SUMMARY:

• Over 10 years monitoring and resolving a wide variety of issues and using analytics in an operational setting.
• Automated monitoring and problem resolution, saving the company 12,480 man hours per year while increasing overall up time and maintainability.
• Strong interpersonal & relationship building.
• Enjoy working in collaborative a team environment, which may be local, global, virtual, or multifunctional.
• Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes.
• Independent and collaborative decision making.
• Skilled Confidential identifying and implementing process improvements.
• High level of proactive initiative, effort and commitment to ensure greatest value to business and customers.
• Ability to apply changes to current information technology infrastructure under minimal supervision.
• Deep understanding of diverse infrastructure components and operating systems and the ability to troubleshoot those environments.
• Strong analytical and documentation skills.
• Proficiency with ITIL methodology.
• Proven ability to work in tight deadlines and the ability to maintain focus while under pressure.
• Problem solving and root cause identification skills.
• Excellent attention to detail and organizational skills.
• Able to work effectively Confidential all levels in an organization.
• Administrator level experience with software monitoring tools like BMC Remedy, Solarwinds, HP Openview, Network Node Manager, HP OVO, HP OpenView, Sitescope, BAC, HP Service Desk, HP Active Directory, CA Spectrum, Alertsite, Netbackup.
• HP OVO Agent Experience with troubleshooting, installation and configuration on Windows servers.
• Experience tracking reports for monthly metrics (Crystal Reports) and support documentation.
• Experience on server operating systems, security, active directory and remote access.
• Working knowledge of relevant technologies (e.g., Windows and UNIX platforms, voice and data networks, LAN/WAN, security infrastructure, etc.) and Cable industry services delivered by this platform (Cable TV, VOIP, Broadband Internet, Video on Demand etc.).
• Knowledge of general enterprise - level Cisco-based networks.

TECHNICAL SKILLS:

Programs: MS Office suite including MS Access development and SharePoint Administration, AS400, HP Open View, HP OVO, Network Node Manager, HP Sitescope, HP BAC, Crystal Reports including report development, Maestro Composer, IP Control, Cisco Network Registrar (CNR), Remedy BMC, CA Spectrum, Alertsite, CA Service desk, Xmatters, BigFix Enterprise

Language Programs: C++, Java, SQL

Operating Systems: Windows Server, DOS, UNIX, Aix, Linux, Solaris.

Foreign Languages Skills: Spanish, English

PROFESSIONAL EXPERIENCE:

Confidential

ECC Incident Manager

Responsibilities:

• Responsible for resolution of large scale incidents, root cause analysis, problem management, along with general reporting and alerting setup and maintenance.
• Successfully administration and utilization of monitoring software (Pingdom, Solarwinds) to identify and proactively correct infrastructure issues before they impacted production.
• Directed all IT infrastructure personnel through high-severity, mission-critical outages.
• Provide ultimate ownership and responsibility for end to end Management activities for all Severity 1, 2 & 3 incidents.
• Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
• Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.
• Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root-cause of issues by analyzing incidents and trends .
• Participate in 24x7 on call rotation.

Confidential

Data Center Operations Analyst

Responsibilities:

• Monitor and maintain all production systems, assigned incidents and changes using CA Unicenter/CA Spectrum, Alertsite or similar Enterprise Monitoring Tools.
• Infrastructure monitoring of Mainframe, UNIX, Linux, Windows & Database.
• Monitoring incident queues taking ownership for troubleshooting and resolving issues within the datacenter as required.
• Perform Data Center event monitoring, analysis, setup, coordination, and resolution/escalation of incidents. Log Analysis for NetBackup, UNIX, AS400 and Windows servers.
• Perform system monitoring, capacity, patch and performance management.
• Peer training between different data center locations.
• Implementation of xMatters (alerting software) helping the team resolve issues faster and increasing productivity by reducing the escalation and overall time to resolution.

Confidential

NOC Analyst Change Management

Responsibilities:

• Responsible for evaluate all change management process analyzing all request for change prior to the approval and scheduling.
• Creating and managing the overall communications plan and execution.
• Provided risk analysis on major implementations and "pushed back" when risk levels were exceeded.
• Executed software integration and assisted with reengineering of change processes and management requests.
• Served as the SharePoint administrator for the Business Transformation and Integration business unit.
• Responsible for handling assignments to the NOC Operators, coaching and monitoring staff activity.
• Identifying, defining, and sequencing tasks that must be performed to accomplish the change according to ITIL procedures.

Confidential

Data Center Monitoring Specialist / Event Management Specialist

Responsibilities:

• Responsible for the overall health of enterprise monitoring tools and infrastructure such as: HP Business Service Management, HP Business Process Monitor, HP Sitescope, HP Operations Manager Window I, HP Real User Monitor, HP Operations Manager, HP Network Node Manager, Orion Solarwinds.
• Performed product evaluations and make product recommendations.
• Actively involved in event messages analysis, modifying monitoring thresholds, administrating duties such as adding new computer users and messages groups to be monitor.
• Managing the development and implementation of operating procedures, and systems documentation such as configuration templates, best practices, knowledge base, and disaster recovery backup.
• Responsible for the design, support and maintenance of a large monitoring infrastructure.

Confidential

T Engineer Support Confidential the Global Service Center

Responsibilities:

• Providing technical support over the phone to all users on the different Confidential company locations ( Confidential ).
• Managed User Accounts on Windows and UNIX Platform (Creation, Deletion, Permissions, and VPN Access).
• Created user ID's, roles, groups OU's etc. Served as lead contact for Desk Side Support Technicians, to provide assistance when trouble-shooting desk side issues, including issues which could be server related.
• Setup queue's for networked printers and added clients to Confidential Server, which enabled employees to efficiently conduct business while away from the office.
• Administration of monitoring tools for Human Resources (PPP, LMS and Interface).

Confidential

Regional Manager

Responsibilities:

• In charge of analyzing all the Confidential (bank) collection accounts making monthly, weekly, and, daily balance reports of the overcome balance.
• Developing strategies according to the portfolio of Confidential, analyzing the recovery and progress daily, identifying and implementing the appropriate actions necessary for achieving all goals.
• Staff training on products of our customers as well as management, reporting incidents, tracking accounts, in coordinating support from other banks as Confidential and Confidential .

Confidential

IT Help Desk Support Agent

Responsibilities:

• Help desk agent providing technical computer support on line or by chat for Confidential &T business and residential accounts as well as individual customers to configure, test and troubleshoot their network connections.

Confidential

Bilingual Telephone Agent

Responsibilities:

• Link long-distance calls both domestic and international.
• Assisting with collect calls requested through 020 (dial access to get national long distance calls) and 090 (dial access to get international long distance calls) access, attention users of prepaid bank calling cards, providing balances, links and cards activation.

Confidential

Telemarketing Agent

Responsibilities:

• Sales Consultant of long distance and telephone services.
• Multi-task for general inquiries like pricing and products.
• Received the perfect attendance award.
• Top Ten employee for exceeding sales goal for 11 consecutive months.