SUMMARY

• Self - motivated and organized professionally skilled in a 24 x 7 high volume call center / application support and data center operations environment.
• Creative and strategic out -of- the- box thinker, customer oriented communicator and hands on individual with a consistent record of overachievement.
• Strong leadership, customer service, and hardware & software technical support skills. I.T professional with current Security Clearance.

TECHNICAL SKILLS

Operating Systems: Windows Advanced Server 2003/2000, Windows 2000/XP/95/98, Windows NT 4.0, REDHAT LINUX9, SCO/UNIX, AIX, SUN Solaris, AS\400 O/S V5R2, C++

Programming Languages: (Working knowledge) of the following (Java Script, HTML, Visual Basic, COBOL, SQL, Shell Scripting, RPG IV, ASP 6.0)

Software: MS 2000 PowerPoint, MS Excel, MS Word, Lotus Notes, MS Access, Microsoft Outlook, PKMS (Pickticket Management System), PC anywhere, Connect Care (CRM), FLASH 5, Fireworks 2.0, FrontPage 2000/2002/2004, Flash5, HP OpenView, Veritas, Remedy, Tivoli Workload Scheduler v1.3, Maestro, Vantive, Netcool, Terminal services, Remote desktop, InfraEnterprise CRM, Veritas Cluster Manager monitoring software, NetIQ, Sharepoint, Clarity, BMC Patrol

Project Management Tools: Microsoft Project, Microsoft Office

Networks: LAN and WAN protocols, TCP/IP, ACD/MAX, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Marietta, GA

NOC Support Technician

Responsibilities:

• Provides maintenance and technical support to the company’s operating systems, including networks, workstations, operating systems, and software applications.
• Obtains technology requirements for various projects and assists in developing the functional specifications for implementation to ensure the customer’s needs are met.
• Addresses and responds to customer issues and concerns in a timely manner. Provides the appropriate solutions to problems as needed.
• Ensures the availability, continuity, and security of data and information related to the organization.
• Supports the installation and configuration of the Wide Area hardware and software. Ensures new users are equipped with the appropriate training tools and customer support.
• Performs routine preventative maintenance on network hardware and software.
• Analyze, evaluate and work to resolve customer inquiries and issues escalated from Service desk and Tier I support
• Participate in routinely scheduled maintenance and application validation
• On-call rotation
• Documents new procedures and/or provide updates to Wiki and Sharepoint tools
• Participate in Team, Development, and Technical Management meetings as needed
• Restoring service on outage conditions - Participating in technical calls on outages and assisting with communications
• Troubleshooting and monitoring scheduled batch and payment runs for failures and other issues and performing research during failed job events
• Updating and closing remedy cases in our queue. This includes tickets assigned to us by other organizational groups or customers using the web interface.
• Used and understand fundamental UNIX commands (telnet, df -k, grep, etc)
• Creating problem tickets to be assigned for enhancements and other investigated application defects

Confidential, Atlanta, GA

Application Hosting Support Analyst

Responsibilities:

• Monitor applications, systems and servers using NetIQ and Veritas Cluster Manager monitoring software and manual diagnosis.
• Utilize VERITAS cluster manager as a tool to view failovers, failed services, and assist with the diagnosis of issues that occur
• View NetIQ charts as a tool in identifying failures of critical websites
• Replace failed hard drives and other peripheral as needed
• Apply image on new servers • Copy images from servers for backup purposes
• Configure server with IP addresses, add to active directory and apply latest patches
• Install, uninstall and cable servers and other peripherals as needed
• Receive, inventory, and set-up off-site tapes for NetBackup
• Create and distribute NetBackup status reports to customers
• Record daily activities
• Communicate important issues and or updates to next shift
• Documents new procedures and/or provide updates to technical writer.
• Communicate important issues and or updates to next shift

Confidential, Atlanta, GA

Application Hosting Support Analyst

Responsibilities:

• Monitor applications, systems and servers using NetIQ and Veritas Cluster Manager monitoring software and manual diagnosis.
• Utilize VERITAS cluster manager as a tool to view failovers, failed services, and assist with the diagnosis of issues that occur
• View NetIQ charts as a tool in identifying failures of critical websites
• Replace failed hard drives and other peripheral as needed
• Apply image on new servers • Copy images from servers for backup purposes
• Configure server with IP addresses, add to active directory and apply latest patches
• Install, uninstall and cable servers and other peripherals as needed
• Receive, inventory, and set-up off-site tapes for NetBackup
• Create and distribute NetBackup status reports to customers
• Record daily activities
• Communicate important issues and or updates to next shift
• Documents new procedures and/or provide updates to technical writer.
• Communicate important issues and or updates to next shift

Confidential, Norcross, GA

Data Center Support Analyst

Responsibilities:

