SUMMARY

• Network Operations Center(NOC) and Desktop support/Helpdesk professional with managed services background. Data Center Server Migration Engineer participated in project management of off - site DC migrations
• A liaison with various business unit managers and ISP’s to determine, execute and facilitate client needs.
• Proactive problem resolution oriented individual who comprehends the urgency of providing businesses/clients with real-time troubleshooting and resolving issues while minimizing client/user stress levels.

AREAS OF EXPERTISE

• Systems Administration
• Data Center Migration
• System Installation
• Configuring and Upgrading
• Backup Administration
• Data Center site assessment
• Desktop Support & Helpdesk
• Network Operations Center 24x7 shift coverage

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Network Operation Center(NOC) Engineer / Systems Support & Helpdesk

Responsibilities:

• Monitor core backbone, client and 3rd party networks, utilizing event monitoring tools, such as SolarWinds.
• Provide server administration for internal and external users, including but not limited to: Active Directory, Exchange, Blackberry, Citrix and other client/server applications and platforms.
• Manage ticket queues in ServiceNow for the entire team based on a proprietary ticket management SOP
• Work closely with the Network and System Engineers to help manage all network infrastructures including but not limited to routers, switches, file and exchange servers.
• Participate in project management of off-site data center migrations maintain assets/inventory of internal hardware. Create “as built” documentation of datacenter.
• Identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to the resolution.
• Maintained all desktops, laptops and printers hardware warranty - escalating break fix issues to outside vendors and coordinating their visits for onsite repairs when necessary.
• Experience using Help Desk/Trouble-Ticket software, such as Remedy, HEAT and ServiceNow.
• Remote access applications such as TeamViewer, LogMeIn and Bomgar for troubleshooting user issues at client sites.
• Assisted users with scheduling & setup of conference calls, web presentations and voice mail.
• Assist clients with inventory of existing equipment and determine new equipment requirements
• Familiar with horizontal cabling, terminating Category 5, 5e, 6 and 6A for 10MBPS, 100MBPS and 1GBPS network connections
• Install all rails and shelves for each rotation to reduce handling time of all servers on relocation weekends
• Knowledgeable in labeling, testing and documenting copper and fiber optic cabling infrastructure, cabinets, racks, equipment rows and other components
• Initial analysis and requirements gathering for migration pre-checks
• Rack, stack and connection of servers and network devices
• Follow client standard structured cable system and provide post move support
• Conduct needs assessments and data center site surveys
• Prepare and distribution of rails, fiber optic, patch cords, power cords and cable/wire management
• Disconnect/reconnect resources lift and shift of DC legacy equipment and removal
• Coordinate move logistics with movers and freight

Confidential, New York, NY

Network Operations Center (NOC)Engineer/Analyst

Responsibilities:

• Scoped and maintained service deliverables and timed projects for support contracts
• Perform onsite data center support including monitoring of systems, electrical power, server and networks
• Analyze and troubleshoot various kinds of VPN connectivity issues for remote user’s and clients
• Coordinate with various ISP’s and circuit providers along with tracking and assisting in resolving connectivity issues
• Generate internal NOC and external (carrier) trouble tickets, performance reports and dispatch request
• Manage user administration Active Directory on daily basis, provide password security for multiple user’s/clients
• Access client systems using remote access methods to perform multi-level troubleshooting support when responding to emails and calls from clients, helping end users in resolving systems and connection related issues in a timely manner.
• Manage and maintained all printers and print servers - escalating break fix issues to outside vendors when necessary.
• Provided after hours support for network, helpdesk and server environments

Confidential, New York, NY

Site Lead Technician/Desktop Support

Responsibilities:

• Verify and assess sensitive customer information, probe concerns and needs for service plan remedies.
• Activate, update and troubleshoot customer’s Verizon wireless equipment.
• Maintained daily and weekly tracking reports in technical department productivity.
• Review and disseminate for staff, upcoming wireless equipment and service improvements.
• Continuous technical training and customer service workshops.
• Significant problem resolution for customers from an average of 90 minutes; 30-40 minute turn around.
• Escalated issues as needed and maintained communication with the customer and technical team.
• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas

Confidential, New York, NY

Desktop Support Engineer /Helpdesk Technician

Responsibilities:

• First point of contact for users experiencing hardware/software difficulties via help desk call center for up to 6 campus departments
• Responsible for entering accurate information for prompt resolutions to trouble call requests and escalations
• Re-image (install/update) and troubleshoot department specific equipment, peripherals and anti-virus programs
• Liaise with vendors for equipment under warranty, ordering replacement parts for specific campus departments
• Coordinate conference calls between client/vendor and service carriers for de-escalation process
• Site kept up to date via tracking systems, phone and email for service updates and repairs
• Provide multi-layered trouble shooting steps to isolate and verify any performance alerts and outages.