OBJECTIVE:

To secure a position as a team member in a dynamic work environment focused on promoting business growth by providing superior value and service. I also seek to work in an environment that will challenge me further while allowing me to contribute to the continued growth and success of the organization.

SKILL SUMMARY:

More than seventeen years of working experience in the Information Technology and Network Communication field. I possess in depth knowledge, skills and the ability to get the job done. I've demonstrated and maintain a consistent set of troubleshooting skills in resolving problems and keeping the customers satisfied.

EXPERIENCE:

Confidential

Network Engineer NOC Level 3

Provide WAN support and maintain the global network at DeCA HQ. Support is required Monday through Friday, for an 8 hour period. Provide NOC Level 2 Support and CDRLs as requested or needed. Perform problem analysis and resolution, altering routing metrics and configurations, and recommend WAN configuration changes. Manage all aspects of Internet Accounts and Network Access Server Accounts to include creation, changes and deletions, and to resolve user problems. Manage all aspects of IP address assignments. Maintain the IP address assignment database and assignment of addresses for DeCA sites. Use Access Control Lists ACL or the current control mechanism to control assignments. Maintain the ACLs. Maintain DeCA network integrity. Troubleshoot and resolve all network issues, and all circuit outages. Update router and switch IOS, coordinating the configuration and replacement of network components, including shipping and receiving. Using Cisco Works RME to manage Cisco router and switch configurations and IOS changes. Enforce/maintain standard configurations on all related equipment. Provide dial backup DB support and resolve dial backup problems. Identify phone line requirements and assure correct phone lines are acquired. Configure, test, ship, and deploy routers and modems at required locations. Implement, deploy, and test DB configurations. Itemize all equipment shipped, configured, installed, updated, replaced, or reconfigured and submit under CDRL A005. Provide Emergency On-Site support with travel to other locations around 25 of the time. Submit Trip and Expense Reports. Travel to off-site locations to provide network support for the Guard and Reserve remote sales throughout the continental U.S.

Confidential

Network Control Specialist NOC Level 2 Lead

Perform numerous work assignments and the full-range of providing support to the Defense Commissary Agency's DeCA Local Area Networks LANs , Wireless LANs WLANs and limited Wide Area Networks and associated systems. Troubleshoot and resolve problems at DeCA headquarters and three regions located in Virginia, Texas, California and regions located overseas in Europe and Far East. Review and analyze reported problems. Work as a team member or individually to assist system operators and vendor provider representatives in resolving hardware failures and problems involving the communications equipment Uninterruptible Power Source UPS and various outages. Train co-workers on how to perform duties and responsibilities in the Network Operation Center.

Confidential

Help Desk Analyst

Served as a front-line analyst receiving and resolving technical problems for a variety of software applications for the DeCA headquarters and worldwide operations at four regions and 272 commissary stores. Provided professional, prompt, and courteous customer's first and second-level services and technical solutions to reported problems. Guided agitated and unskilled customers through step-by-step resolutions to technical and complicated problems. Monitored unresolved problems to ensure that steps were taken to escalate the assignments and priorities as specified in the relevant service contracts and agreements. Analyzed reported problems and interpret symptoms of software and hardware malfunctions. Used analytical and problem-solving skills to research, prioritize, and resolve personal computer-related malfunction issues. Assigned unresolved problems to specific teams of analysts and developers according to guidelines established in 30 service agreements. Worked closely with external service providers to report and resolve failures covered by contractual agreements. Identified new technologies and procedural enhancements to improve the efficiency and effectiveness of the agency's help desk operations. Accurately, recorded and reported problems in a call-tracking database and thoroughly documented resolutions and actions taken to correct problems.

Confidential

Junior System Analyst

• Provided second-level support for the applications and operating software systems on computer workstations at HQ DeCA. Installed the Common Access Card CAC Reader on all DeCA's users workstations for added security within the Department of Defense worldwide. Upgraded all Windows 95 workstations to Windows 2000 OS system within HQ DeCA. Established and maintained network connectivity for all workstations. Ensured that all applications and operating system software were configured according to the requirements needed for the customer's workstation and place. Researched different software
• applications before deploying them in DeCA. Analyzed problems and interpreted symptoms of software and hardware malfunctions. Isolated potential sources for malfunctions formulated and implemented specific corrective actions or necessary changes. Implemented and tested corrective actions and problem resolutions in the production environment, and documented the solutions for future applications. Trained other team members to recognize problems and how to properly apply new developed techniques. Trained users on how to properly and effectively use the software and technical tools available to them. Recognized users who needed additional or remedial training and diplomatically provided whatever assistance or training necessary to help them perform their job effectively.

Confidential

Keyfile System Administrator

Served as a Lead Production Point of Contact for the Keyfile System at HQ DeCA and for the users at seven regions. Administered and created user's accounts on the servers at the regions worldwide i.e., Central, Northern, Southern, Midwest, Western Pacific, Europe, and Japan . Supplied users with passwords and their security rights. Assisted and trained users on how to identify and resolve Keyfile problems and use of the Helpdesk Expert Automation Tool HEAT office. Reported and exchanged documents from the region servers to HQ DeCA's server for testing of the new version of Keyfile 5.3.1. Assisted in the building and installation of the HP Net Server LH6000, for the Keyfile system and DeCA standard software. Scanned requests for approval or deletion of documents and sent them to our server to be maintained. Typed various information and correspondence, then posted it for public use. Typed notes and recorded minutes at IPR meetings, and e-mail the information to IPR members.

Confidential

Associate Programmer Analyst

Performed multiple duties and responsibilities as a Desktop Support Analyst while developing and maintaining DeCA's inventory database. Worked as a team member and individually in the HEAT office while providing customer services and support to more than 900 users and 5,000 workstations within DeCA. Prepared various software and hardware troubleshooting documents, computers and network configurations data. Developed the DeCA telephone directory. Used Y2K Microsoft service packs for Office 97 and Windows 95, and used YMARK2000 compatibility software for Y2K hardware. Trained and assisted new employees on software and hardware troubleshooting.

Confidential

Computer Operator

• Performed daily file maintenance for 30 commissary stores that were located throughout DeCA within the United States. Bi-weekly, transmitted price
• changes to the stores. Enabled the system three times a week to allow all stores access to the region files. Polled Basic Regional Umbrella Item Examination System BRUCIES to generate reports for monthly sales totals. Backed up tapes for Point of Sale Management POSM . Assisted in training new employees on daily operations in the Computer Room for DeCA.
• Additional Hardware: Cisco Routers 3825, 3745, 3600, 4000 2600 , Cisco 2960 and 3550 Switches, B2 and B3 Enterasys Switches, Cabletron Smartswitch 2200 Switches, Cisco Wireless Access Points, Wireless LAN Controllers, Cisco Air Defense, Air Fortress, Pairgains, Sprint CSU/DSU, AT T CSU/DSU, Verizon CSU/DSU, Modems