HIGHLIGHTS OF QUALIFICATIONS:

• Contract Negotiating, SOC2, Data Mining, COTS, Project Managing, Agile Methodology
• Skill sets - IT Customer Service, Department of Defense Network Manager, Data Center, Managed Services NOC Engineer, Network, System, Exchange Administrator, Level II/III Helpdesk Analyst, Ecommerce Site designer, Webpage/Website Designer, Certified TN State Educator, Backup/Storage Administrator, Cisco Unity call Manager Administrator
• Hardware platforms -Dell, HP, IBM, Windows Servers 2003,2008, &2012, Mac OS 8.x-10.x OS, Windows 95 through Windows 8.1, Multiple HP Desktops/Laptops and various peripheral devices. Magnavox, Sharp, JVC, Sony and Cannon Hi-Definition Cameras.
• Software applications - Idera SQL Diagnostic Manager, Service Now, Solar Winds, Cacti, Microsoft SQL Server Management Studio, AppDynamics, Remedy, Connect Wise Today Ticketing, Microsoft Exchange Management Console, Veritas, Symantec Backup exec 2012 Admin, Screen Connect, Active Directory Management Group Policy, Parallels Virtualization, VMware, Esxi Hoisting, Vsphere Virtualization, Photoshop Dreamweaver, Flash, Firefox, Remote Desktop connections, Network Monitoring PRTG, Whatsup Gold, NOC Continuum, N-Central Network Operations Center web interface, AD Manager Plus, Microsoft Office Suite. Citrix (XenApp, XenDesktop) administration Support services for HIPPA, Sarbanes-Oxley, Ernest & Young Auditing requirements, IaaS & DaaS

EMPLOYMENT HISTORY:

IT Project Internship

Jacksonville, FL 

• Responsible for weekly updating departmental project status within an ITIL/Agile work environment along with reporting to upper management on project(s) status.
• Executed daily updates to (CMD) configuration management database that include updating new soc2 audit control language. Data mining (Big Data) databases and applications as well as infrastructure hosting and access methods.
• Experienced Florida Blue’s (Agile) process of Leadership, Collaboration and Teamwork.
• Updating monitoring software (Spectrum) alerting controls to include various severity alerts to be monitored and responded to by NOC technician.
• Created department tickets using (Service Manager) in support of SOC2 audit.
• Software Licensing Maintenance by tracking all company software application eligible for renewal.
• EProcurement creating new software contract renewal.

NOC Incident Manager

Jacksonville, FL 

• Initiate Bridge calls by identifying need resources, draft all initial as well as follow-up correspondence for executive Management. Make contact with third party providers in regards to outages and eta for resolutions. Create, Design and modify SOP’s for NOC Analysts as well daily metrics of NOC operations.
• Incident manager of NOC Operations Team, supervising (6) engineers that supported 24/7/365 NOC center operations team that managed and coordinated all incidents (Severity 1, Severity 2 and Severity 3). NOC team also provided level-one database administration support.
• First responder for all Incident/outages, establishing Bridge Lines, conference calls and communicating to stake holder and executive management on status/ETA resolutions.
• Monitoring several hundred VM servers for process functionality, high CPU usage. Monitoring Idera SQL Database processes for Blocking, CPU, Data sessions, down service processes as well as deploying new SQL scripts.

Lead Managed Services Network Operations Center Cloud Engineer

Jacksonville, FL 

• Within a Managed Services client facing environment resolves technical issues with virtual device infrastructure and/or services provided by third parties such as Website and ISP services. Monitored, maintain, DNS, Hosted Microsoft Exchange, Citrix XenDesktop and XenServer connectivity and Data Backup services. Created, managed Vworkspace VDI containers as well as diagnose performance and availability of the VDI corporate infrastructure servers and networks.
• Administered Active Directory Group Policy, Account Creation, Password Resets and OU Management. Provided Network Monitoring through, NOC Continuum, Advance IP Solutions, Terminal Services and Standard Network Monitoring applications.
• Providing End to End client IT support, Break and Fix, Remote Desktop Support, Applications Management and Installs for clients with no internal IT support staffing.

