SUMMARY:

Results - driven with successful background maintaining, provisioning, troubleshooting the issues within networks and applications in an Enterprise environment. Strong knowledge of ITSM Service Management best practices and strong written and communication skills . Provides support as applicable for infrastructure hardware, software and Web, applications. Creative problem solving and ability to drive resolution and increase effectiveness and efficiency with meeting service and support goals. An innovative self-starter with effective and adaptable team leadership qualities and excellent communication and technical skills.

TECHNICAL SKILLS:

Software: MS Office 365, Symantec NetBackup, Service Manager, TSRM, Remedy, ServiceNow, HP Openview

Technical Proficiencies: Microsoft Windows 7, 10, OS400, UNIX, AIX, Linux, HP UX, Solaris Cent-OS, Ubuntu

Monitoring Tools: SCOM (2007,2012), SCCM, Netcool, Active Directory, TWS, Tivoli,6.2.3, HP (Business Service Management, Business Application Center & SiteScope, HP Insight Manager, OneView), Nagios & MK Site, Xymon, Cacti, BMC Patrol Suite (TM ART, BPPM), NetApp, AppDynamics, Dynatrace, Gomez APM, IBM TeaLeaf, Omniture SiteCatalyst, Keynote, Vmware 5.5, Veeam 8.0, Hyper-V 2008

Network Tools: Solarwinds, Cisco Works, BigIP F5 (LTM,GTM)

PROFESSIONAL EXPERIENCE:

Confidential, Des Plaines, IL

System Engineer

Responsibilities:

• Responds to alerts from automation and escalation from Level1 Service Desk. Incident, Change and Problem Management activities.
• Works closely with Escalation Management, Application support, Network Operations, Database and other Support teams on critical issues until resolved
• AppDynamics monitoring of business critical applications and provides data analysis for troubleshooting issues.
• Works with VMware 5.5, 6.5 / Hyper-V for monitoring and remediating issues in a virtualized environment.

Confidential, Chicago, IL

NOC Technician II

Responsibilities:

• Symantec NetBackup remediation.
• Support center for Active directory lockouts, password or access issues.
• Support for basic monitoring of infrastructure, applications and troubleshooting.
• Supports, remediate and monitor all network equipment via Solarwinds. (Routers, Switches, BGP, F5 UPS, PDU)
• Monitors and troubleshoots MPLS circuit issues until resolution with vendor.
• Assist with performing Microsoft patching validation through SCCM for Windows server updates monthly.
• Works closely with VMware 5.5 / Hyper-V 2008 and using Veeam 8.0 software for monitoring and remediating issues in a virtualized environment.

Confidential, Chicago, IL

NOC Lead Support/Shift Supervisor

Responsibilities:

• Assist with the operational issues with network infrastructure and equipment to insure that maximum system availability and throughput is obtained. Assist with scheduling projects, assigning tasks, and conducting daily & monthly status meetings.
• Investigate Netapp issues, validates the problem and works closely with vendor to schedule repair.
• Monitors on-line applications, network database systems and related Cassandra database management and Hadoop framework.
• Represented the business and provides high severity (SRT) communication on all issues.
• Handles Vmware Vsphere 5.5 nodes problems and remediation. Works briefly with Azure nodes.
• Supports and monitors OTA (Over the Air) campaign pushes.
• Performs Linux administration functions as needed. (Grep log files, Executed scripts, starting services, clearing of space. File manipulation. Checking disk usage, task memory, cpu utilization, connectivity.

Confidential, Overland Park, KS

Technical Operations / Web System Support /Project Program Mgr.

Responsibilities:

• Monitored measurements of web page and transaction performance globally provided in real-time for availability and response times with Gomez. Created Gomez scripts, dashboards, also reviewed monitors and responded to alarm for problems with the website, opened tickets and engaged teams as needed for resolution.
• Measured web site page views, visits and real-time data from Omniture (Site Catalyst). Providing real-time web analytics intelligence for strategies and marketing initiatives, and problem resolution.
• Used Tealeaf CX to provide visibility into the online customer session experience. Monitored Tealeaf dashboards for changes affecting ecommerce.
• Created dashboard alerting and events.
• Investigated UI SDK captures for unusual customer behavior and interaction with RIAs in Tealeaf.
• Collected and analyzed data to identify root causes of process bottlenecks, errors. Worked with process stakeholders to recommend solutions for improvements and to establish performance measures.
• Monitor on-line applications and database systems.
• Represented the business and provided high severity communication on issues.

Confidential, Chicago, IL

Network Technical Support Admin

Responsibilities:

• Provided telephone, email support to both internal and external customers. Troubleshoot and resolves 1 st, 2nd level technical issues with applications, websites and infrastructure hardware.
• Communicate, collaborate and work or escalate technical issues to 3rd level support and beyond to stakeholders.
• Log issues and follow associated processes to ensure consistent service and tracking, triaging of problems.
• Maintain up-to-date inventories of hardware, cable identification, and floor plans and performs daily checks.
• Recommended monitoring aspects and scope for new additions to the environment accounting for both best practices and environmental nuances.
• Setup of new alerting on key events and additions or revisions for monitoring tools in HP SiteScope.
• Responsible for disk drive array replacements and service as well as file transfers remediation.

Confidential, Chicago, IL

Operations Center Administrator II

Responsibilities:

• Performed Change Management, code release process and monitored using Build Forge.
• Monitor on-line applications and database systems, submit jobs for execution for Data Systems
• Actively monitored Tivoli Enterprise/Integrated Portals (TEP, TIP) for application, database, system or server and cluster related incidents. Alerted on all SCOM, NetCool and Omnibus reporting of incidents through Tivoli (TEP).
• Reported incidents via TSRM (Tivoli Service Request Manager), as well as making sure all documented policies and procedures are being enforced properly.
• Demonstrated technical aptitude, including troubleshooting experience covering systems networking and website applications with Dynatrace. Identified and investigated areas needing improvement or have trouble with, due to design, functionality, flow, usability, etc.
• Proficient with UNIX / Linux or Windows administration and AD, applies knowledge as needed to resolve issues. (Grep log files, Executed scripts, starting services, clearing of space. File manipulation. Checking disk, task memory, cpu utilization, connectivity. Restarting JVM instances, File Manipulation- copy, rename, move. File validation)
• Monitor and troubleshoots all VM ESX(i) hosts problems using VSphere client.

Confidential, Chicago, IL

Operations Analyst II / Team Lead

Responsibilities:

• Monitored and detected all Operations/Network, Application or Web site problems and initiates documented troubleshooting contact/escalation procedures efficiently.
• Documented network events and performed corrective action in responding to alarms and traps in an enterprise production environment with key awareness and involvement on hardware/software changes. Tivoli monitoring framework was used on all enterprise servers. Uses VSphere client to actively monitor and remediate any VMWare related problems.
• Monitored and remediated all Veritas Netbackup 6.5 backups and off-site vaulting concepts also provided reporting.
• Monitors the EMC Storage and SAN resources availability for any performance issues.
• Actively monitored Tivoli Enterprise/Integrated Portals (TEP, TIP) for customer applications and entire network/systems infrastructure, documented events and take corrective action in response to alarms, traps to resolve all issues quickly
• Supervises conference bridges for immediate team escalation on High Severity outages while working closely with Relationship Management to resolve problems efficiently.
• Maintained the appropriate service level agreement ensuring that analysts comply with ITIL standards.