• Operates and monitors computer equipment and/or on-line applications. Observes continuously the operation of all equipment, monitoring alerts, and manipulates controls to maximize hardware utilization and online system availability.
• Loads peripheral equipment with selected materials such as tapes and printer paper for operating runs, or oversees loading of peripheral equipment by peripheral equipment operators.
• Takes corrective action in the event of machine or program failure, notifying supervisor or upper management of errors or equipment stoppage. Clears equipment at end of operating run, recycle servers, restarting key infrastructure components.
• Document incidents in trouble ticket as well as turnover document, and takes corrective actions to resolve the problem, perform escalations/notification, and initiate/coordinate Triage.
• May direct, perform or assist with equipment maintenance, supplies, security or disaster recovery.
• Identifies potential end user difficulties and work with team members to avert or minimize user productivity disruptions. Communicate client status, concerns and issues to the appropriate account manager, management and support personnel or other resources on a routine basis or as given situation warrants
• Interface with client and support teams to ensure effective communication and accurately identify problems and corresponding solution documentation.
• Review and revise operating instructions to ensure efficient operation.
• Assign ownership of problems to appropriate resolving entities. Follow up on open problems for timely status reporting and resolution.
• Coordinate and support change management process to ensure accurate and timely execution of change requests.
• Monitoring of batch schedules with TWS. Research and investigation of failed batch job, escalating to appropriate technical resource when necessary. Submits or cancels batch schedules upon request.
• Lead, coordinate and participate in key process improvements.

Confidential, Norcross, GA

Product Support Specialist

Responsibilities:

• Traveling to customer sites to aid in product installation and properly manage the implementation process
• Directly working with customers offering email and phone-based support
• Identify potential product problem areas and provide documented detail of the issue
• Serve as project manager on Digital Resolve installation projects
• Provide feedback on customer requirements to Sales team and Engineering
• Work with internal groups to define, deliver, and assist with post-implementation issues
• Serve as single point of contact for the customer providing technical support for Digital Resolve’s proprietary software products.
• Perform knowledge transfer to client support staff, answering any questions regarding product features.
• Analyze, evaluate and work to resolve customer inquiries and issues

Confidential, Alpharetta, GA

NOC Technician

Responsibilities:

• Responsible for remotely managing client hosting servers and application infrastructure platforms via terminal services and remote desktop.
• Duties include troubleshooting, analysis, fault resolution, configuration management, change management and performance management.
• Monitoring database performance and perform required tuning, manage space utilization, perform backup recovery procedures, verify utility outputs and also perform installation of patches and upgrades
• Restoring service on outage conditions - Participating in technical calls on outages and assisting with communications
• Utilizing remote desktop and terminal services to access client servers and perform routine troubleshooting.
• Opening, updating and closing remedy cases in our queue. This includes tickets assigned to us by other organizational groups or customers using the web interface.
• 1st level support of LINUX servers, and responsible for running shell scripts for particular application failures.
• Responding to alarms that occur routinely on client servers (CPU spikes, file system full, Server down, etc.)

Confidential,Atlanta, GA

Technical Consultant

Responsibilities:

• Logging, ticketing and tracking all calls in Vantive ticketing system. Accurately escalating tickets per department procedures. Timely and professional follow up on all calls.Providing accurate timely and professional resolution on all supported issues.
• Responsible for setting up new and existing EDI (Electronic Data Interchange) trading partner relationships
• Provide principal telephone support by analyzing the service/help inquiries and determining the appropriate action needed.
• Responsible for editing files, renaming files and requeuing data.
• Determining if the problem that is manifesting is product related or system related. Must also be able to communicate this effectively to the customer as well as the Network Analysts if needed.
• Responsible for providing notification of power and network outages (scheduled and unscheduled) to out customer database.
• Assists the customer support representative in troubleshooting and resolving problems that occur on the network.
• Administration of user accounts
• Submit restore Requests
• Submit requests for usage reports
• System error detection, notification and escalation (Monitor Netcool/PMONITOR)

Confidential - Atlanta, GA

Operations Technician

Responsibilities:

• Working knowledge of Veritas: Netbackup Administration, User Backup and Restore, Media Management, Device Management, and Job Monitor
• Utilized ACSLS, ACSSS, and ACSSA netbackup software.
• Ensured successful backup completion.
• Monitored UNIX & Windows servers in a 24 x 7 environment with the use of HP Openview. Took appropriate action when alerts were emitted from servers in the data center (filesystem full messages, server down, tape write protected, server rebooted, etc) Performed routine troubleshooting when possible, notified specific support groups for servers after verification and troubleshooting was done.
• Used fundamental UNIX commands (telnet, df -k, grep, etc)
• Putting servers into maintenance when requested by support groups (DBA, Windows or UNIX system administrators, etc) with the use of HP Openview for change requests.
• Opening, updating, and closing Remedy tickets in our queue according to Service Level Agreements. This includes tickets assigned to us by ESD, System Administrators, and opened by DC Ops staff from monitoring tool messages. Tickets will have all information relating to the problem documented in the ticket to include but not limited to: trouble-shooting information, detailed resolution, outage duration, and updates according to Service Level Agreements and system administration group requests.
• Understand, monitor and take action for errors in Tivoli Batch scheduler
• Run jobs on demand in Tivoli Workload Scheduler and Maestro as requested.
• Assisting Tivoli administrators and SAs in troubleshooting unlinks and server/network issues.
• Alerted helpdesk of customer impacting issues that may be picked up through HP Openview or other network monitoring tools.
• Assisted system administrators in maintaining service level agreements through proper escalation and preventative action
• Special Projects as Assigned