SUMMARY:

• I am currently a Major Incident Manager.
• I took this position to get a better overall picture of worldwide interactivity of all towers in a data center environment.
• I am still a Windows SME. But, after 3 years of Incident management, I have a good feeling for how all of the pieces interact from the end user to the developer and back.
• Major incident manager for a company with global support queues and customers
• ITIL process management
• Adept at communicating complicated technical issues to non - technical upper management
• Major incident coordination with a great record of resolving complex incidents within SLA
• Extensive experience working with multiple ticketing systems.
• 3 years of experience with Service Now for different customers.
• As North America WinTel Lead and as a Major incident manager have been called upon to provide leadership, anticipates and resolve problems, and ensures inter-group cooperation to meet all operational obligations and objectives.
• Make recommendations and implement enhancements for increased uptime, performance and reliability.
• Review infrastructure performance reporting and metrics for stability to support 24x7x365 operations.
• Participate in ITIL based change management process providing business impact and risk perspective to proposed production changes. As a lead I had to ensure that the team followed established policies and procedures for internal and external audits.
• Develops and directs the WinTel team of personnel by hiring, training and leading the best qualified people, utilizing effective communication, motivational and coaching techniques, leading by example, and providing ongoing performance management.
• As a Major Incident Manager I was called on to provide strategic direction and recommendations on new technology. Seek ways to continuously improve the performance of the all tower teams productivity and establish work priorities and time requirements.
• I was personally responsible for writing most of the work level instructions for the WinTel tem and to ensure complete infrastructure technical documentation.
• While a WinTel lead and a lead for the Confidential intake I was responsible to ensure overall system performance meets company and department goals and objectives by evaluating current methods, making recommendations and by developing project plans.
• Interface, communicate and build relationships with internal customers throughout the organization at various levels of management to represent the entire managed services infrastructure for North America.
• Supported change control and disaster recovery activities for WinTel team.
• L3 (Deep Trouble Shooting) Lead for one Confidential largest accounts world-wide
• PlateSpin SME expert on P2V, V2V, and P2P migrations
• Citrix Administration
• IIS support
• Competent team lead with management skills and coordination skills
• Qualified intermediary between US teams and Indian support teams with 6 year of experience
• Design, implement and maintain client servers in a corporate environment
• End user support ranging from 300-6000 on Windows 2000-2008 supported network
• Big Fix Administrator
• Expert trainer and communicator specializing in making the complex simple
• Excel in troubleshooting, managing, imaging, cabling and networking skills
• 14 years Software and Hardware support
• Server configuration support
• Help desk troubleshooting Expert
• Experience with SQL, FTP, IIS, Net Backup, Ghost, ADS, RIS, Remote Admin, Vista, SMS, Patch management and deployment

WORK EXPERIENCE:

Confidential, Arlington, TX

Major Incident Manager

Responsibilities:

• Working directly with Vice Presidents and corporate CEO’s to keep them abreast of incident impact for their company
• Coordination of assets to resolve incidents within tight SLA guidelines
• Ensure that ISO guidelines are followed on all incident bridges.

Senior WinTel Administrator

Confidential

Responsibilities:

• Responsible for effective provisioning, installation/configuration, operation, and maintenance of Windows •server hardware and software in a Tier 3 Data Center environment.
• Led a North American team of 35 engineers in in physical to virtual (P2V) server conversions and Windows operating system upgrades. I was the NA Subject Matter Expert for this.
• Administrated multiple enterprise sized VMware based virtualization infrastructure covering vCenter ESXi environments
• Managed the maintenance for all Windows VM templates
• Assisted with daily software deployments to Windows systems in production, QA and development environments.
• Supported development and QA teams in troubleshooting application and infrastructure related issues for multiple customer environments
• Team lead for North America for over 3 years
• Subject matter expert for PlateSpin Migrate for all of North America for the 3rd largest outsourcing company in the US
• On-call schedule management
• 24/7 support for over 4000 servers
• VMware support
• Active Directory support
• Troubleshooting expert for multi-customer environment running multiple OS and configuration setups
• Citrix support
• Team lead for multiple migration projects including Confidential and Confidential intake teams.

Queue specialist

Confidential

Responsibilities:

• In charge of coordinating with 3 top level teams to get ticket queues managed and in control
• Dropped WinTel tickets by 45% in the first week.
• Coordinating plans for reducing ticket volumes world wide for WinTel and Linux queues

Lead Engineer

Confidential

Responsibilities:

• Lead engineer for a worldwide team offering top level support for over 7000 servers
• Trained a team of 31 US based engineers in methods to support this customerOversight and lead troubleshooter for a 31 person team that did support and Root Cause Analysis for a 7000 server environment in over 14 countries.

