OBJECTIVE:

Performance - driven IT Professional eager to contribute technical proficiencies as well as dynamic project management and strategic business solutions development skills toward supporting operations of a progressive organization.

CAREER PROFILE:

• 24 years of intensive technical support and IT systems administration/network engineering experience.
• Knowledgeable in systems analysis, testing, quality assurance and application implementation.
• Effectively interact with diverse groups and professionals at all levels.
• Strong abilities in software troubleshooting and correction.
• Focus on providing exceptional support to Senior Management and corporate departments.
• Well-organized multi-tasker with strong detail orientation.
• Adept in aligning IT contributions with organizational objectives.
• Enthusiastic team player and contributor to organizational proficiency.
• Outstanding capacity to develop and implement advanced applications.

TECHNOLOGY SKILLS:

Cisco, Juniper, NETGEAR, SonicWall, Sophos, Meraki, HP, Routers, Switches, Firewalls, Access Points, NAS, SAN Active Directory. Windows Servers 2008/2012/2016 , Windows 7/8/10, Red Hat Linux, Mac OSX, Exchange, VMware, Office 2010/2013/2016. Symantec, Webroot, McAfee, AVG Antivirus, Confidential, Lenovo, HP, Dell servers, desktops and laptops. Symantec Backup Exec printers, PDAs, Netcool, SolarWinds, Clarify, Remedy, ConnectWise,Windows Poweshell

PROFESSIONAL EXPERIENCE:

Confidential, Hopkington, MA

Lab Support Senior Engineer

Responsibilities:

• Coordinate and perform installations, preventive and remedial maintenance of servers and storage equipment located within the LAB computing environment
• Provides top level technical expertise and support to engineering departmental users
• Submit service requests tickets and perform follow up as needed to request new firewall rules, routes, and DNS entries as needed to insure data transmissions will complete.
• Responsible for ensuring proper deployment of fiber-channel storage arrays, hosts, switches, software, and storage networking infrastructure.
• Identify and execute on proactive and preventative system upgrades.
• Identify system or storage performance issues and participate in the development of tools to improve system management

Confidential, Bedford, MA

Network Operations Consultant

Responsibilities:

• Using tools provided by the development team, perform analysis and research on TCP/IP data pathways to determine if firewall rules are needed for data communication between various systems
• Provide general architectural level client/server and SAN/storage array support for the configuration and maintenance of the engineering computer lab systems for the lab computing environment .
• Responsible for ensuring proper deployment of fiber-channel storage arrays, hosts, switches, software, and storage networking infrastructure
• Ensure that the technical environment is properly monitored and that any problems are rectified

Confidential, Natick, MA

Network Engineer

Responsibilities:

• Microsoft Windows Server / 2008 R R2 /2016 Administration and Management
• Microsoft Exchange Server / 2013 Administration and Management .
• Microsoft Small Business Server / 2011 Administration and Management
• VMware 5.x /6.x, Hyper-V support and installation
• Perform tier 3 support for Windows and Linux Servers, Citrix, and ESX environments
• Perform server deployments in ESX and physical environments where applicable
• Administer and Manage Microsoft Windows Desktop Operating Systems 7 /8 /10
• Install and Troubleshoot end-user productivity software (MS Office, Adobe Product Suite, etc.)
• Network infrastructure technologies (routing, switching, cabling, wireless, etc.)
• Security technologies (firewalls, patch management, best practices).
• Administration and Management of Backup Solutions (Symantec, Datto, Windows Backup, etc.)

Confidential, Westford, MA

Lab Engineer

Responsibilities:

• Manage the reservation and utilization of lab equipment consisting of Juniper equipment and 3rd party equipment. Providing first line fault resolution on all Level I and Level II incidents.
• Project manage all hardware installs, upgrades, de-racking, and archiving. Ensuring correct escalation procedure is followed on all critical calls and requests.
• Provide Hands and Eyes services for remote staff. Contacting the user in the event of a failure and attempt to determine the cause of the faults.
• Provide contract management and vendor coordination.
• Participate with other supervisors and managers on customer calls, site tours, problem resolution, and escalations.
• Perform server deployments in VMware vSphere ESX and physical environments where applicable
• Perform tier 3 support for Windows Server, Windows Desktop and Linux Servers, and ESX environments

Confidential, Framingham

Network Support

Responsibilities:

• Managing and monitoring the clients of the Confidential customer base from the GSC.
• Providing first line fault resolution on all Level I and Level II incidents, primarily in IPT environments.
• Logging of faults with the Customer Management System and logging and driving calls with the Telco.
• Ensuring correct escalation procedure is followed on all critical calls and requests.
• Working with Help Desk, Service Delivery Manager, and the Customer Management center to ensure swift resolution of faults.
• Contacting the user in the event of a failure and attempt to determine the cause of the faults.
• Managing tickets to ensure completion according to guidelines.
• Communicate effectively and update the customer and 3rd party help desk personnel

Confidential, Boxboro, MA

Technical Analyst

Responsibilities:

• Monitor and use the CALO case-ticketing system for work instructions.
• Locate networking equipment and interconnect physical layer components. Establish layer 2 and layer 3 connectivity.
• Ensure cases completed within established service level agreement times.
• Update and maintain the Inventory Tracking Management and System for all equipment within CALO labs.
• Install, rack and remove equipment within CALO labs.
• Build and maintain lab servers.
• Create and update virtual machines by installing O/S, updates and application software.
• Provide basic lab infrastructure support, following the instructions of remote experts.

Confidential, Framingham, MA

IT Technician

Responsibilities:

• Provide technical, analytical and administrative support for Confidential ’s Global IT infrastructure systems and services.
• Perform incident assessment, problem resolution and service restoration tasks requiring a working knowledge of servers, operating systems, networks, and telecommunications.
• Active Directory and UNIX account Management, Network and server monitoring and performance management
• Backup monitoring and verification. Resolve, document, and close trouble tickets where possible and escalate as required
• Participate in the identification, review and implementation of new IT infrastructure technology and services

Confidential, Waltham, MA

Network Control Center Engineer

Responsibilities:

• Monitor Netcool Event Browser for UP/Down nodes status and SNMP Traps and report any issues to the customer and carrier
• Provides support with installing, troubleshooting and maintaining the network.
• Create and update Clarify and Remedy tickets.
• DSL router/ Cable modem issues
• IP Routing protocols (RIP, EIGRP, OSPF).
• LAN technologies (Ethernet, VLAN).
• WAN technologies (TI, DS3).
• Transport Technologies to include
• SONET, WDM, DWDM
• Cisco ONS 15454, 15540/ 15530.

Confidential, Waltham, MA

Service Support Representative

Responsibilities:

• Hired to provide server and telephone support and resolve trouble tickets.
• Oversaw troubleshooting for networks, desktop/laptop equipment and software.
• Performed machine imaging and data backup.
• Support for different customer accounts including Astra Zeneca, Alcatel Lucent, Intuit, Rational Software and Confidential .

Confidential, Maynard, MA

Systems Administrator

Responsibilities:

• Retained to provide account/email management and PBX administration.
• Administered PC ordering and maintained inventory.
• Delivered hardware/software support, including resolving trouble ticket issues as well as supplying data backup.
• Troubleshot hardware/software as well as any network issues.