Offline Batch Settlement banking procedures.
• Provided 1st basic Office365 and Windows 10 line user support, add reset password and troubleshoot, monitor applications day to day both onsite/remote support for business critical PULSEVIEW applications using standard Discover Prognosis, Web-Tomcat/Tivoli/NetCool/SQL connections for specifics security events or thresholds to trigger, generate a fault.
• Participated and discuss incident assessment in Fail over testing, Disaster Recovery and other readiness efforts. Communicated with technology teams, vendor, help-desk support and CE’s on regular basis and provided TIER I resources to resolve service disruption, and degradations issues.
• Served as liaison with Dev-Ops, R&D team, Unix-Ops, Cert-Ops Teams, Admins an engineers in Upgrade and Deployments and maintain update software application performance and monitor Errors on NETwork Atlas,Nefisis consoles, Keynote, Wily, Prognosis Real Time, monitoring network applications.
• Supported banking applications availability target 99.999%, and VMware virtualization Cloud servers and Network infrastructure proactively monitored on Windows 10 GUI, URL’s and Web Dash Portal applications such as: FX, DVB2, Web-View Point, JVM metrics, IPP-Concourse and network NMM, MOMCOM Alert monitoring ATM-Switch applications.
• Supported and served as Liaison programmers, vendors of critical application in Secure CRT, UNIX, Windows 10 and Oracle PSU, Linux SQL metrics applications services such as: Memory free/used, memory pages/utilization, Disk overall or individual utilization, Disk I/O, CPU Utilization by JVM cores, interrupts and context switches.
• Performed daily Tandem/IBM/UNIX console duties for Houston, River-woods & New Albany Systems, responding to abnormalities on Alert Systems HP-OV, SWITCH/NMI, TIVOLI, DBV2, TANDEM and AS/400/CA-7 that could potentially impact settlement processing.
• Assisted and performed weekly WINDOWS 7, 10 basic troubleshooting, updates, downloads new versions using windows tools and services on Laptop & servers, standard monitoring, upgrades and deployments of Private and Public Cloud services on VMware, CDN, VCS,APS cloud servers connections for specifics events or thresholds to trigger, generate a fault.
• Telnet testing, Tandem Swap-Roll DB installations refresh processes on FTP/FTPS applications and overall field readiness of project managers on IBM/Mainframe/UNIX Enterprise systems applications and swap-roll database changes and batch production processing through using Data Center tools.
• Ensured, monitored Global users on NOC Tech handoffs, IP installations to successful execution/completion. Provided daily, nightly IPP/ACH/FTP file transmissions service reports and perform file Re-transmissions restarts on all ACH/FTP failed files when necessary and Disaster Recovery environments.
• Placed Global/Internal calls, coordinate Security Events, Incidents, Change, Problem etc. with internal teams on ATM, SWITCH alarms, System messages that could indicate a failure and performed problem escalation to appropriate DISCOVER support technology team, stock holders. Monitoring all production via CA7, Auto-sys applications and changes. Managing Service Now, Jira trouble ticket queue and Incident management according to ITIL procedures and SLA’s reporting.
• Provided detailed shift turnovers of outstanding problems, procedural changes and maintenance update issues to the oncoming shift.

Confidential, Houston, TX

On Call/Field Tech-Support (Independent Contractor)

• Field Tech-Support for TekServe POS and managed, supported service customer calls request, ticketing System working independently with little supervision.
• Reported to Mission Control to escalate any IBM, Hewlett Packard hardware issues while onsite to PM team.
• Performed Retail Stores site Printers, PC’s, server survey to complete the POS server install and prepare for memory upgrades or hard drives on All PC’s and general maintenance POS equipment.

Confidential, Houston, TX

NOC/SOC Operations Analyst

• Recorded, received phone calls from Global customers, tracking with Service Center Trouble ticketing system; Support and troubleshoot 1st,2nd level issues to Global security network problems, Provided security analytical support at the Security Operations Center.
• Provided NOC support to various remote Hub locations issues & Internal/External Notifications regarding fault status in accordance with fault escalation standard document and performing Help desk procedures.
• Responsibilities included that all SIEM critical alerts Assess, search, resolved all security events, Processors and Daily logs, file transfers and computer security Systems are monitored.
• Monitored, supported and managed security server, applications troubleshoot and validate the performance functionality of associated application, desktops, servers, network routers and switches.
• Interfaced with Customers, Technicians, service Contractors and Vendors Daily and maintained all Service-Now ticket documentation, procedures and client, vendor information. Assisted support for all Shell Canada Daily Refresh FTP reports processing for updates and status on the Credit Card transactions.
• Worked on Distributed Systems (UNIX and NT based Systems) Utilizing Tandem/VSAT, Base24, TACL (Tandem) System commands procedure utilizing various databases such as: Siebel, prognosis, EMS, Network / Logger monitoring messaging systems and DNS, DHCP, print services.
• Provided, manage Incident Management process, Input incident data analyzed, identifications of trends vulneravities with IT teams and Vendor CE’s to ensure continues follow up on SLA, RFO problem resolution.
• Responsible for critical Outages Determination, monitoring EMS systems and responds to alerts/outages when problems occur in the Retail CC Network server room, Open conference bridge call with administrational remote support on private networks teams, clients Routers, Switches, Hubs and Systems performance and providing detail, concise information on availability and up time.
• Executed a daily shift task checklist, Prepared daily logs, update monthly audit Client management reports, Maintained Operator’s Manual and supported NOC/Data Center role during non-business hours.
• Monitored all aspects of Systems/Network Infrastructure and analyzed, resolved end user hardware, software and connectivity issues.
• Resolved connectivity issues such as: LAN, WAN, VPN, MPLS, ATM, Server Web/Database/Application hosting in an enterprise-computing environment and NSOC management. Generating trouble tickets in Service Desk and Service Now ticketing systems.
• Responded to SIEM alarms gather security information, detect suspicious behavior before they became a breach in accordance with Company procedures and document support incident management issues and resolutions to end-users satisfaction.
• Identified and escalated situations requiring urgent attention and Compose accurate, informative and timely Network outage and service bulletin notifications or redirected the problems to appropriate resource.
• Performed and supported Daily check maintenance of network backups and private network Security and server maintenance…per Admins instructions.
• Duties included Microsoft server administrational remote, support network monitoring, routers, switches, hubs and systems (performance, capacity, availability and up time) Working with Backup Solutions and facilities management support for all critical alerts.
• Oriented and trained new employees on Network monitoring troubleshooting, and help with the NOC General Process Flow of the Houston and Mexico NOC process.

