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Network Operation Center(noc) Engineer / Systems Support & Helpdesk Resume

New York, NY

CAREER SUMMARY:

  • Network Operations Center(NOC) and Desktop support/Helpdesk professional with managed services background.
  • Data Center Server Migration Engineer participated in project management of off - site DC migrationsA liaison with various business unit managers and ISP s to determine, execute and facilitate client needs.
  • Proactive problem resolution oriented individual who comprehends the urgency of providing businesses/clients with real-time troubleshooting and resolving issues while minimizing client/user stress levels.
  • Systems Administration Data Center Migration System Installation, Configuring and Upgrading
  • Backup Administration Data Center site assessment Desktop Support & Helpdesk
  • Network Operations Center 24x7 shift coverage

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Network Operation Center(NOC) Engineer / Systems Support & Helpdesk

Responsibilities:

  • Monitor core backbone, client and 3rd party networks, utilizing event monitoring tools, such as SolarWinds.
  • Provide server administration for internal and external users, including but not limited to: Active Directory, Exchange, Blackberry, Citrix and other client/server applications and platforms.
  • Manage ticket queues in ServiceNow for the entire team based on a proprietary ticket management SOP
  • Work closely with the Network and System Engineers to help manage all network infrastructures including but not limited to routers, switches, file and exchange servers.
  • Participate in project management of off-site data center migrations maintain assets/inventory of internal hardware. Create “as built” documentation of datacenter.
  • Identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to the resolution.
  • Maintained all desktops, laptops and printers hardware warranty - escalating break fix issues to outside vendors and coordinating their visits for onsite repairs when necessary.
  • Experience using Help Desk/Trouble-Ticket software, such as Remedy, HEAT and ServiceNow.
  • Remote access applications such as TeamViewer, LogMeIn and Bomgar for troubleshooting user issues at client sites.
  • Assisted users with scheduling & setup of conference calls, web presentations and voice mail.
  • Assist clients with inventory of existing equipment and determine new equipment requirements
  • Familiar with horizontal cabling, terminating Category 5, 5e, 6 and 6A for 10MBPS, 100MBPS and 1GBPS network connections
  • Install all rails and shelves for each rotation to reduce handling time of all servers on relocation weekends
  • Knowledgeable in labeling, testing and documenting copper and fiber optic cabling infrastructure, cabinets, racks, equipment rows and other components
  • Initial analysis and requirements gathering for migration pre-checks
  • Rack, stack and connection of servers and network devices
  • Follow client standard structured cable system and provide post move support
  • Conduct needs assessments and data center site surveys
  • Prepare and distribution of rails, fiber optic, patch cords, power cords and cable/wire management
  • Disconnect/reconnect resources lift and shift of DC legacy equipment and removal
  • Coordinate move logistics with movers and freight

Confidential, New York, NY

Network Operations Center (NOC)Engineer/Analyst

Responsibilities:

  • Scoped and maintained service deliverables and timed projects for support contracts
  • Perform onsite data center support including monitoring of systems, electrical power, server and networks
  • Analyze and troubleshoot various kinds of VPN connectivity issues for remote user’s and clients
  • Coordinate with various ISP’s and circuit providers along with tracking and assisting in resolving connectivity issues
  • Generate internal NOC and external (carrier) trouble tickets, performance reports and dispatch request
  • Manage user administration Active Directory on daily basis, provide password security for multiple user’s/clients
  • Access client systems using remote access methods to perform multi-level troubleshooting support when responding to emails and calls from clients, helping end users in resolving systems and connection related issues in a timely manner.
  • Manage and maintained all printers and print servers - escalating break fix issues to outside vendors when necessary.
  • Provided after hours support for network, helpdesk and server environments

Confidential, New York, NY

Site Lead Technician/Desktop Support

Responsibilities:

  • Verify and assess sensitive customer information, probe concerns and needs for service plan remedies.
  • Activate, update and troubleshoot customer’s Verizon wireless equipment.
  • Maintained daily and weekly tracking reports in technical department productivity.
  • Review and disseminate for staff, upcoming wireless equipment and service improvements.
  • Continuous technical training and customer service workshops.
  • Significant problem resolution for customers from an average of 90 minutes; 30-40 minute turn around.
  • Escalated issues as needed and maintained communication with the customer and technical team.
  • Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas

Confidential, New York, NY

Desktop Support Engineer /Helpdesk Technician

Responsibilities:

  • First point of contact for users experiencing hardware/software difficulties via help desk call center for up to 6 campus departments
  • Responsible for entering accurate information for prompt resolutions to trouble call requests and escalations
  • Re-image (install/update) and troubleshoot department specific equipment, peripherals and anti-virus programs
  • Liaise with vendors for equipment under warranty, ordering replacement parts for specific campus departments
  • Coordinate conference calls between client/vendor and service carriers for de-escalation process
  • Site kept up to date via tracking systems, phone and email for service updates and repairs
  • Provide multi-layered trouble shooting steps to isolate and verify any performance alerts and outages.
  • Desktop Migrations and user workstation deployment.
  • Provided post move support
  • Desktop Migrations and user workstation deployment.
  • Provided post move support
  • Desktop Migrations and Backup APC battery replacement.
  • Next day post move support
  • Desktop and Laptop imaging deployment for 200+ users at new office location.
  • Workstation and desktop moves.
  • Provided post move support
  • Full workstation deployment setup for new client environment Stamford, CT

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