SUMMARY:

To obtain a position in Computer Networking that will enable me to utilize both my work and educational experience.

HARDWARE:

• Meraki MR12, Meraki MR24, Meraki MS42P, Cisco 1700, Cisco 2500, Cisco 2600, Cisco 2800, Cisco 3700,
• Cisco PIX Firewall, Cisco ASA 5505, Windows Server 2003 2008, Sonic Wall Firewall, Radware AppXcel,
• Radware DefensePro, Radware Link Proof, Radware Web Server Director, Radware AppDirector, Vantage VoIP,
• Polycom VoIP phones, Avaya VoIP Phones, Avaya IP Office, Avaya Definity, Android, Black Berry, iPhone iPad,
• Lenovo Thinkpad x201, x220, x230, T400, T410, T420 T430 Laptops. Toshiba Laptops, Dell OptiPlex 745 755
• Desktops, Dell Latitude 630 730 Laptops. Punch Down, Cross Connects, Wiring/Coaxial/568A/568B, JDSU,
• Xerox Phaser/ColorQube printers, Ricoh, HP LJ printers, Brother, Canon Toshiba eStudio Copier/Printers.

SOFTWARE:

• Windows XP Pro, Vista, Windows 7 Pro, MS Office Suite 2000/2003/2007, 2010, Rackspace, Factiva, DJ FX Trader,
• Commvault CommServe Media Agent, Symantec Endpoint Antivirus, McAfee Antivirus, Active Directory,
• Solarwinds, Spiceworks, Telnet, SSH, HyperTerminal, Putty, Wire Shark, Ethereal, PC Anywhere, Meraki Client,
• Log Mein, Go To Assist, WebEx, TeamViewer Bomgar remote access tools.

ASSET CASE

MANAMEGMENT: LANDesk, Salesforce, Remedy, Quickbase, Tiger Paw Business Suite, ZoHo, SAP, RNT, Ensemble, Vantive, Interact,

Oracle Peregrine Service Center.

WORK

EXPERIENCE: Confidential

Network Operations Center Analyst

• Provide 24x7 support to 7,000 hospital end users and patients onsite and multiple offsite offices in a Windows XP and Windows 7 VMware environment abiding by HIPAA guidelines.
• Project manage migration from Windows XP to Windows 7 for all hospital departments offsite locations by working closely with Clinical, Financial applications team, department managers and directors of nursing before converting Fat Clients to VMware Thin Clients.
• Imaged IBM Think Pad Lenovo, Dell Latitude, and Hewlett Packard Laptops Desktops from Symantec Ghost Cast server for new hires and created images on a daily basis for new laptop and desktop models.
• Coordinate all vendor repair, move, add and changes for Canon, HP, Fujitsu, Zebra Label printers, Cisco, NEC telephones, ZIP pagers warranty covered laptops.
• Schedule and Maintenance Clinical, Financial application Windows 2003 2008 servers by performing upgrades patches overnight.
• Managed local Inflow printer security badge server to activate deactivate users printing and security badge. Utilize LANDesk ticketing system to document technical issues received by incident or service request by phone, e-mail Right fax.
• Support, configure and manage access for about 200 hospital clinical and financial proprietary software applications such as Affinity, Allscripts, QCPR, QES, Cerner, Centricity, Coldview, EDM, RAS, PACS, Navinet and Kronos.
• Utilize NextThink to monitor hospital applications for onsite servers remote offices hardware software connectivity in case of network power outages.
• Utilize Cisco Administration to configure and manage new terminate user extensions on Cisco VoIP desk and Wireless handset phones for hospital staff, doctors and nurses onsite and offsite.

Confidential

Network Administrator/Help Desk Tier II Support

• Supported maintained 4,500 corporate end users onsite for multiple offsite offices in a Windows XP, Vista Windows 7 environment.
• Provided Tier II support for Catapult Learning's external Tier I Corporate Help Desk via ZoHo ticketing system on technical issues with Lenovo Laptops, Rackspace E-mail, Active Directory, SharePoint 2007, company Blackberry's, iPhones, iPads. printers.
• Project managed coordinated with Rackspace Catapult Learning's Tier I Help Desk to troubleshoot errors, avoid e-mail downtime assist during the Exchange 2007 to 2010 e-mail migration for all 4,500 end users laptops, company Blackberry, iPhone iPad devices.
• Reconfigured upgraded entire network by increasing bandwidth to 45meg, installed Meraki MR12 MR24 wireless access points Meraki MS 48 port switches, changed local network IP Address range from 0/24 to a 0/22 assigned all new static IP Addresses to local NAS, Windows Server 2008, Toshiba Xerox network printers, Siemens security alarm system, Anda Networks Firewall and on the Cisco 2800 router.
• Maintained Vantage VoIP Phone system by creating new extensions for new hires, reset voicemail passwords, forward voicemail or calls, setting up eFax deleting terminated users extensions.

