SUMMARY:

• Meticulous IT Systems Support Professional who undertakes assignments, meets tight deadlines and delivers superior performance.
• Possesses practical knowledge in information technology and systems support.
• Applies strong technical and analytical skills to inform senior management of key trends and reduce company expenditures to upgrade their bottom line and accelerate growth.
• Operates with a strong sense of urgency and thrives in a fast - paced setting.
• Experience researching, resolving and supporting application and Telecommunications operational issues.
• Familiar with working on a Sharepoint system. Project Management experience.
• Experience with processing requests for additions, updates and removal user profiles.
• Possesses Monitoring skills, telecom Support skills, IIS Server support skills, Network support skills, Windows based server support skills, Technical systems support skills, Familiar with HP OpenView, Production Systems support skills and Operations Experience, On call and weekend support and experience working remote..

TECHNICAL SKILLS:

• Experience with Windows and Unix Servers
• Remote Desktop
• Experience working with Physical layer infrastructure in a raised floor data center
• Experience and working knowledge of circuits, trouble shooting of circuits, extending of circuits, loopbacks, Telco Demark, T bird testing
• HP Openview Experience
• Experience and working knowledge of network switches and routers (IOS, IP addressing, configurations)
• Experience with Wealth, Retirement, Trust applications or systems.
• Experience supporting technology in a financial/enterprise environment.
• PC/LAN experience.
• Ability to analyze and troubleshoot application, hardware and peripheral technology issues.
• Experience with help desk functions such as Microsoft Word, Excel, PowerPoint, Access, Visio and Project Skills
• Previous Information Security Experience in Confidential Connection
• TCP/IP knowledge
• UNIX
• Working knowledge LAN based applications
• Windows Operating Systems
• Demonstrated ability to work well with others in a team environment.
• Ability to manage tasks to completion under tight time frames.
• Proficiency in relevant Open Systems technologies such as UNIX, INTEL, LINUX, F5, DATAPOWER, ORACLE, MQ, WEBSPHERE
• Proficiency with complex Service Oriented Architecture (SOA) environments.
• Willingness to work holidays/overtime/off-shift hours as required.
• Comfortable working in a fast-paced multi interface environment (phone calls, email, instant messenger, pager, monitoring systems)
• Ability to multi-task and work in a deadline driven, dynamic environment.
• Ability to execute move, add, change (MAC) requests with both applications and hardware.
• Experience with PAC2000.
• Experience working off-hour shift, weekends and holidays.
• Experience in critical monitoring and analysis such as network monitoring.
• Knowledge with incident handling
• Ability to apply forward-thinking in a fast-paced and rapidly evolving environment.
• Experience with multiple computing platforms (Windows, Linux)
• 10+ years experience in computer related technical service position. This includes both hands on and remote desktop support.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Experience with Active Directory, understanding of IDs/Groups

EXPERIENCE:

Confidential, GREENSBORO, NC

CONSULTANT - APPS PROGRAMMER

Responsibilities:

• Provides Application, IVR, Enterprise Contact Server, Telecom, and Operations support for Confidential ’s call centers.
• Responsible for monitoring and maintaining enterprise level servers, including resolving break/fix incident tickets.
• Experience working with Confidential, Enterprise Contact and IVR servers, including performing health checks.
• Interface with vendors to resolve complex hardware, software and network issues.
• Participates in the collection of data and/ or voice communications requirements for the firm with business unit and systems management.
• Participates in data/and or voice communications requests.
• Coordinates the installation and maintenance of data and/or voice communications equipment.
• Serves as a fully seasoned/proficient technical resource.
• May manage one moderately complex project and direct activities of a team related to special initiatives or operations.
• Works under minimal supervision, with general guidance from more seasoned consultants or managers.
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.
• Exercises judgement within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results.

Confidential, WINSTON SALEM, NC

IT OPERATIONS ANALYST

Responsibilities:

• Provided Windows and Unix Server and Application help desk support for Confidential ’ Lines of Business.
• Hardware support for all of Confidential ’s servers.
• Works with Server, Database and Application Administrators.
• Critical Application support for the Enterprise.
• This includes the real-time monitoring and coordinated repair of Enterprise server, Retail branch server, and Securities branch server company-wide.
• Responsible for operational management of Open Systems, Storage, Application Performance and Critical Site environment conditions within the Confidential production environment.
• This will include interpreting monitoring alerts and resolving or coordinating resolution of complex production, application and system problems to ensure that related service availability commitments are met.
• Participates in bridgelines as required and provides operational support for aligned support groups.
• Monitor and respond to problem tickets and alerts.
• Escalate issues to management and reports status on issues to senior management team.
• Performs diagnostic testing, trending and analysis of production problems and relationships and resolves issues to avoid impacts to system performance.
• Analyzes work flows and procedures, contributes to, and implements operational best practices.
• Reviews, updates, or writes daily operational documentation for shift transition as well as processing procedures/documentation within the command center for application processing and backup/contingency.
• Responds to customer inquiries, opens, documents, resolves and closes problem records.

