SUMMARY:

• Successful Operations Webhosting Tech Support in the telecom, finance and manufacturing industries. Consistently successful in supporting customers in a 24/7 envt for improved operational efficiencies and stability. Exceptional leadership, analytical and communication skills. Competency demonstrated in:
• Data Center Operations 24 X 7 Command Center Change Management System Backups System Documentation Client Relations Error Recovery Encryption Support Internal Security System Scripting System Monitoring

TECHNICAL SKILLS:

Operating Systems: Mainframe, RedHat Linux, HP - UX 9.1 to 11 i. Solaris 2.2 to Solaris 8. AIX 4.3 to 4.4. SCO. Novell 3.12 to 4.1.Linux. NT Server 4.0. Microsoft Windows 95, Microsoft Windows 98, Microsoft Windows 2000, Windows XP, Netware, NWAdmin, NT User Manager, Microsoft Exchange, Internet Explorer, Veritas volume manager, Tivoli, NetBackup, Oracle 9i, Oracle 9ias, AS400, MainFrame.

Web Servers: Netscape running on HP-UX and Solaris; Apache Stronghold running on HP-UX and Solaris. Informix. Oracle data base Servers.

Languages: Bourne, Korn Shell and Bash scripting. Basic. SAP. C++. HTML, Java, XML. Perl. SSL. SSH.

PC SOFTWARE: Microsoft Project 2000.Apple. Microsoft Office Suite. Microsoft Access. Microsoft Front Page, CA, Unicenter,Firewall,SS7, GPRS, UMTS, Voip, VOD,IPTV, Lotus Notes, FTP, Telnet, VPN, SSH, PGP.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Operations Support

Responsibilities:

• Monitor the status of Scheduled ESP batch jobs. Investigate and resolve abended failed jobs.(CA Workload Director)
• Monitoring MVS - VM, TIVOLI in a 24/7 Envt( Command Center) and responding to the Alerts Severity based on and responding to the email, phone and chat requests and resolving Technical issues by supporting Internal and External and Oversees customers,
• Programmers, Administrators and other users.
• Monitor batch job performance and manage workloads as required to ensure success full completion on time and on schedule. Work with clients on missing or late files and provide status updates to clients on any delayed scheduled.
• Provide clear and concise written updates on status advancements during critical outages.
• Monitor system and application alert applications and review data stream for messages requiring attention. Validate and escalate issues which indicate data transmissions, application failures, server messages and network failures.
• Creating incident tickets provide updates and ensure proper management and escalations. Communicate with clients to notify them outages and request their support interaction if necessary.
• Maintain comprehensive, timely, routine, and accurate shift logs and produce daily production reports and turnover documents.
• Participate and engage professionally in critical major incident triage calls with all levels of IT support, client services, executive leadership, and Confidential times directly with clients.

Confidential, Atlanta, GA

Tier1 Support

Responsibilities:

• Monitoring the performance of Unix, Windows servers by running commands
• Escalating issues to Diff levels based up on the issue
• Perform daily media mounts, prepare tapes for Off-site storage and recall media as requested.
• Updating Tickets and responding requests as per clients, customers and running SQL Querries.
• Monitoring Site Scope in a 24/7 Envt( Command Center) and responding to the Alerts Severity based on and responding to the email, phone and chat requests and resolving Technical issues.
• Supporting Mainframe CPS Scheduler's by running commands and processing Jobs for the Payment's.
• Supporting Network and database issues and resolving or escalating to appr. team members based upon the issue.
• Follow established procedures to recognize and take immediate action on issues affecting job execution.
• Update and document issues on ticketing systems through Remedy or Service Now.

Confidential, Dallas, TX

Systems Analyst

Responsibilities:

• Applies intermediate knowledge of technical support procedures and processes to resolve problems for Customers and Customer Services for 17 labs
• Monitor network, server, internet services and applications to ensure availability and performance in accordance with Mirror Image Service Level Agreements (SLA)
• Troubleshooting DNS, DHCP,Informix,SQl, and escalating other technical issues to appropriate technical teams
• Utilized UNIX / Windows (SCO,Solaris,HP,Linux) knowledge in resolving Production issues, sometimes acting in place of system administrator, per troubleshooting procedures
• Answering calls from Customers on various technical issues and assisting them locally and international customers
• Coordinating with Vendors on Upgrading Hardware, Software
• Escalating issues to different levels to resolve technical issues
• Resolving Tickets through Remedy
• Writing technical documentation and updating them on Wiki

Confidential, Houston, TX

Operations System Analyst

Responsibilities:

• Upgrade DHCT,QAM, DNCS VOD, Application Server OS/Resapp, install Solaris patches, SA Service Packs, and perform pre-install system checks
• Working in a NOC and receiving calls from customers on various technical issues and resolving them
• Upgrade Scientific Atlanta’s DBDS customer base prior to the spring time day light time change.
• Troubleshooting VOD content issues
• Troubleshooting IPTV connections which set up through a set-top
• Experience in monitoring the availability & performance of SUN/UNIX servers
• Perform upgrades and patches of the OS when required on System
• Recurrently monitor trouble ticket system for new issues and utilize ticket management software to monitor and track customer issues
• Communicate daily with customers via e-mail and phone, providing a status of the system and letting the customer know that a check has been performed