Confidential

System Support Specialist Tier III

• Provided Tier III technical assistance, guidance and customer service to Dow Jones global customers on web and mobile applications such as Factiva, FX Trader, Factiva Reader, Banking Intelligence, Wall Street Journal, Barons and Smart Money.
• Acted as primary liaison for partners and integrators during installation and implementation of Dow Jones Factiva products and solutions within a Windows 2003, 2007 2010 environment.
• Troubleshot issues related to XML configuration, RSS Feeds, Blogs, Alert Notifications, network browser connectivity, cookie persistency, HTTP, HTTPS, FTP and on end users seamless login profiles.
• Developed and maintained JSOX compliance technical documentation on Standard Operating Procedures needed by support staff, including troubleshooting steps, installation instructions, new tools overviews and contact lists.
• Answered 20-30 calls and e-mails daily by utilizing Sales Force, internal knowledgebase and company Lab to duplicate, confirm and escalate new existing bugs to product management or development.
• Worked closely with various systems, technology and development groups such as Global Operations, Product Development, Product Testing Group and other key departments within the Dow Jones organization to obtain and provide the best resolution and solution for the clients reported incident.

Confidential

Front Line Tier 1 Support Engineer

• Provided 24 x 7 tier 1 support globally to construction, financial, law firms, military and retail companies on a daily basis, to make sure their backups and restores of data are operational to and from Disks Tapes.
• Answered 30-50 calls daily by utilizing internal knowledgebase to perform basic troubleshooting on customers Commvault configuration to resolve or escalate to the next Tier.
• Managed incoming emails via web submitted tickets to insure proper information has been provided
• to troubleshoot the incident before escalating to the appropriate engineer focus group.
• Monitored ticket queues to confirm incidents have been escalated to the appropriate departments or assigned engineers to avoid the SLA being breached.
• Walked customers through step by step instructions via phone by upgrading their Commvault software to the latest patch on Windows 2000, 2003 2008 server platforms.
• Walked customers through configuring Tape, Magnetic SAN libraries.
• Helped customer with their Storage Retention Policies based on the amount of full incremental backups that are performed monthly.

Confidential

Advance Operations Technician I / Tier III / NOC

• Provided 24 x 7 support to well over 500,000 Vonage residential and business end users on systematic and device related issues while utilizing Windows XP, Vista, Windows 7 and MAC to troubleshoot and ensure first call resolution for each escalated ticket.
• Worked closely with Advanced Operations Engineers and Network Operations Center to coordinate efforts in identifying systematic issues in a timely manner so other departments within Vonage are aware of outages and known bugs.
• Worked with external carrier groups such as AT T, Qwest and Verizon so calls are routed appropriately Domestically and Internationally from VOIP to PSTN and vice versa.
• Utilized tools such as Call Audio Statistics Tool, SYSLOG, XML, Ping, and Trace route to determine connectivity issues that related to jitter, latency, and packet loss Via DSL and Fiber Optic connections.
• Assisted customers on a daily basis in a Windows and MAC environment to configure wireless settings, port forwarding, and DMZ within Cisco, Netgear, D-Link, Linksys and Belkin Routers and Firewalls to avoid connectivity issues which allows customers premise equipment to successfully connect with Vonage Proxy and TFTP servers.
• Represented customers on their behalf when dealing with third party vendors such as Comcast, Road Runner, Cablevision, Bright House, AT T DSL and Verizon DSL and FIOS to eliminate frustration and confusion.
• Worked E911 tickets on a daily basis to validate residential and business customer addresses by IP address or by utilizing websites such as 411.com and United States Postal Service.