Confidential, WINSTON SALEM, NC

Telecom Engineer (Analyst)

Responsibilities:

• Provided Server and Network Monitoring Support.
• Supported Cisco routers and switches for Retail branch network, Securities branch network and corporate network.
• Monitored and responded to trouble tickets and alerts.

Confidential, WINSTON SALEM, NC

TECHNICAL SUPPORT ANALYST

Responsibilities:

• Position entailed diverse responsibilities, including technical and phone support of Confidential 's PC-based Corporate Treasury applications, documentation of in-bound caller activity, and facilitation of open customer issues in a call center environment.
• Handled Information Security related issues within Confidential Connection products.
• Created ID's and passwords.
• Delivered quality customer service by processing move, add and change requests and user security requests from external customers on Confidential Connection Applications.
• This position also called for an individual who is detail-oriented, self-motivated, and a problem-solver who understands PC hardware, its related components and peripherals, extensive exposure to Windows operating systems and a strong knowledge of LAN and communications hardware and software.
• Along with excellent communication skills and strong analytical skills.

Confidential, KERNERSVILLE, NORTH CAROLINA

NETWORK ENGINEER

Responsibilities:

• Provided first and second-level technical support in a Network Operations Center in a 24 x 7 call center.
• Effective multitasking was an integral part of this job.
• The primary duties will included:
• Providing 100% phone support for the companies Physical Layer Service Center using remote desktop software applications.
• Provision and support the Frame Relay, ATM, VoIP,(ADSL), (HDSL) at the Core Level over the DS1, DS3, DS0, OC3 networks remotely from a service delivery center.
• Added the Cisco routers and the switching matrix for routing and also the transport link for the circuits to travel.
• Experienced configuring the actual network elements, this will included setting up cross connections and signaling parameters.
• Overall experience in creating, designing, troubleshooting, and testing /turn up service.
• Experience with troubleshooting various protocols, working knowledge of CSU/DSU operation and testing, strong circuit testing exp, and Telco exp.
• Experience and working knowledge of circuits, trouble shooting of circuits, extending of circuits, loopbacks, Telco Demark, T bird testing.

Confidential, CARY, NORTH CAROLINA

TECHNICAL SERVICES SPECIALIST

Responsibilities:

• Digital Data Service, T-1, T-3, voice and data
• Provided technical service support to large account customers by responding to inquiries related to the Confidential Network.
• Called the customer to inform them of circuit failure and enter record of failure into the trouble ticket system.
• Familiar with TCP/IP, LAN/WAN, telephony and cisco routers. Acted as a liaison between the customer, account team and Confidential internal/external organizations in order to effectively identify, troubleshoot and resolve problems. Opened circuits, Frame Relay, Switch Multi Data Service and ISDN Services.
• Utilized all systems and available to ensure restoration of service to the customer s satisfaction .
• Conducted initial routine data testing as well as call searches, interpreted results and act accordingly.
• Documented service tickets as necessary, escalated to network services management as appropriate and provided timely and accurate feedback to the customer on their incident.
• Performed special projects as assigned. Trained new employees. Performed team leader functions.

Confidential, RALEIGH, NORTH CAROLINA

TECHNICAL SUPPORT REPRESENTATIVE

Responsibilities:

• Managed customer assets in excess of $1 million.
• Supported marketing representatives in new and existing accounts.
• Worked intensively with user and technical personnel.
• Handled multiple priorities and confidential matters in a fast paced environment.
• Was responsible for billing release and sending out invoices, on-line asset processing, maintaining files, installing assets into the computer system to start the warranty, and maintenance of contracts.
• Traveled to customer sites to explain asset standings and ensure ultimate customer satisfaction.
• Used knowledge of computer functions and processing procedures to work within established guidelines for audit-ready posture.
• Was instrumental improving customer relations through exemplary service.
• Was responsible for quotes, purchasing, status reports, product research, and on going tracking of products.