SUMMARY:

• Experienced as Network Engineer responsible for Tier 2 NOSC support and problem resolution for LANs, WANs, MANs, Internet, VoIP, VTC and WLANs in support of a 24x7 Network Operations and Security Center.
• Experience in providing day to day Network Surveillance of Tier 1 and Tier 2 and worked to insure quality work product and prompt response to the various technical demands.
• Experience in provisioning and troubleshooting the following equipment types: Cisco Routers ( series), Cisco Switches (6500 series).
• Experience in BIG BROTHER and Nagios monitoring tools and Unix/Cisco Platforms to enhance skill set(s) and capabilities in ROC.
• Strong knowledge and experience with monitoring and providing day to day support and conducting incident analysis utilizing tools: Concord, HP Open view, Cisco Works, Micro Muse Omnibus (Maximo & Remedy Ticketing Module).
• Wide experience in Opening, trouble - shooting, and closure of ISDN and IP network trouble-tickets with 3rd party carriers in support of customer issues.
• Extensive experience with SUN/SOLARIS Systems Technology coupled with VERITAS Clustering and VERITAS Files system in a Production environment.
• Extensive experience with SharePoint to maintain NOC events and issues.
• Experienced in supporting for CISCO Catalyst switches, VPN technologies and JUNIPER based firewalls.

TECHNICAL SKILLS:

SKILL SET: Network Operations, DSL Circuits, Frame Relay, T1, T3, Sonet, ATM, UNIX, Windows 7, XP, Windows Server 2010, Internet/E-Commerce

Hardware &Network Support: Amdahl 5890, Digital Vax 8600, Windows XP network configuration, Sun Ultra Enterprise servers, Digital Alpha Server 8400, CISCO Routers, AS400 and T1 UNE circuit.

Software: UNIX, HTML, Oracle, VMS and Solaris.

WORK EXPERIENCE:

Confidential

Migration Tech

Responsibilities:

• Worked with a three member team to install Dell workstations, Nortel switches and VOIP telephones at 12 different Prince William County high schools.
• Provided end user support with various issues pertaining to Windows 7/8 and Windows 10. Performing VPN support/troubleshooting and configuration & testing.

Broadband Tech

Responsibilities:

• Monitor the TNS network to include access points, backbone infrastructure, and customer endpoints in order to identify, isolate, and resolve network faults.
• Ensure network availability and service levels are within established SLA’s, and interact directly with TNS Payments customers to provide superior technical support.

Service Desk Analyst

Responsibilities:

• Supported telephone and trouble ticket oriented "Service Desk" in support of a customer's mission oriented Data Center infrastructure.
• Supported VMware and hyper-V virtualization solutions for 300 Platform and Cola Customers in a 24x7 Environment.
• Installed equipment including switches, servers, routers and SAN Equipment.
• Open, troubleshoot, and close ISDN and IP network trouble-tickets with 3rd party carriers in support of customer issues.
• Monitored the Data Center environment for uptime and health and provides feedback to the Platform, Storage and Network teams.

System Administrator

Responsibilities:

• Provided remote support to all Eagle Eye remote users, including Eagle Eye clients in medical clinics and Hospitals throughout the United States.
• SNMP active monitoring.
• RIS/PACS (clinical applications) admin.
• Admin Data backup.
• Spec & order, stage, and deploy equipment.

Network Engineer

Responsibilities:

• Monitored LightSquared network and responding to potential and actual service-impacting events detected by LightSquared network management system (NMS) tools.
• 24x7 on-console monitoring and nominal operations for the SBN Inner Core (GBBF, FES, & TTF).
• Performed initial detection & diagnosis of network and gateway incidents displayed by CCMS & FMS tools.
• Incident ownership through resolution, monitoring, tracking, & communication.
• Provided Incident Management coordination/interface with Boeing GTAC, SOC for SBN Inner Core issues.
• Investigated and diagnosis; Classification and matching faults to known problems or solutions.
• Incident response coordination with Gateway and SOC teams including escalation decisions.
• Resolution by applying known solutions to repeated incidents.
• Escalation to appropriate resolving group due to SLA time or incident complexity.
• Tracked SLAs to support customer status notification requirements
• Closed fault & related incident tickets, recorded details required for LightSquared incident-handling metrics.
• Member of the LightSquared Change Control Board for service changes and impacts.

