SUMMARY:

• An experienced IT professional with an extensive background in customer service with excellent technical, communication and interpersonal skills.
• Ability to work independently with minimal supervision. I’m goal - oriented, highly organized, and capable of developing action plans with timelines.
• Analyze problems, clearly articulate recommendations, and follow through with results on schedule.
• My interest is learning new technologies and utilizing skills in resolving system and network issues.
• Demonstrate the ability to interact with all levels of management and work in a team environment.
• Personal ongoing development aimed Confidential increasing technical and business skills.

TECHNICAL SKILLS:

• IBM AS/400 (Robot/Save, Scheduler & Network) IBM 3494 Tape Silo Library
• TCP/IP
• Linux/Unix (Redhat & SUSE Enterprise)
• Netview/Tivoli Framework
• PL/SQL
• Novell
• Installation of Windows Server 2008 IP Routing Changes
• VOD (Video On Demand)
• Active Directory
• Microsoft Project
• Mounting of NTFS Drives VPN & Related Security Connectivity
• Disk Storage Array (Re-Striping Hard Drives) adding firewalls on devices
• Oracle database
• Oracle Administration
• FTP
• VOIP
• Network Monitoring
• Solaris
• Visio

PROFESSIONAL EXPERIENCE:

Confidential, Duluth, GA

NOC Engineer Tier 2

• Monitored, diagnose and troubleshoot Confidential ’s CleapPlay and ClearFlow video solutions from ingest to distribution from cable programmers to cable and satellite providers.
• Managed TV Everywhere user accounts.
• Monitored Elemental Conductor and Amazon Web Services cloud technologies.
• Performed accurate and real-time investigation and triage of infrastructure alerts.
• Isolated software and hardware issues on a Debian Linux Server Platform.
• Utilized line command interface or GUI in troubleshooting efforts; provided and suggested resolutions for possible or potential issues.
• Assisted cable programmers distributing video assets to cable and satellite providers.
• Demonstrated ability to build relationships with cross-functional teams. Work with Engineering and Software Developers to expedite the resolution of a customers’ outage of services within the market.

Confidential, Alpharetta, GA

System Admin 1

• Performed system administration duties on Linux OS infrastructure.
• Monitored site performance and stability using MyKeyNote.
• Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support.
• Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions.
• Communicated with customers and internal staff Confidential regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests.
• Escalated problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.

Confidential, Alpharetta, GA

Report Writer Analyst

• Assisted with formatting of Crystal Enterprise 7.5 reports and QA testing of reports in SAP Business Objects.
• Worked with Seagate 3.1 reports in migrating over to Crystal Enterprise/Business Objects environment.
• Provided support in the reporting environment Seagate, Crystal Enterprises and (BOXI) Business Objects XI.

Confidential, Norcross, GA

Oracle Analyst

• Setup user accounts within the Salesforce ticketing environment.
• Worked in the Linux and Windows based OS.
• Senior technical consultant responsible for reporting and remediation of Level 1 and II protocols for GL accounts, iExpense reports and notification alerts.
• Assisted in the setup of user timecards and other system modules through the Oracle platform.

Confidential, Duluth, GA

NOC Engineer

• Selected to train new and existing employees.
• Coordinated with SeaChange, Arris and Cisco regarding any related support issues.
• Analyzed and provided information with Provider regarding any issues with Pump Vendors (QAM).
• Monitored Video On Demand (VOD) and HDTV packet flows to ensure delivery to customer.
• Re-stripping of failed hard drives.
• Received inbound customers calls/emails and provide advanced technical support to product customers.
• Analyzed and resolved technical issues related to data packet delivery and compression (mpeg2, mpeg 4 and VC1).
• Performed system administration duties on Linux OS infrastructure.
• Documented client problems and resolutions in Remedy ticket.
• Coordinated with Confidential &T and Verizon Global support centers to report network outages.
• Ensured device (Firewall) network not open to the public.
• Use of Putty, Cygwin, Ponderosa for daily troubleshooting.