Lead Engineer

Confidential

Responsibilities:

• Lead engineer for a nationwide team charged with refreshing 2800 servers located in over 100 sites.
• Trained teams in the use of PlateSpin Migrate
• Interviewed, hired and trained Rapid Deployment team
• Oversight and lead troubleshooter for a 20 person team that did the migrations and refreshes.

Lead Senior WinTel Administrator

Confidential

Responsibilities:

• Subject matter expert for PlateSpin Migrate for all of North America for the 5th largest outsourcing company in the US
• Team Lead for a 12 person WinTel team
• Intermediary for North America WinTel team to address management issues with our Indian support team
• On-call schedule management
• 24/7 support for over 2000 servers
• VMware support
• Active Directory support
• Troubleshooting expert for multi-customer environment running multiple OS and configuration setups
• Citrix support

Confidential, Las Colinas, TX

Global Escalations Support Engineer

Responsibilities:

• End user 3rd level support for Windows XP and Windows Vista
• Resolution of cases sent directly to the Executives at Confidential
• Mentoring and assisting of cases for level one and level two technicians

Confidential, Coppell, TX

SMS Administrator

Responsibilities:

• SMS Support and administration
• Administrate and troubleshoot hardware and software for over 500 servers
• SAN Support
• FTP and sFTP & IIS support
• Ghost deployment and imaging
• X64 support
• SQL support
• Active Directory, DNS & DHCP Administration
• Exchange 2003 and 2007 Support
• VMware support
• Net Backup support

Confidential, Irving, TX

Platform Support Specialist

Responsibilities:

• Telephone and email based support for large companies like Wal Mart, Price Waterhouse, the Canadian National Railway Service
• Setup based support (Deployments, Disaster preparedness, Hotfix and Patch deployment Blue Screens and Virtual based products)
• SAN Support
• Hot customer support
• RIS Deployment Support
• Active Directory support
• Server Management Systems (SMS)
• Clarify Help Desk Support
• Windows Vista Support
• Memory Debug analyst
• Windows Server 2003, Windows 2000 and Windows XP Setup Support

Confidential, Oklahoma City, Ok

Proprietor

Responsibilities:

• Sales, maintenance and repair of client computers and networks
• Small network support for Windows 200 and Windows NT 4.0 Networks
• Full desktop support for hardware and software
• Worked with accounts to develop and maintain support strategies
• Build, repair and sell desktop and server computers
• Network Design, integration and server configuration
• Office 2000 and XP Support
• Active Directory Support
• Corporate Training for usage of office based software
• Wireless Network support
• Training of novices and professionals in hardware and software utilization

Confidential, Oklahoma City, Ok

On site Support Representative

Responsibilities:

• Development of marketing strategy for print, mail and e-mail marketing of this 22 year-old company
• Support for NT 4.0 and Windows 2000 Networks
• Training for customers on new Hardware and Software
• Design and support of Windows 2000 Servers and Office 2000 Support
• Full desktop support for Hardware and Software
• Worked with accounts to develop and maintain their support strategies
• Wireless Network Support and Server Configuration
• Sales, maintenance and repair of client’s computers and networks.
• Desktop and Network Support for over 200 Networks and hundreds of computers

Confidential, Oklahoma City, Ok

Assistant Manager

Responsibilities:

• Training of sales and service staff
• Technical phone support for a customer base of over 10,000 computers and networks
• Worked with accounts to develop and maintain their support strategies
• Full Desktop Hardware and Software Support
• Small Network Design and Support
• Windows 98, 2000, and XP Support
• Office 2000 and XP Support
• Server Design
• Report generation with Crystal Reports for analysis of call and business trends and training needs
• Accounts included many of the largest companies and Government offices in Oklahoma
• Led sales for the Central region of company for 18 straight months.

Confidential, Oklahoma City, Ok

Sales Manager

Responsibilities:

• Trained Sales and support staff on all new products and procedures
• Sales, maintenance and repair of client computers and networks
• Small Network and Server Design and Support
• Desktop support for Windows 98, NT and 2000 Operating Systems
• Worked with accounts to develop and maintain their support strategies
• Office 2000 Support
• Technical support for many of the largest companies and government agencies in Oklahoma
• Set company record for sales in 1999
• Led company in sales for 19 months straight
• Software Experience
• Veritas Backup Exec- Advanced Support
• NT Backup- Expert Troubleshooter
• Confidential Office- Experienced Troubleshooter
• Trend Micro Products- Experienced troubleshooter
• Symantec Antivirus- Experienced Troubleshooter