SUMMARY:

Information Technology Leader - Senior Systems Analyst Accomplished Performance Engineer 10years professional experience / Systems Analyst with over 20 years of professional experience across applications, networking, and service centers in Fortune 500 firms. Offers demonstrated success in designing and supporting networks and hardware systems as well as overseeing systems administration, technology deployment and technical analysis of multi-client operations. Gained a reputation for delivering technology solutions on time and according to specifications with the ability to increase system reliability to ensure recoverability, and improve performance and efficiency. Experience includes working within large, complex, enterprise level environments.

• Served as team lead and IT manager, working as a hand on analyst within different, enterprise level call centers, data centers and middle tier application environments.
• Engaged on projects migrating to Office 365, administration of Windows Server 2008, MS Exchange 2010, and Active Directory (AD).

CORE COMPETENCIES:

• Performance Monitoring & Optimization Network Design & Implementation
• Systems Integration & Data Migration Hardware Installation & Configuration
• Diagnosis, Troubleshooting & Repair LAN/WAN Maintenance & Support
• Disaster Recovery Planning Project Management
• Client/Key Stakeholder Relations IT Process & Procedure Development

Operating Systems: Windows (2000/XP/Vista/Windows7/Window 8.1), UNIX, Linux, Informix, MAC OS X (Snow Leopard/Lion/Mountain Lion/Maverick/Yosemite/Sierra), Windows Server (2000/2008 R2, 2012)

Databases: Microsoft Access, FoxPro, Oracle, SQL

Tools: MS Exchange (2003/2008/2010/ ), Active Directory (AD), Tivoli, LDAP, PKI, Web Trends, BackOffice, Rumba, Lotus Notes, SAP, PeopleSoft, RSAM, Big Brother, Nagios, Docsis, Site scope, Service-Now, Solarwinds, Cisco Unity, Cisco Call Manager, Cisco UCCE, CentreVu Supervisor, TotalView, HP Service Center 6.2, eCoach, Clarity, Hi Path Pro Center Observer, NICE, Ghost, VERITAS Backup Exec, Remedy, Norton Antivirus, McAfee, MS Office Suite 2003/2007, MS Project, MS Visio, Adobe Acrobat, Fortinet Firewall. CPT, HCPCS, Sarbanes Oxley (SOX) HIPAA

Related Skills: TCP IP, LAN, WAN, VLAN, WLAN, VPN, SMTP, DNS, DHCP, ISDN, GroupWise, Citrix, Nagios, StorageTek, SolarWinds, and experience with PowerShell scripting, Avaya PBX, and Cisco Call Center technologies

PROFESSIONAL EXPERIENCE:

Confidential

PERFORMANCE ENGINEER/ LEAD APPLICATION SYSTEMS ANALYST

Responsibilities:

• Mentored and developed a team of 4 analysts and leveraged innovative expertise to streamline multiple processes and procedures to optimize operations.
• Managed deposits that come through the bank, including armored car delivery, client transactions, and large-scale deposit applications (phone check deposits).
• Monitored acquisitions networks, applications, servers, business analysis, and overall IT operations for a national financial business.
• Steered data analytics, incident, process, change and problem management, including production reporting and high-level production assurance on call.
• Oversaw electronic data processing, network operating systems, Unix, Informix, Linux, JVM, SQL, Oracle, and Windows Servers.
• Utilized Nagios, Splunk, for system operations and network responsibilities.
• Provided IIS and SQL administration to allow for internal financial reporting.
• Researched and debugged problem situations. Responding to requirements.
• Worked with common networking concepts, standards, and procedures.
• Utilized various monitoring and measuring tools.

Confidential

IT MANAGER

Responsibilities:

• Managed overall operation of 50-person limited partnership law firm.
• Maintained database, networks, servers, and assorted legal peripherals.
• Supported application administration: Confidential Notes 9, Docova File Database Management, Microsoft Office365, Veritrak/Copitrak, Active Directory, in-house network and Hyper V monitoring.
• Hired to fix and update multiple legacy systems.

Confidential

SYSTEMS ANALYST

Responsibilities:

• Migrated MS Exchange 2010 accounts to Office 365 for over 23,000 Users, involving all branches of service for the State of Ohio.
• Utilized PowerShell scripting and MS Excel to retrieve GroupWise archives and emails for each User account.
• Provided administration for GroupWise archives and User accounts.
• Employed the use of FIM convert users between two secure domains within Active Directory (AD).
• Onboarded vendors, tracked and stored technical documentation, associated workflows, and understanding goals & objectives
• Utilized Citrix for server farm load balancing.
• Oversaw encryption project for Confidential using Bitlocker and group policy for corporate use.

