OBJECTIVE:

To obtain a challenging position that will allow me to utilize my 13 years of experience in the IT industry and to Contribute as a valued team member.

SUMMARY:

• Thirteen years of experience in the IT industry in areas ranging from Customer Service helpdesk and Technical Support to Infrastructure implementation and operations.
• Proven ability to work in a high - intensity and time sensitive environment to resolve critical issues during and after hours with minimal supervision.
• Solid experience in network/hardware/operating systems.
• Excellent team player; accustomed to working within and between teams.
• Strong track record of defining project goals, assembling and leading teams to meet those objectives in a timely manner as both team leader and lead engineer.

TECHNICAL SKILLS:

Operating Systems: Windows 2000 R, XP, Vista, Red Hat Linux, UNIX, Solaris 7-10

Software: MS Office xx95, 2000- XP; MS Server NT R SQL v4. x/6.x/7.0/2000, IISAS400, ICOMS, ICOMS GUI, Remedy, Track-it, Reflections

Hardware: Various PC’s, Servers, Data storage peripherals, Cisco network routers

CAREER HISTORY:

Confidential, Durham, NC

Interactive Services Engineer

Responsibilities:

• Maintain and monitor all systems pertaining to Switch Digital Video and Video On Demand systems comprising of Cisco USRMS and UCS, Harmonic NSG and various third party QAMs, Time Warner MAS BO (Virtual System)
• Maintain databases via scripts, command line VI, Perl, SQL, CURL.
• Proficient in Linux Command line.
• Support Head-end engineers, CSR’s, Warehouse technicians and other departments needing technical assistance.

Confidential, Atlanta, GA

NOC SSD VOD Engineer

Responsibilities:

• Monitor, trouble shoot, and identified Video On Demand and network issues.
• Created tickets for identified issues using Remedy and JIRA.
• Maintain and Administer SeaChange VOD Server Systems, Cisco pumps, Motorola B1 and M3 pumps
• Facilitated and coordinated equipment for service and RMA.
• Coordinated and Lead triage and phone bridges on Video On Demand outages
• Maintained and Administer DNP tables for Central Division SeaChange Servers
• Created and presented correlation reports for capacity issues for Central Division expansion
• Maintained Affinity reports for Motorola pumps

Confidential, Herndon, VA

Digital Network Controller System Administrator

Responsibilities:

• Maintain Video head-end equipment pertaining to digital broadband delivery including Concurrent VOD systems, Sea Change VOD systems and other Cisco equipment.
• Provide support, analysis and technical for field technicians, customer service representatives and various other departments on Video, set top boxes, cable cards, and VOD system matters.
• Support and maintain all complimentary systems pertaining to daily operation of Digital Broadband System.
• Maintain internal documentation on daily operational and knowledge SharePoint website.
• Coordinate and collaborate with vendors and other external engineers to implement software or hardware fixes and upgrades to maintain all system components.
• Participates in 24/7/365 on-call rotation
• Provide analytical troubleshooting for high impacting events and provide post mortem critiques for faster resolution.
• Perform routine operational and monitoring activities to ensure the head-end system is stable and capable of meeting ongoing business needs.
• Liaise with Network Operations group to maintain IP network integrity.
• Performed diagnostic testing and implementation of new software for cable boxes and various head-end components prior to live customer launch.

Video on Demand (VOD) and Interactive Applications Administrator

Confidential

Responsibilities:

• Set up data sharing and disk partitioning for Video on Demand database.
• Developed database utilities and automated reporting.
• Created, tested and executed data management languages for Video on Demand database
• Monitored systems and platforms for ongoing availability.
• Analyzed and sustained capacity and performance requirements for optimal efficiency.
• Oversee the backup, clustering, mirroring and replication of data.
• Performed restoration and recovery of corrupted databases.
• Installed and tested ongoing upgrades and patches.

IT Specialist/Helpdesk Specialist

Confidential

Responsibilities:

• Consulted with customers on all aspects of end-user computing and systems software.
• Worked independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system.
• Maintained passwords, data integrity and systems security for the application environment.
• Provided technical support and guidance through tier II support, and publication of documentation.
• Conducted site surveys and implemented changes or modifications to existing equipment through work request system.
• Evaluated, maintained, modified (e.g. creates macros, templates), and documented application packages; participated in the testing and evaluation of new packages/applications; implemented prototypes, and consulted with customers on selection of software applications.
• On call coverage on a bi monthly basis.
• Administrated day-to-day operations of CCI's local area network (LAN); installing LAN software upgrades including planning and scheduling, testing and coordinating including implementing log-in requests.

Customer Service Advocate

Confidential

Responsibilities:

• Resolved service related issues related to Confidential products including but not limited to, analog video, digital video, DVRs, HD, Cox High Speed Internet and Confidential Digital Telephone by directing customers through a series of troubleshooting steps.
• Assisted customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.
• Resolved problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.
• Referred customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.

Technical Support

Responsibilities:

• Assisted in troubleshooting user problems relating to Operating System issues, Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.
• Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
• Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.