SUMMARY:

Over 30 years of experience managing all aspects of a worldwide network infrastructure, including providing Tier 1, Tier II, Tier III and Escalation support, remote access and virtual private networks (VPN). Strengths include providing a personalized technical relationship with account technicians and engineers, providing professional support to customers to resolve advanced issues, implementation and management of network devices including Cisco switches and routers and Windows servers and desktops.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows Server 2012, Microsoft Windows Server 2008, Microsoft Windows Server 2003, Microsoft Windows Clients including Microsoft Windows10, Microsoft Windows8 and Microsoft Windows7 Enterprise Various Linux platforms including CentOS, Red Hat Linux, Debian, Ubuntu, Cisco IOS and CatOS, F5 BigIP v4, LTM v9

Networking: LAN/WAN design, TCP/IP, DHCP, DNS, LDAP, NTP, WINS, Ethernet, Frame - Relay, web servicesRouting Protocols RIP v1 and v2, IGRP, EIGRP. Knowledge of OSPF

Security: Firewall Policy, IPSEC, SSL, PPTP, L2TP, RADIUS, VPN

Troubleshooting: TCPDump, TCPRelay, Wireshark

Internet Protocols and Tools: FTP, TFTP, SMTP, DNS-Bind, ms-dns, icmp, tracert / traceroute, ping, netsvc, whois, nslookup, dig, etc.

Hardware: Allot DPI products including AC-50x, AC-1440, AC-3040, AC-6000, SG-Sigma, SG-SigmaE6 & E14, SG-Tera, SG-9500. Cisco edge and core routers (2500 series, 3500 Series, 4000 Series, 7000 series), workgroup switches (Catalyst 2980 and 4000 Series) and content switches (CSS 11000 series). F5 BigIP and LTM (6800), Linksys wired and wireless DSL/Cable Router/Firewall, PC/Server assembly and repair Installation of servers and network devices into free standing racks and cabinets

Programming Languages: HTML, ASP, XML, ADO, and VBScript, Java and JavaScript

EMPLOYMENT HISTORY:

Confidential

Team Lead

Responsibilities:

• Act as a technical focal point for Confidential and use customer relationship management to resolve customer problems.
• Provide customer training for Confidential ’s products
• Troubleshoot and conduct in-depth analysis of system log files and possible causes of issues to resolve ·
• Use of the technical lab in order to replicate the customer issues.
• Participate in maintaining the lab upkeep·
• Work with the latest networking / QoS technology in complicated / multi-vendor environments.

Escalation Engineer

Confidential

Responsibilities:

• Handle cases for named Strategic Accounts
• Handle 2nd, 3rd and 4th level support cases escalated from the TAC
• Provide in-depth hands-on investigation into problems
• Work closely with the customer until the service has been restored and/or a resolution found
• Reproduce problems in a lab environment when needed
• Liaise with other Escalation team members, and escalate to R&D as appropriate
• Update the company CRM Systems, and provide regular status reports to management

Network Support Engineer

Confidential

Responsibilities:

• Handle first level support cases via phone, web and email
• Use the Confidential CRM System to track case activities
• Communicate with customers until resolution
• Investigate problems using internal tools and documentation
• Reproduce problems in a lab environment
• Access customer equipment to perform hands-on troubleshooting and resolution
• Liaise with the escalation team when appropriate

Confidential, Durham, NC

Network Engineer

Responsibilities:

• Develop and implement new configurations to provide a load balancing solution for internal Business Partners’ web based applications.
• Modify and implement existing configurations to allow for improvements to be made to web based applications.

Confidential, Concord, NC

Network Technician

Responsibilities:

• Serve as primary client interface, responding to end-user requests and proactively notifying customers of problems which may impact access to critical applications required to monitor and treat patients
• Monitor servers and network devices, troubleshoot and identify sources of problems and take appropriate action to resolve issues in a timely manner
• Manage equipment and service vendors for break/fixes (including dispatch, collaborative troubleshooting and problem resolution); verify fixes are successful
• Assist Systems Operators with the installation of new software and hardware systems as required.
• Monitor and analyze upgrades and enhancements in a proactive manner to minimize problems.
• Successfully managed and coordinated upgrade of Picis CareSuite to version 8.0 from 7.2.
• Successfully managed and coordinated upgrade of Dictaphone Text servers and backup voice and voicedata servers

Confidential, Cary, NC

Network Operations Support Engineer

Responsibilities:

• Serve as primary client interface, responding to customer requests and proactively notifying customers of problems and the impact on the customer's business
• Act on customer's behalf in handling problems and making decisions, i.e., understanding critical items and priorities * Monitor the ticket queue for incoming tickets.
• Update tickets in accordance to Service Level Agreement requirements and, if necessary, escalate based on severity levels
• Monitor customer devices, troubleshoot and identify sources of problems and resolve basic configuration problems concerned with the service line being supported (server, LAN/WAN, voice, etc.)
• Manage circuit providers for break/fixes (including collaborative troubleshooting and problem resolution); verify fixes successful
• Manage equipment and service vendors for break/fixes (including dispatch, collaborative troubleshooting and problem resolution); verify fixes successful

Confidential, Durham, NC

Software Support Engineer

Responsibilities:

• Assist Confidential clients with issues they may have with installation, configuration and implementation of WECM.
• Assist Confidential clients with identifying possible issues with the packages they have installed and offer a timely resolution by providing appropriate patches for their installations.
• Perform testing of latest version of WECM Gateway, Mobility Client and Gatekeeper software on various OS platforms such as Red Hat Linux, AIX and Windows Server 2003.
• Remotely configure Cisco 831 and 1721 routers Confidential customer sites and manage cutover to new 384k DSL and Frame-Relay services.

Confidential, Westboro, MA

Principal Operations Engineer

Responsibilities:

• Installed and configured IPSec tunnel using Cisco PIX 515 firewalls between Operations lab and Confidential 's co-location site.
• Installed and configured Heroix RoboMon monitoring software on all web servers and supporting servers.
• Updated and maintained network maps for all sites using Visio.
• Worked with Verisign and Confidential ’s two Internet providers (UUNet and Savvis) to provide secondary DNS for Confidential and its partner’s sites.
• Recommended, implemented and maintained remote access to the Operations Lab using PPTP.
• Recommended and implemented use of wireless PDA to connect remotely to Confidential 's management for maintenance and support via the internet using PPTP and Terminal Services