Network Engineer

Responsibilities:

• Provided day to day Network Surveillance of Tier 1 and Tier 2 (Real Networks Operations Center) -
• Worked with the group to insure quality work product and prompt response to the various technical demands.
• Utilized BIG BROTHER and Nagios monitoring tools and Unix/Cisco Platforms to enhance skill set(s) and capabilities in ROC.
• Provided customer support managing critical issues and updated tickets via the RITS & Remedy Ticketing Modules.
• Managed incidents to resolution & escalated issues to the next level (TIER 3) technical support teams per Rhapsody, RealPlayer, Super Pass and Game House Platforms.
• Investigated root causes analysis to improve system availability with the preventive corrective plan items and Managed Maintenance Windows with Vendors - 3rd Parties

Network Support

Responsibilities:

• AS business or econ.; Utilizing GDS/World Span and ABRE; transportation principles.
• Providing quick and accurate problem resolution over the phone and e-mail for a variety of user problems within the Help-Desk Environment.
• Provided customer service & needs assessment; familiar with ACD phone system; multi-tasked in a fast pace environment; 5 + years Help Desk experience.
• Summarized and logged all calls accurately within a call tracking system.
• Was able to Provide Excellent systematic problem-solving skills, ability to think "outside the box" and understand department needs, e.g. awareness of calls in queue, real-time trending and staffing concerns.
• Very Proficient with Windows and Microsoft Office products.

Network Analyst

Responsibilities:

• The Associate Security - Network Engineer is responsible for Tier 2 NOSC support and problem resolution for LANs, WANs, MANs, Internet, VoIP, VTC and WLANs in support of a 24x7 Network Operations and Security Center.
• Duties include monitoring and providing day to day support and conducting incident analysis utilizing tools: Concord, HP Open view, Cisco Works, Micro Muse Omnibus (Maximo & Remedy Ticketing Module).
• Assisted as a technical resource during physical installation and Sun Microsystems OS and solution configuration and verification. Operated SUN/SOLARIS Systems Technology coupled with VERITAS Clustering and VERITAS Files system in a Production environment.
• Conducted network security testing on Intrusion Detections Systems via Arc Sight and Source Fire per Host/Port Scans, Worm Viruses and Chatting/IM sessions.
• Also utilized the Ehealth Module per Bandwidth Threshold Events

Network Engineer

Responsibilities:

• Designed and deployed company LANs, WANs, and wireless networks, including servers, routers, switches, security devices, VPN appliances and other hardware.
• Configured Cisco 6500 networks smooth, reliable operation for fulfilling business objectives and processes.
• Monitored network performance via the Net cool/HP Open view Platforms and troubleshoot problem areas as needed in a 24/7 NOC Environment.
• Have Strong knowledge of Solaris administration - Solaris 8, 9, and 10. Conducted physical configuration audits w/ Sun Microsystems to verify delivery compliance.
• Collaborated with executive management and department leaders to assess near- and long-term network capacity needs.
• Created and maintained SOP documentation as it related to network configurations, network mapping, processes, and service records.
• Overseen installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Ensured network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances. Utilized SharePoint to maintain NOC events and issues.
• Developed, implemented and maintained policies, procedures, and associated training plans for network administration, usage, and disaster recovery.

VOIP Tech

Responsibilities:

• The GNOC VOIP Tech Maintained Local/wide area network hardware, software, and telecommunications services such as routers, switches, modems, and cabling in a 7x24 VOIP/Internet service provider environment. Event management using a Remedy ticketing system.
• Knowledge of CMTS's - Cisco uBR's and Motorola BSR's, MTA's, MGX's as well as knowledge of VOIP technologies and IP based routing.
• Utilized the AGILENT Tracing Tool to monitor call events between Switches and CPEs.
• Dispatched Techs to trouble areas and also had direct contact with CLEC groups.
• Troubles hooted and resolved complex network problems to ensure minimal disruption.
• Managed analog and digital, control systems as well as the connection between the controllers and CSG.
• Monitored Diagnostic Message Logs and queued updates in CSG for all controllers (digital & HSD).
• Extensive knowledge of HP Open View, Cisco Works and Net Cool Monitoring Module.
• Utilized Cisco Call Manager 4.1 in a clustered environment - tracking all active VoIP network components; Cisco Phones 7940/7960, gateways, conference bridges, transcending resources, and voicemail boxes.