Confidential, Alpharetta, GA

Contract Data Analyst

• Ran daily Crystal Reports using data extracted from SAP Database based upon customer’s criteria.
• Scrutinized data for accuracy and also compiled statistical analysis and data trends reports to management.
• Performed QA testing on pre-production applications.
• Tracked incidents and resolutions with Remedy.
• Maintained client’s data to include financial records in SAP.

Confidential, Norcross, GA

NOC Help Desk Technical Analyst

• Trained incoming and existing staff on updated procedures and processes.
• Provided 24*7 technical support to major financial intuition’s online banking portals (i.e. Confidential, Confidential, Confidential and others).
• Coordinated technical escalations between groups internal/external to Confidential .
• Monitored Linux and Apache web server logs for possible client issues.
• Performed general system administration on Linux and Unix based servers.
• Maintained detailed records of all client interactions in Remedy ticketing system.
• Centralized training materials, knowledge base and other team-related documents in SharePoint.
• Created Lotus Notes accounts.

Confidential, Alpharetta, GA

Change Mgmt. & Configurations/Deployment Analyst - 3 rd Level

• Provided technical support to Confidential Global customers, ensuring that customers’ SLA agreements were met.
• Documented all systems changes and updates through Change Management system.
• Coordinated new deployment and releases with the DBA team for weekend release outages.
• Deployed/staged codes for new and upcoming releases within Team Track and Version Manager.
• Provided support in the Reporting environment Seagate, Crystal Enterprises & (BOXI) Business Objects XI.
• Monitored incoming and outgoing e-commerce data flow (B2B, EDI, Biz Talk and MQ).
• Created and ran SQL queries & stored procedures in Oracle 11i, 9i & SQL database.
• Verified data file integrity (XML and Flat files).
• Performed administrative functions with the following business tools: Toad, PL/SQL Developer version 7.1.5.1398, XML Marker, Putty, Oracle, and SQL Server 2005.
• Centralized training materials, knowledge base and other team-related documents in SharePoint for customer and management visibility.
• Administered WMS, Exceed, PKMS, GWS.
• Used BMC alerts to monitor servers and network status.
• Supported Business Applications (i.e. MQ, EDI, Oracle, Exceed, PeopleSoft and Vantive, WMS, PKMS).
• Provided support for performance issues for LAN, Wireless and RF networks.
• Monitored backend systems for performance issues (i.e. Oracle 11i, UNIX, Linux, Citrix servers, Solaris, VPN, NAS and TCP/IP).
• Created and ran SQL queries in Oracle 11i database, Toad, PL/SQL Developer version 7.1.5.1398, XML Marker, Putty, SQL Server 2005.
• Setup printers for global clients in both UNIX and Windows environment.
• Created documentation procedures for the new hires.
• Managed Active directory with NetIQ (DRA).

Network Operations Control Analyst

• Monitored and maintained data integrity in a Global Wide Area Network (WAN) infrastructure
• Performed advanced diagnostics of network hardware and associated components through a SNMP or equivalent interface.
• Performed high level troubleshooting utilizing Network Management Systems (NMS), network scripts and report analysis to resolve customer outages in a timely manner.

Confidential, Alpharetta, GA

Contract Command Center Specialist II

• Provided training for the new hires.
• Monitored various computing platforms such as UNIX, AS400, NT and applications such as PeopleSoft.
• Trained in VOIP.
• Monitored and maintained control of all Billing Operations.
• Tracked to ensure all Service Level Agreements (SLAs) were met.
• Generated trouble tickets when appropriate, using the Keystone Remedy Ticket software application.
• Took Lead role in the absence of the manager.

Confidential, Atlanta, GA

Network Operations Analyst

• Provided leadership and mentoring to junior personnel on staff.
• Monitored, analyzed and resolved Robot/Save backup issues in an AS/400 environment with over 30 systems running OS/400 V5R1 operating system software.
• Assisted with Active Directory to track virtual machines within the company/data centers.
• Assisted in the installation and configuration OS/400 upgrade software and 3rd party system software.
• Functioned as the Lead Analyst on Operations special projects.
• Assisted with the relocation shutdown of various Data centers and worked directly with the Disaster Recovery team.
• Lead Tape Librarian for tape management.
• Coordinated all deliveries and pickup of the companies data and tape media from the off site storage facility.