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Command Center Operator/incident Manager Resume

2.00/5 (Submit Your Rating)

Fairfield, OH

SUMMARY

  • A well rounded IT professional wif over 15 years of system administration, implementation, and integration experience.
  • Utilizing best practices and vendor engagement, I strive to reduce downtime and increase performance across teh board.
  • I has performed multiple roles dat has encompassed business analysis, incident management, change management, project management, documentation, and training.

AREAS OF EXPERTISE

  • Incident Management
  • Datacenter Virtualization
  • Project Management
  • Change Management
  • Network Engineering
  • System Integration
  • Release Management
  • Problem Management
  • Scope and Risk Management

TECHNICAL SKILLS

Operating Systems: Windows Server NT - 2012 (Including Small Business Server 2003/2008) Redhat Enterprise Linux, Cent OS, Ubuntu, Solaris, FreeBSD, VMware ESX

Hardware: Cisco Routers 700 to 7200 series, Cisco 2900 series Switches, 3Com Switches, HP, Compaq, Dell, and IBM series servers.

Software: Exchange Server, Squid, Apache, Tomcat, MS SQL Server, Dell Open Manage, HP Systems Insight Manager, VMware, VMotion, Virtual Center, VSphere 4, VERITAS Backup Exec, IBM Lotus Notes, Dame ware, VNC, Remote Desktop, Ammy Admin, Team Viewer, Kaseya.

Network/Protocols: TCP/IP, WINS, DNS, DHCP, POP3, SMTP, SSH, VPN, ICMP, NAT, TFTP

PROFESSIONAL EXPERIENCE

Confidential, Fairfield, OH

Command Center Operator/Incident Manager

Responsibilities:

  • Review teh command center monitors and emails received from teh monitoring systems to detect incidents.
  • Proactively find potential site issues and take initiative to address them in a timely fashion in a 24x7 Command Center environment.
  • Work wif teh Command Center Manager to devise robust deployment, operations, monitoring, and reporting.
  • Tune application configurations to support or optimize performance per developer and engineering recommendations.
  • Partner on automation opportunities for repeatable tasks and recommend/implement solutions in collaboration wif teh appropriate teams.
  • Ensure bank-processing jobs processed BAU, reporting any errors to teh appropriate application team.

Confidential, Columbus, OH

Priority One Incident Manager

Responsibilities:

  • Instigate and chair technical bridges, management bridges, and conference calls. Assign tasks to teh relevant attendees; send out teh relevant reports after conference bridges and at teh end of each incident.
  • Send email communication to a wide global audience giving current details of teh incident; send Executive communications as require; provide updates on GTI-owned management bridges on current infrastructure issues and actions being taken.
  • Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in teh heat of teh moment dat may has production impacting implications. IE: Server/Service restarts.
  • Perform other roles as needed wifin GTI PAC Priority 1 Management. IE: Workload Coordinator and Communications Manager on P1S1 incidents.

Confidential, Hebron, KY

Engineer III

Responsibilities:

  • Lead technical engineer for multiple projects wif budgets approaching $1M.
  • Performed physical to virtual conversions during scheduled maintenance windows.
  • Participated in Incident Management bridge calls to resolve high impact production issues including support for weekends and after hours.
  • Engaged vendors for solutions utilizing best practices. IE: Microsoft, HP, VMware & Symantec.
  • Deployed 2008 R2 Windows Servers for use in production and development. Physical & Virtual.
  • Deployed 2012 Server environments for future testing and development.
  • Maintained Virtual Environment wif VSphere and updated approximately 40 ESX hosts to current VMware patch levels.
  • Installed new VMWare ESX Hosts as necessary and joined into a Vsphere cluster.
  • Patched Windows 2003, 2008, and 2008 R2 servers monthly using teh LANDesk software suite.

Emerge IT Solutions, Erlanger, KYM

Systems Engineer

Responsibilities:

  • Provided support for environments supporting a combined infrastructure of 1900 nodes.
  • Configured Watchguard firewall devices to monitor WAN/LAN traffic data.
  • Provided workstation support via remote tools such as Kaseya, Ammy Admin, & Team Viewer to remove virus’s, malware, and key-loggers using Malwarebytes, Hitman Pro, & AVG Anti-virus.
  • On-site visits to customers for rebuilding of workstations, delivering and installing new equipment, remedy any issues.
  • Installed Blackberry Enterprise Server and setup devices to receive email and contacts from teh exchange server.
  • Participated in migration of physical servers to virtual servers using VMWare tools.

Confidential

Enterprise Engineer II

Responsibilities:

  • Provided Tier-2 production break/fix support for UNIX/Windows servers for 14 major clients worldwide, supporting a combined infrastructure of 25,000 nodes.
  • Utilized structured troubleshooting to resolve escalated OS operational/hardware issues in a call center environment.
  • Experience utilizing Group Policy Object Management administrating GPOs in a structured active directory forest dealing wif global/local groups, OUs and domains.
  • Responsible for completion of virtual server projects (New Installations, Cloning, and Migrations) using VMWare, VMotion, and Virtual Center.
  • Performed account administration, backup/restoration of data files and networked resources.
  • Successful experience troubleshooting TCP/IP, DNS, DHCP, IIS, Exchange, GPOs, in active directory domains and workgroups.
  • Initiating effective staff development of new engineers, structuring printer queues, and reimaging servers.

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