Migration Specialist

Responsibilities:

• The Migration Specialist/Desktop Technical Support Technician supported a large scale software/hardware migration project for 4 Inova Hospital Sites in Fairfax Counties.
• Advanced experience with Windows O/S to include troubleshooting and installing Windows XP, HW/SW support, break-fix, and connectivity issues.
• Experience with ghosting and pre-imaging laptops and Dell PC's with Windows OS and assisted the end-user (s) with any questions they had.
• Traveled to multiple sites in one day. Developed efficient processes and checks and balances to be sure the data is extracted from EDM timely and accurately.
• Worked with a team to define the requirements for putting the extracted data into PDM Verify data migration in a Group Data migration test environment.

Frame Relay Tech

Responsibilities:

• Duties include Router Configuration, Circuit specification, Testing/Monitoring active-down circuits utilizing REACT Testing Module in a 24/7 NOC Environment.
• Assisted the IT/Help Desk with troubleshooting and resolving computer hardware and telecommunications issues utilizing TRS Ticket Software.
• Works close with LEC's during implementation and troubleshooting of network connections.
• Experience in provisioning and troubleshooting the following equipment types: Cisco Routers ( series), Cisco Switches (6500 series).
• Monitor and troubleshoot the network infrastructure utilizing Cisco IOS AP's (350, 1100 and 1200). Dispatched Telco Technicians to CPE'S sites for timely MTTR Resolution of Circuits Latency/Slow Response/Packet Loss and Downed Issues.
• Utilized BGP Routing Platform and Identified and tracked trouble ticket MTTR for Tier II escalation referral. Proficient in IP Telephony (VOIP).
• Knowledge of Fiber Optics, DSUs/CSUs and PRI installation.
• Proficient with Enterprise routing platforms.
• Provided support for CISCO Catalyst switches, VPN technologies and JUNIPER based firewalls.
• Performed Loopback Testing procedures to CPE's Smart jacks, DSU's and CSU's to isolate and monitor errors within Circuits/T1's and T3's.

Help Desk Support

Responsibilities:

• Assisted the ongoing implementation and operation of PF’s Angel Tree year round program as a ministry of local churches assisted by P Fellowship.
• Provided direct communication with all stakeholders to provide support, tools and resources to facilitate the matching of church-based volunteers.
• Supported general process of material reproduction and mail projects.
• Provided Team-Oriented Help Desk Support utilizing REMEDY Platform Application to handle tickets/calls a day for a variety of technical questions.
• Possess strong MS Office (2000/2003) skills.
• Experience with Windows XP/ Windows 2000 and Office Suite.
• Excellent Demonstrated organizational, interpersonal and customer-relations skills.
• Proficient with Oracle SQL Platform.

PC Tech/Desktop Support

Responsibilities:

• Responsible for deploying 60 new Dell desktop and laptop systems for the U.S. Department of Homeland Security.
• Responsible for setting up image, installing image and transferring data from one system to another. Provided client support once the new system was installed.

Electronic Forms Developer

Responsibilities:

• The Electronic Forms Developer utilized the software tools of Form Flow and Adobe PDF Format per the generation of electronic input forms per Various Government Contracts for Internet usage Motient Corp.

Senior/Lead NOC Technician

Responsibilities:

• The Network Technician monitors and maintains the AMSC satellite network Voice services in the Network Operations Center.
• Network systems include Vax mainframes(s), Northern Telecom Gateway Switch, UNIX systems(s), Sun Servers(s), and Alpha Server 8400.
• Duties include: Locating/isolating system-wide faults in the AMSC voice.
• Performing preventive and corrective maintenance actions to mitigate and/or alleviate system faults and enhance overall performance of Gateway Switch and Generating system documentation and diagrams.
• Provided System Administration for Solaris operating system-based servers.
• Proactive response to Trouble Ticket inquiries utilizing REMEDY Module.
• Proficient at operating and troubleshooting CISCO router equipment and Switches.
• TCP/IP, Ethernet, LAN/WAN, Linux, EIGRP, Open view, UNIX and Sonet.

Senior Computer Operator

Responsibilities:

• The Primary responsibilities of this position include System installs & Upgrades.
• Providing client-server end user support per large scale network Environment.
• Daily Monitoring/backups per UNIX based mainframe configuration.
• Mounting 3480 cartridge media on 30 drive stations per data warehousing and 2nd level help desk support