PROFESSIONAL SUMMARY

• Interface effectively at all levels within departments of an organization
• Experienced managing vendor relationships and contracts
• Demonstrate an appropriate blend of technical, organizational and interpersonal skills
• General administration knowledge on various UNIX platform environments in patching, upgrading, configuration, tuning
• Installing system - wide software and interacting with application administrators and end-users, as well as in Citrix Xen, VMware virtual client environments
• Experienced as an analyst in infrastructure/client support environment

PROFESSIONAL EXPERIENCE

Confidential, Rochester, NY

Systems Integration Test Engineer

Responsibilities:

• Hands on testing and validation of SIP VOIP services
• Perform detailed analysis of test results and update test cases accordingly
• Analyze and report test results for applications’ web UI and UNIX operating system
• Evaluate the existing network architecture and new technologies revolving around VoIP solutions and institute standard configurations processes
• Narrow down problems to component module based on detailed analysis of test runs
• Test and maintain VoIP, Conferencing (SIP, H323), RTP/RTSP and some client applications (mobile, web)
• Manual and Automation testing for VoIP-SIP-RTP /audio-codec / media / telecom/DSP using tools: Wireshark, SIPp, Hammer, WinSIP, TCP-Replay, TCPdump and follow best QA practices

Confidential, Rochester, NY

UNIX Systems Administrator

Responsibilities:

• Performed installations, upgrades, security patches and maintain them in accordance with established IT policies and procedures
• Monitored systems to achieve optimum performance levels and availability making recommendations when necessary to meet the expected demands
• Ensured workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
• Promoted and maintained up-to-date documentation for standard operating procedures that defined the operability of the infrastructure and ensured it was centralized for easy
• Responsible for overseeing the creation, modification, and deletion of user accounts
• Engaged in network troubleshooting to isolate and diagnose common network problems
• Supported software engineers and DBA teams to ensure application software installations performed correctly and all current maintenance levels had been applied.

Confidential, Rochester, NY

Enterprise Operations Systems Administrator

Responsibilities:

• Adhering to ITSM / ITIL best practices for change management, problem management and request fulfillment
• Ensuring maximum possible service availability and performance of systems and applications
• Assess faults, prioritize, respond and escalate accordingly for backend customer applications, infrastructure, and operations
• Monitoring and management of escalation processes to ensure efficient, timely, high quality support is provided in response to any inquiry or problem received
• Maintaining oversight of data integrity for all process flows, logging problems and performing tasks effectively to troubleshoot issues
• Executing ad-hoc SAP batch job scheduling and completion monitoring
• System monitoring, problem logging, and performing tasks effectively to troubleshoot issues
• Ensuring operational tasks such as daily inline and offline backups and scheduled jobs run as expected
• Running reports, tracking escalations and other key performance indicators
• Responsible for all server and network related support issues, ensuring support issues are resolved within the SLA and to the satisfaction of the customer
• Proactively working to define and maintain documentation of systems, networks, vendor information, policies and procedures
• Ability to always maintain customer focus in the midst of difficult circumstances
• Built and developed proactive and cooperative relationships with internal/external technical staff and Service Delivery Managers

Confidential, Rochester, NY

UNIX Systems Administrator

Responsibilities:

• Provided day-to-day role in managing data and hardware supporting environments. Ensured identical server configurations and conformance to WWIS standards
• Applied a methodical/analytical approach to diagnosing, troubleshooting and resolving server problems
• Responsible for the creation and maintenance of ‘standard’ site/server documentation for Business/Disaster Recovery purposes
• Monitored and automated daily activities using tools and techniques (e.g. scripts)
• Tested technical solutions and server infrastructures that met business needs/requirements, and that were aligned with department standards. Defined and documented operating procedures.
• Created technical documentation as required to ensure well defined processes
• Effectively utilized Problem/Change Management and Service/Help Desk process and procedures
• Responsibilities included recommending and implementing security fixes/upgrades

Confidential

Field Specialist

Responsibilities:

• Responsible for day-to-day operation of PACS equipment including image workflow, archiving, autorouting, and prefetching and other related activities. Troubleshooting hardware issues and obtain support from vendors according to service plans
• Maintained daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Effectively communicated application functionality to internal and external customers

Confidential, Rochester, NY

UNIX Systems Administrator

Responsibilities:

• Provided technical assistance to IT support staff including, but not limited to DBAs, Network Engineers, Application Developers, Middleware Engineers, other System Administrators, Project Managers, Change Managers, and Business Development staff
• Served as a technical resource in the design, architecture, and deployment of new systems to keep the UNIX Server environment stable and interruptions to a minimum in standalone and multi-tiered environments
• Installed and configured web servers, applications, mail, and printer resources on UNIX platforms
• Provided primary response or directed problem to appropriate technical support. Required knowledge of staff members’ expertise in Technical Support and Software Support departments.
• Performed/coordinated Security assessments of servers and recommended and implemented security fixes/upgrades
• Proposed and performed network terminal installations for additional remote connectivity to servers
• Worked with departments and vendors to advice on equipment, software and application purchase
• Chosen to travel to Plano, TX to coordinate transition of all UNIX servers to Rochester after a company relocation
• Demonstrated ability to set priorities, always met timelines for new server implementations and application installations

Confidential

Network Operations Systems Support Supervisor

Responsibilities:

• Defined processes and procedures for escalation, ticket monitoring, maintenance windows, OS & application upgrades within internal groups. Participated in new product management meetings to provide input with regards to the union role, platform support, and additional resources
• Ensured new application deployed adhered to departmental procedures and standards
• Chosen to participate in the committee which identified, proposed, evaluated, tested, and recommended xDSL service before it was publicly offered
• Designed and implemented internal web pages, providing statistics for customers and departments using MRTG
• Researched and reviewed vendor software packages to support team goals and project requirements
• Worked with team members to investigate, and resolve roadblocks that impeded service delivery
• Managed Switch & Control Ctr. and NOC technicians who monitored telephony switching network and worked on switch-related customer high-level trouble tickets and directed central office technicians
• Managed Special Service Bureau techs who remotely troubleshot customer-reported trouble tickets for DS0, DS1, DSL, Frame Relay, and ATM services that monitored the transport network
• Demonstrated the ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality

Confidential

Internet Technical Support Call Center Supervisor

Responsibilities:

• Consistently presented a professional image, both on the phone and in person
• Provided a leadership role in a team environment and known for approachability, diplomacy and calm demeanor
• Demonstrated ability to quickly diffuse heated customer situations
• Trained reportables in the use of applications, tech support methods, troubleshooting and logical problem solving skills