Confidential

Technical Support Engineer II

• Provided second tier support to 150 users daily in a Windows XP environment in regards to issues with registry, hard drives, mapped drives and unknown pop-up errors when utilizing Microsoft 2003 and 2007 suite.
• Utilized Black Berry Manager to remove, add, reset, and create end users profiles within the BES server.
• Utilized Active Directory to create new user profiles, allow access permissions to certain files and folders, terminated access for terminated employees, created distribution lists and reset passwords for locked accounts.
• Imaged IBM Think Pad Lenovo models T60, T61 and Dell Latitude 610, 630 and 730 from Ghost Cast server for new hires and created images on a daily basis for new laptop and desktop models.
• Installed Go File Room plug-ins, Go Tax Systems and Carpa Diem onto end users Laptops and Desktops and created profiles for software access.
• Utilized Avaya Site Administration to move, add and change end users extensions such as call appearance buttons and voicemail.
• Trained end users on the Black Berry Bold and Black Berry Curve on how to activate their profile to the BES server, access their voicemail box, to navigate through each application and utilize the special key functions.

Confidential

Junior Network Administrator

• Utilized Arc Serve to confirm morning backups on Dell Blade Servers, then ejected tapes and placed new tapes to schedule next backup run for end of day.
• Confirmed via terminal on IBM AS400 server that backups and batch runs was initiated successfully with no errors.
• Supported up to 500 end users internally and externally by answering ticket request through SAP in regards to hardware issues on Dell Latitude, Toshiba Prot g laptops and Dell Optiplex desktops.
• Troubleshot software issues via VNC or in person in a Windows environment on operating systems 2000NT, 2003, and XP.
• Utilized Active Directory to create new users, to allow and remove permissions to certain files and folders, and to reset or disable accounts.
• Imaged desktops and laptops for new hires and upgrades by utilizing Ghost Cast to upload cloned image saved on a local server.
• Configured, monitored and maintained Check Point firewall and Cisco 2600 router on a daily basis.
• Performed moves, adds and changes on Siemens Saturn II phone system.
• Trained new hires on IT policy, on how SAP operates and other applications to perform their daily duties.

Confidential

Tier II Support NOC Engineer

• Provided 24 x 7 support to over 1,000 Radware end users globally in regards to redundant intelligent layer 2 7 switches/load balancers.
• Received configurations from customers on a daily basis in ASCII BER format to simulate customer's network environment to troubleshoot Layers 2-7 within the OSI Model to find the root cause of the issue and then give the best solution to avoid minimal network downtime.
• Escalated unknown bugs and feature request to Research Development team to create updated software versions.
• Troubleshot connectivity issues on LAN WAN such as Firewalls, VPN, DNS, SSL, Switches, and Routers to make sure the right NAT, PAT, Default Gateway, Certificate, IP Address and subnet mask statements are created to allow incoming and outgoing traffic.
• Utilized Webex to troubleshoot configurations via Web Based Management, Apsolute Insite, HyperTerminal, SSH and Telnet.
• Created network topologies via Visio based on information given from customers, which helped to perform well over 80 Link Proof Installations via phone and onsite with customers successfully.
• Walked customers through Hardware Software upgrades on a daily basis to confirm they have the latest General Availability GA code on their Load Balancers.
• Trained end users on Radware Load Balancers on how to set up VLANS, NATS, Farms, Health Checks, Redundancy Protocol VRRP Layer 2, Proprietary Redundancy Layer 3, Destination, Application, Source Groupings and backing up configurations for disaster recovery via SNMP.

Confidential

Tier II Support Specialist

Provided second tier support to Nestle Waters users globally in regards to MS Office Suite 2000/2003, printers, SAP, and NT account incidents by utilizing PC Anywhere.

• Delivered support via telephone and face to face working in a team of 6 supporting 5000 end users.
• Handled and routed 80 to 100 users new web form email request daily from Nestle Waters intranet site to appropriate resolution groups if second level support could not troubleshoot the incident.
• Utilized Active Directory to disable, extend time period, add, and reset passwords for employee NT accounts.
• Handled 60 to 80 incoming calls daily from Globe Portal users to reinstall and test the Globe Portal Icon for Dress Rehearsal purposes.
• Monitored open issues within the Peregrine Service Center ticketing system and coordinate the required follow-up activities in order to ensure issues are closed within the required timeframes ensuring internal Service Level Agreements SLA's are met.
• Resolved VPN issues for end users that were experiencing Checkpoint issues.
• Utilized SAP logon to reset user passwords to gain access to their transactions within SAP.