TECHNICAL SKILLS:

• Operating Systems: Windows 7, 8, 10/Windows Server 2008 - 2012, Linux Distributions - Ubuntu, Fedora, and Centos, Mac OS X
• Network Monitoring Tools: Patrol (BMC), Radar Tool, What’s Up Gold, Environmaux, EM7, Site Scope, X Matters, SCOM,
• Active Directory
• Bomgar
• Microsoft Office Suite (Word, Excel, and Power Point)
• Various Ticketing Systems: Clear Quest Rational, Remedy, Service Now, Salesforce (CRM), Siebel
• Knowledge of Network System Fundamentals
• Optical Transport Networking Fundamentals
• Technical Operations Support
• Desktop Support

WORK HISTORY:

Confidential, Bethesda, MD

Incident Management Operator and Operations Support Specialist

• Maintained an advanced level of knowledge supported programs and support policies.
• Operated as a lead role in performing data collection from multiple sources to respond to network discrepancies.
• Executed and administered management responsibilities/duties when immediate manager was absent or on leave.
• Overseen direct and indirect communication with applicable entities throughout outages/events resolution processes.
• Developed and constructed program related documentation and knowledge base information that enhances support for recurring inquiries.
• Assured company/customer information and systems are protected in a manner consistent with information security policies, procedures, and standards.
• Aided in the promotion of new approaches, methods, procedures and enhancements to improve performance and achieve optimal customer service standards.
• Consistently enforced and adhered to defined Service Desk standard operating procedures.
• Performed monitoring of Confidential network with a variety of monitoring tools to include: xMatters, EM7, HP SiteScope, SCOM, and Monolith.
• Performed operational activities, including system save and restore, server reboot, report generation and distribution.
• Utilize the knowledge base to assist callers with issue resolution.
• Performed troubleshooting as well as diagnosed and escalated problems by evaluating multiple options using checklists and guides.
• Provided maintenance and support for basic client products, peripherals, and network devices.
• Utilized analytical tools to perform data analysis and data collection in support of events, resolution of incidents and service affecting outages.
• Provided support and troubleshooting for desktop and laptop hardware / software issues.
• Performed user account setup, security maintenance and systems monitoring.

Confidential, Annapolis Junction, MD

Network Operations Center Engineer (NOC) Operations and Administrative Support Specialist

• Governed, handled, and performed primary operation responsibilities/duties for 12-hour weekend duty mid shifts.
• Conducted and organized audits to assist with RMA (Return Materials Authorization) retrieval.
• Responsible for case creation in response to internal/external customer requests/issues via call center, email or the customer portal.
• Validated compiled and analyzed information, with also assigning/escalation of cases to appropriate tier for resolution and closure.
• Provided recorded documentation of timely, quality updates, diagnosis, and resolutions for customer issues.  
• Maintained the highest security posture as well as alignment with the customer's enterprise standards, policies and procedures
• Responsible for monitoring, troubleshooting, and managing Infinera equipment and networks using the DNA Network Management System for those customers who are part of the NOC Service entitlement.
• Handled and administered Return Materials Authorization (RMA) case creation by way of controlling, and tracking network modules being returned by customers or field operations.
• Overseen direction of First Line Maintenance (FLM) and case creation to coordinate FLM support per Service Level Agreement (SLA) with entitled customers.
• Performed equipment/DNA fault isolation and repair.
• Utilized appropriate tools and logs to interpret/identify root cause analysis.
• Responded to and resolved internal/external customer operational or technical issues.
• Responsible for thoroughly reviewing and understanding parameters of a network. scheduled maintenance and to authorize, conduct, supervise or monitor a maintenance in conjunction with other internal or external groups.

Confidential, Baltimore, MD

Network Operations Center Engineer

• Served as the first point of contact for users/customers seeking technical assistance by phone or email
• Performed remote troubleshooting through diagnostic techniques and pertinent questions
• Determined the best solution based on the issues and details provided by users/customers
• Directed unresolved issues to next level support personnel
• Recorded events, incidents, and outage history along with their resolutions in logs
• Conducted hourly observation of data center activity.
• Archived documentation of operation transactions & activity history.
• Followed-up and updated user/customer with status and information concerning event or outage.
• Provided daily monitoring of assigned IT systems, applications, servers, clients, and network devices.
• Communicate problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Maintain inventory of existing applications, servers, and network devices.
• Participates in after-hours on-call rotation.
• Identified and suggested possible improvements on procedures (SOPs).
• Maintained & updated information assurance protocols & procedures.
• Monitored internal & external network performance through the use of various network mediums & information assurance practices.
• Provided quality desktop support to internal end users, including support for hardware, printing applications, user accounts, and telephone systems.
• Open/closed trouble tickets for all incoming/outgoing inquiries.
• Reporting of ArcSite activities to Information Assurance manager
• Administrative responsibilities include running reports, tracking escalations & notification of key performance indicators.
• Executed network operations transactions, such as (CMS) Content Management System input, content validation & network activity/condition alerts.
• Assisted specialty groups & support teams to ensure network connectivity.
• Performed quality assurance testing by the utilization of user & test cases.

Confidential 

2A652 Aerospace Ground Equipment Journeyman/Powered Support Systems Technician

• Ground and Power Production Support to F-15s, F-16s, B-1Bs, A-10s, C-5s, C-130s, C-17s, Boeing 747, Transient Cargo and fighter Aircraft.
• Major & Minor maintenance on various ground support systems such as hydraulics, pneumatics, electrical generation, & (GTC) Gas Turbine Compression engines.
• Troubleshooting with the assistance of schematics & wiring diagrams.
• Conservative diesel mechanic duties that involves daily service inspections, periodic inspections & time compliance support system upgrades.
• Maintenance of pneumatic compressors (vane & rotary type).
• Dispatching of equipment to back shops & flight line operations.
• Composite Tool Control Bench Monitor.
• Administrative & clerical duties such processing equipment forms, Filing flight line transaction reports, supply documentation, back shop transaction history & mobility documentation.