Confidential, Houston, TX.

Senior IT Network Operation Specialist

• Supported all incoming calls in the Command Control Center/Help Desk environment providing 1st, 2nd level in the Global IT-NOC infrastructure and operations.
• Performed surveillance on security Incident Event Management support to vendor, client security Network services details at BMC and responsible for high-level network outages in Security operations Support of Global, Divisions delivered in accordance with standard NOC Event Management ITIL Procedures and CISCO, SWITCH troubleshoot followed strict IT security policies.
• Familiarity with existing infrastructure and able to respond to technical outages with rapid response and handle trouble calls as the first point of contact within SLA guidelines. Provided basic functions via SAP-TMSServices through web client internet browser utilities.
• Provided & assisted Internal/external resources notifications regarding Incident Management Remedy tickets for fault issues in accordance with fault escalation/SLA and ITL standard document.
• Assisted as the security administrator for Pulse Network supporting users Global and local with: New user request updating/deleting user security and password resets.
• Responsible for updating and creating new SOP, for all physical Equipment Inventory (Racks, Devices, Servers, Routers, floor mounted equipment) and maintain accurate and complete inventory change requests (ICR’s) and assisted internal users with their software or hardware issues.
• Managed STK/TSM Library inventory, removing full backup tapes using BAR CODE/SCANNER. Support/monitor and control NDM files, DNS, DHCP, performed SAN/NAS storage NT backups for the daily, weekly monthly movement and Print reports. Preparing tapes and SERVERS for shipment to the secure off-site storage facility.
• Served as liaison with Customers, Technicians, Service Contractors and Vendors Daily the Technical Support group to respond to computer hardware Problems and provide data consulting services, troubleshoot Applications hosted by 3rd party carriers and resolve issues.
• Performed console operations on UNIX/AIX,IBM 3990’s/ISPF,SDSF,MVS/zOS, Windows 2000 Server, IBM AS400, ISeries, R&D servers, Network issues relating to TCP/IP Host Monitor, VPN, LAN/WAN, WEB-APPS issues and Password reset services to Global users.
• Supported Trade floor for Rack up hardware installation and software issues during business hours. Also was the main contact for floor outages, reboot servers and network issues 24x7 and maintained logs and prepares detailed reports following an established format, indicating discrepancies, events outages.
• Assisted programmers and systems Admins in IBM AS/400 & MAINFRAME IPL procedures, running Production jobs from JCL/CA7 Scheduler and testing.
• Operated peripheral equipment, which includes mounting media on respective devices and preparing reports on SIEBEL for incoming & outgoing jobs.

Confidential, Houston, TX

IT NOC Computer Operations Specialist lll

• Supported Global Data Center remote problem resolution, gathering, communicating/informs to appropriate personnel, and ensuring user and business needs are met across all platforms and maintained ownership of trouble tickets until problem is resolved.
• Knowledge of Distributed Systems (UNIX and NT based Systems); Backup strategies Software products-Familiarity with administration tools and Unix/NT/IBM-MAINFRAME operating system Command structures.
• Provided Call Center/Helpdesk support, customer service. Basic Cisco (networking), Troubleshooting, diagnosing and solving the network Using HP Open View, NNM. CS-SM ticketing system to resolve connectivity issues such as: LAN-WAN, VPN, MPLS, ATM, DSL, DSO’s, Frame-Relay and support services/Web/Database/Application ITMS.
• Monitored and validate the functionality of IT supported applications, Batch processing, Hardware Troubleshooting Network on NT-SERVERS, JES2/MVS, DOS, OS, UNIX/MFGPRO, SAP, JSC-MAESTRO/OMNIBACK followed by strict IT security policies. Submitted batch jobs Production, Data Control issues & Backups, restores Schedulers on UNIX MFGPRO/JSC-MAESTRO/OMNIBACK/CA-7 Scheduler and HP Openview ITO, HVAC, IBM systems and Monitor, identify, escalate and Logging/tracking of problems accordingly to documented procedures.
• Performed SAP Transactions & statistics on PC1/PH1, and PS2/PR3 SQL/ORACLE database processing.
• Worked day to day running production job on using IBM Z/OS, AS400, VAX, VMS, TSO, JES2, ISPF, JCL, MVS, Control-M, CA-7 Scheduling system, REMEDY, IBM-Laser printers, HP UNIX systems. Performed E-Funds Advantage application, SCF, CMI Connect Direct, ICE, Applications link monitoring other systems Functions.
• Supported and maintained In/Out Inventory documenting servers help Rack up and Decommissioned Hardware installation in the server room.