OBJECTIVE:

To seek an opportunity where my background, and experience will significantly contribute to the company’s success, and provide an opportunity for my professional and technical career growth.

SUMMARY:

• Proven ability to manage and implement information technology system software/hardware upgrades.
• Extensive knowledge interfacing with customers to resolve issues using various vendor supplied software and network tools to support customers LAN, WAN.SAN, and MAN environments.
• Responsible for following Business Continuity procedures during Disaster Recovery Events.
• Strong customer service problem resolution, escalation, and strategic planning skills.
• Performed LUN Masking using Confidential Storage Navigator.
• Demonstrated ability to provide 1st & 2nd level support for high availability technology solutions, production support, Network Operations Center and Confidential .
• Provided network operations support. I.E. monitor/ troubleshoot/record WAN carrier issues, with telecommunication providers.
• Performed replication, backup and restores utilizing multiple solutions in a multi - platform environment for mainframe, midrange, and open systems.
• Project management.

HARDWARE AND SOFTWARE:

EMC: ECC/TimeFinder version 5.1, EMC/SRDF;A, Navisphere Manager, Confidential storage navigator/Truecopy, IBM/Extended Remote Copy (XRC) Legato version 4.0, TCPIP, Telnet, SNMP, HP OpenView, Ciena 2000 Oncenter, McData CD9000, Escon & Ficon channel directors, and DWDM technology, Big Brother, Nagios, SiteScope, F5, SolarWinds, MRTG, Q Pasa, CISCO IDS and Fog light.

Extensive knowledge of various computer operating systems such as: IBM /ZOS, IBM OS390, MVS, Microsoft office suite and Unix/Sun Solaris.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. IT Infrastructure Technician

Responsibilities:

• Use of Automation (AFOPER) and Scheduling (ESP) packages and for ensuring that all system resources are operational.
• Operating and monitoring all online systems such as CICS, IMS, and DB2 and reporting all online system outages to the appropriate personnel.
• Accountable for responding to system console messages, performing IPL’s and documenting problems using Confidential ’s problem management system (Service Center).
• Answer calls to handle password resets, and reset logon ID’s on various applications as first-level information security for Confidential, other Confidential Plans as well as other Provider Offices who access the Mainframe and Open Systems applications.
• Resolve calls concerning VPN & dialup issues when customers connect to Confidential remotely
• Provided after hours helpdesk support for any infrastructure issues: WAN problem resolution by engaging our network backbone carriers Confidential and Confidential of any network issues being reported by our HP open view network monitoring tool.
• Utilizing monitoring tools for any hardware or software issues, and reporting these issues via service manager problem reporting system.

Confidential

Sr. Computer Operator

Responsibilities:

• Monitor, troubleshoot, and operate multiple Unix based Operating Systems and engage appropriate support personnel for call escalation, and problem resolution.
• Provided Confidential Help Desk after hours user support (i.e. network connectivity issues, application support and triage related issue to the on call support personnel, if necessary).
• Monitor and troubleshoot all network alerts that are displayed on the Nagios Platform.
• Execute the Confidential production schedule on an IBM Tivoli Platform.
• Responsible for providing the highest level of customer service to Confidential high-speed Internet customers.
• Respond to telephone and e-mail inquiries, covering full range of customer services.
• Troubleshoot PC/ Confidential /E-mail/modem and Confidential digital voice problems with customer.
• Responsible for problem resolution call tracking utilizing Remedy for tier 2 escalations.

Confidential

Sr. Technical Application Support Analyst

Responsibilities:

• Analyze server logs to identify potential issues within the production environment.
• Monitor servers responsible for providing a web interface to customer accounts.
• Facilitate the cycling of managed production and developmental servers as needed.
• Author of detailed technical analysis reports and recommendations for system issues.
• Facilitate immediate action response for outages with multi-billion dollar impacts.
• Perform integrative queries against online production servers.
• Work closely with internal support groups and external vendors to identify, resolve or coordinate the resolution of network, system and application related issues.
• Communicated daily KPI Reporting to the Confidential senior management team.
• Strong experience with network, application and system troubleshooting, monitoring tools, responding to alarm conditions through email alerts and opening problem report tickets in remedy by their priority and executing the processes and procedures set forth by the Confidential .
• Able to triage issues quickly and provide on-call resolvers critical information in a clear, concise manner.
• Ability to quickly process information: correlate, disseminate, and make appropriate risk based decisions.
• Ability to adapt and use process documentation to perform thorough investigation of production issues.

Confidential, Wilmington, DE

Command Center Associate

Responsibilities:

• Management and monitoring of the banks Online Network, backend banking applications, infrastructure, and command center operations.
• Monitoring of data integrity for all process flows.
• Utilized production support software to run batch jobs for applications, transactions and file transfers.
• Monitored network traffic for any intrusion detection to the banks online network infrastructure.
• Administered daily and monthly rate changes by utilizing internal WEB splash page tools.
• Management of escalation processes to ensure efficient, timely, high quality support is provided in response to any inquiry or problem encountered.
• Communication of system and service availability after change control tasks were completed during the maintenance periods.

Confidential, Philadelphia, PA

Sr. Operations Analyst

Responsibilities:

• Provide 2nd and 3rd level support for Confidential High Availability Service customers utilizing the necessary tools to provide support in multi-platform SAN, LAN and WAN environments.
• Identification and Analysis of client issues pertaining to disaster recovery data replication/backup solutions.
• Engaging Confidential internal support and hardware vendor support for troubleshooting and resolving H.A. customer issues.
• Provide extensive co-ordination and support for HA production software, OS & applications.
• Utilized vendor specific software applications such as EMC/ECC/SRDF/SRDFA and SymCLI for client data replication services.
• Administered and maintained client data integrity by executing disk replication/BCV services, during the time of client disaster recovery test.
• Managed services for customer implementations/Configurations/ Rack & stack of clients Cisco routers/switches, Ciena, brocade & Nishan fiber switches.
• Provided network operations support. I.E. monitor/ troubleshoot/record WAN carrier issues, with telecommunication providers such as: Confidential, Confidential, Level 3 and Q West.
• Perform client specific backup/restore duties using VERITAS, Legato 4.0, backup exec, NSI- Doubletake and MIMIX.
• Planning and Verifying with EMC/CE Bin file loads and with Confidential image files before a client’s disaster recovery test.
• Provided performance analysis on such hardware as EMC symmetrix, DMX along with Confidential 's lightning and tagmastore storage boxes.
• SME for HP OpenView Network Node Manager. Loaded vendor specific MIBS and events in order to monitor activities within the H.A. environment.
• Administered “Proof of concept testing” for new HA customers network infrastructures.
• Utilized REMEDY and Service Center for problem/change management. Delivered Customer WAN performance data via their portal.
• Responsible for following Business Continuity procedures during Disaster Recovery Events.