Confidential

PERFORMANCE ENGINEER / SYSTEMS ANALYST

Responsibilities:

• Monitored and managed Confidential mainframes, databases, networks, and storage for 50,000 users.
• Acted as point of contact for managing & coordinating all incidents, problem and change management both nationally and globally.
• Oversaw Confidential Tivoli and Identity Management System enhancement (IDM).
• Worked with distributed operation systems including Windows, UNIX, Linux, and midrange to larger mainframes including MVS, z OS, VM, and AS 400 operating systems.
• Engaged with outside LOBs on Change and Problem Management.
• Defined problems, collect data, establish facts and draw valid conclusions.
• Administered StorageTek for a mainframe and Windows environment.
• Supported the VMWare environment.

Confidential

SYSTEMS AND TELECOMMUNICATION ANALYST

Responsibilities:

• Managed the Global Technology Infrastructure Cisco Call Center Management Avaya project.
• Coordinated global voice security accounts for Cisco Call Center and Unity applications on worldwide Chase networks.
• Gathered technical requirements and turning them into software and hardware requirements. Created manual to teach newly hired analysts in the Philippines.
• Provided security access maintenance for Cisco, Avaya PBX, illegal call investigations, and project management with Avaya PBX SAL related application conversions.
• Reported call center activity within Avaya Call Management Systems (CMS) R16.
• Programmed and maintained ACD groups, phone sets, voice mail, distribution lists, and speed dial.
• Tracking tasks.
• Researched and debugged problem situations.
• Worked with common networking concepts, standards, and procedures.
• Utilized various monitoring and measuring tools.

Confidential

PERFORMANCE ENGINEER / PRODUCTION ASSURANCE ANALYST

Responsibilities:

• Monitored Data center networks, applications, servers, business analysis, and overall IT operations for a nationwide distributive pharmaceutical business.
• Accountable for data analytics, incident, process and problem management, including nightly data center production reporting and high-level production assurance on call.
• Electronic data processing (network operating systems, e.g., DOS, Windows Server, Exchange Server, Citrix Server, Microsoft Word, Microsoft Excel.
• Utilized Nagios, Big Brother, and Solarwinds for system operations and network responsibilities.
• Monitored Fortinet firewalls and packet shaping.
• Provided IIS and MySQL administration to allow access for internal pharmacy portal.
• Administered EMC storage system within Windows Server 2008 environment, as well as Backup Exec and SolarWinds for server monitoring.
• Provided administration of VMWare environment.
• Researched and debugged problem situations. Responding to requirements.
• Worked with common networking concepts, standards, and procedures.
• Utilized various monitoring and measuring tools.

Confidential

IT CONSULTANT

Responsibilities:

• Provided tier III customer resolutions regarding DNS, webhosting, static installs, VOIP, and cable networks.
• Handled for incident service request ticket queues, customer follow up, and hardware software router maintenance and diagnostics.
• Acted as lead consultant for corporate network domain migration.
• Desktop/network administration.
• Managed incident ticketing and customer facing IT issues, including Microsoft and Apple iMac related application service calls.

Confidential

Responsibilities:

• Acted as lead analyst for supporting Active Directory (AD), client server applications, and retail telephone banking.
• Modified and converted Active Directory (AD) user access rights locally and system-wide.
• Projected timelines in Microsoft Project.
• Proofread technical materials, recognize errors and make corrections.
• Interpreting a variety of instructions in written, oral, picture or schedule form.
• Managed service request ticket queue and provided data analysis.
• Provided RSAM, Peregrine, RDS-AA voicemail, and email correspondence.
• Worked with escalated individual and group requests.
• Collaborated with project management staff to organize and update the RDS-AA knowledge bases and IT group performance metrics.
• Resolved issues and ensured uninterrupted operations as quickly as possible.

Confidential

PERFORMANCE ENGINEER / IT SERVICE CENTER OPERATIONS SHIFT MANAGER AND HELPDESK SUPERVISOR

Responsibilities:

• Managed service level agreements and settings including priority setting 0-4 (priority escalation based on severity of incident).
• Drove operations and backup for call center manager including technical outages related to real time operations and disaster recovery.
• Interacted with LOB availability teams for reports and status on system incidents, as well as end of day reporting.
• Compiled information sent to floor managers and senior management for management meetings.
• Maintained web and voice outage messages utilizing Avaya IVR, as well as adherence, schedule adjustments, and trending including IEX Totalview.
• Monitored call traffic flow and good abandons/bad abandons utilizing Genesys CC Pulse.
• Prepared meaningful, accurate and concise reports.
• Involved in design and testing of system to share call skill sets between two separate geographic calls centers.
• Reported call center activity within Avaya Call Management Systems (CMS) R16.
• Programmed and maintained ACD groups, phone sets, voice mail, distribution lists, and speed dial.

Confidential

SYSTEM AND COMMUNICATION ANALYST 

Responsibilities:

• Managed and coordinated Nymex trading applications, Active Directory (AD), and infrastructure trading peripherals. (Satellite feeds from API, Bloomberg, and Reuters.).
• Provided Windows NT/2000 Server technical support and desktop support along with corporate systems administration with other national network energy trading partners.
• Dispatched technical staff, provided helpdesk support, and data and network support.