Lead Managed Services Network Operations Center Engineer

West Palm Beach, FL

• Respond to requests for assistance from client or staff end-users, or other support staff working for clients or vendors ensuring that clients technical need were resolved to their satisfaction.
• Within a Managed Services environment supported and respond to service outages or other incidents. While performing root cause analysis and problem resolution.
• Troubleshooting and debugging of VPN/LAN/WAN & VMware, Esxi Hoisting and XenApp & XenDesktop and XenServer connectivity within a Data Center Virtualization environment on issues utilizing all layers in the OSI model.
• Performing routine and regularly scheduled maintenance and monitoring tasks.
• Performing installations, integrations, configurations, upgrades, troubleshooting, and performance tuning of various software technologies from multiple vendors. Administering Active Directory Group Policy, Account Creation, Password Resets and OU Management.

Microsoft Exchange Communicator /Administrator

Juno Beach, FL 

• Performed as Outlook Administrator for 2010/2007 & 2003 approximately 15,000 end user supported.
• Configured Outlook Exchange Accounts to include, Mailbox Quota increase, Permissions, Rebuilding large outlook OST files, Mailbox and Calendar access. Supported Active Sync account(s) configuration and setup for IPhone, Android and IPad devices.
• Troubleshooting issues related to MS Lync/Communicator Accounts while responding to internal, international and offshore customer with exchange connectivity and performance/functionality issues.
• Monitored Checkpoint and Forefront Firewall and Spam filtering software applications.

Corporate LAN Support II Technician

Boca Raton, FL 

• Answer, respond to, and document phone and email request for technical assistance.
• Provide high quality customer service through courteous, prompt, and accurate communication.
• Troubleshoot and resolve PC & Mac issues with company-approved software.
• Process inbound requests to the Help Desk received via telephone, e-mail, and the self-service ticketing system and escalate as needed. Manage user accounts, permissions, anti-virus and anti-spam systems.
• Lead small to medium size projects. Work with other members of the Operations team and IS department to meet IS and company goals.

Network Administrator

Nashville, TN

• Responsible for Active Directory Group Policy, Account Creation, Password Resets and OU Management.
• All (LAN) connected devices, to include maintenance, upgrades, patches and new hardware/software purchases. Responsible for upgrading EDI system form 56k Dialup to LAN/Internet based EDI system.
• Providing customer support for (40) users and (200) External Sales staff, for VPN connectivity, password reset, Email support and normal; break and fix issues. Scheduling and supporting Veritas weekly Backup software.
• Established Standard Operating Procedures and Training Guidelines for new EDI system. Ensure all IT Policies, SOPs, documentation, software purchases and installs and process of doing daily business and conformed to Sarbanes-Oxley compliance requirements.

State Certified High School Teacher

Ripley, TN

• Responsible for creating, designing and modifying approved Webpage Design and Ecommerce Site Design and Career Management Lesson Plans for 9-12 grade students.
• Using Macromedia Dream Weaver 8.0 instructed students on how to produce HTML/XHTML Web Dynamic rich pages and websites. Macromedia Fireworks 7.0 and Flash 6.0 instructed students on how to produce animated objects for web pages and websites. Adobe Photoshop instructed students on how to edit digital images, bitmap vectoring and image editing for Webpages/websites.
• Technology and Film Coach for multiple team sports and school events DVD Production Girls Varsity Basketball (Assistant Coach) Use of various HD camera systems JVC, Sony and Cannon (Filmed, produced and edited several school service announcements). Intimate knowledge of Mac OS 8.x through Mac OS 10.x.

Confidential

Specialist Helpdesk Support

Responsibilities:

• Network Administrator/Help Desk Manager responsible for system administration of the local area network/remote servers and customer service/support. Active Directory Group Policy, Account Creation,
• Answered technical questions regarding software products and their requirements within clinical environment.
• Responsible for researching and procuring new Technical/Clinical software including its installation and setup in accordance with HIPPA and DISTCAP certification requirements.
• Trained other staff to use the program efficiently and facilitated and participated in conference calls with customers and other departments.
• Providing helpdesk telephonic support and instructions, generating Remedy /Lotus Notes trouble tickets for approximately 25,000 Local and Remote users with questions and problems regarding Clinical/Network applications. Installed, upgraded and maintained windows MS Exchange, XP, NT & 98 OS.