Confidential, Atlanta, Georgia

Tier 1 Support: (NOC)

Responsibilities:

• Respond to alarms from Tier2 and diagnosed problems real time on remote servers. Corrected problems when possible. Engaged proper support personnel if it was a hardware or OS related problem (Sun Solaris, HP, Redhat Linux, AIX)
• Trouble Shooting SNMP, Routers, Switches, VOIP, Mail, DNS,DHCP for Customers and updating Ticket
• Escalating VOIP Technical issues to Appropriate team members to get resolved the issue
• Trouble shooting Wireless Networking issues for various Customers
• Supporting International customers over the phone
• Bmc Patrol as well as trouble shooting TCP/IP, Firewall and other protocol problems
• Wrote technical documentation
• Resolve technical problems requiring application of existing technology and coordinate with appropriate resources
• Established and maintained client relationships with a customer service focus and acted in a professional, courteous and effective manner with a diverse group of system users
• Resolving issues through ticketing system by REMEDY

Confidential, Atlanta, Georgia

Systems Technician

Responsibilities:

• Monitored a production environment including over 600 Sun Solaris servers and over 200 Linux and AIX servers in geographical diverse locations
• Installed and configured Change Management software
• Responsible for documentation and tracking trouble tickets escalated to the SDC from Network Operations Center using Remedy Trouble Ticketing System Center
• Utilized UNIX knowledge in resolving customer issues, sometimes acting in place of system administrator, per troubleshooting procedures
• Dealing with customers over the phone on various technical issues
• Dealing connectivity issues of Wireless for different Customers
• Dealt with problems on Routers, Switches, VOIP, Mail
• Administered periodic quality control evaluations of customer services section and production control section
• Acted as 4th level support for High Speed Data customer support issues
• Insured compliance with, and implementation of, approved policies, procedures, and system objectives
• Served as point of contact for first level support for all service related issues
• Wrote technical documentation

Confidential, Atlanta, Georgia

NOC TECHNICIAN/ Junior UNIX Administrator

Responsibilities:

• Trouble shooting VPN issues
• Delegated tasks to the appropriate team members
• Wrote shell scripts to run the backup jobs automatically
• Used media manager to mount volumes on the tape or optical storage devices in response to user requests
• Sent tapes to off-site locations and kept track of log sheet for updates
• Modified user profiles and file permissions
• Monitored and maintained Handheld Server and data transfer applications
• Responded to alerts indicating issues with upload \ download of Handheld data
• Repaired problem data and insert into Oracle DB via SQL *PLUS
• Researched issues related to communications session events
• Prioritized tasks and schedules to accommodate unexpected emergency situations
• Designed & developed features to enable/disable customers and accounts for internet access while managing user roles and capabilities to access specific servers like bill payments, wireless channels etc.

Confidential, Norcross, Georgia

Jr. NOC Administrator

Responsibilities:

• Leading internet provider of on-line banking and bill payment services. $500 million in annual revenues. Responsible for implementation of IT projects creating new business, redesigning of legacy systems to improve business efficiency, enhancing productivity / profitability, and reducing down time and errors
• Responsible for a large environment and the administration of 300 + servers. Of these 100 + were production and customer facing servers. These were a mixture of AIX, HP-UX, Solaris and Red Hat Linux, some connecting to EMC through Brocade switches
• Maintained 300 + servers, both production and development, in a Tier 2 environment. This involved patches and application upgrades as well as security audits and forensic investigation in the event of an unexplained event
• Wrote documentation for legacy systems and created data for turnover documents on new systems used by the tier 1, 7x24 Command Center. In addition to general system information these documents detailed system flow, error alerts and recovery procedures for use by junior UNIX personnel. Provided mentoring and guidance for the newly formed tier 1 Command Center

Confidential, Atlanta, Georgia

Network System Management Analyst

Responsibilities:

• User authentication and maintenance
• Repaired or replaced remote test equipment
• Maintained communications links to the remote test equipment and DCSs
• Working through wiring issues Confidential remote locations
• Performing “Audit Trails” through the system to see what activities were being performed
• Acceptance of new DCS switches and test equipment
• General maintenance of the application servers
• Tested analog circuits ( Confidential -1 lines) using DS1, DDS or channeled signals on a LAN or WAN network using the REACT testing tool
• Provided security backups and administration to Network Management Systems
• Processed Unix and Oracle / PCA Access Requests
• Management of user’s accounts on Windows NT Platform
• Participated in migration and upgrade of Operating Systems and applications
• Work with network protocols TCP/IP and X.25
• Work with Nexus, TDT2, FMS, and REACT
• Work with various vendors to solve problems
• Installation and configuration of Sun Solaris 8.0.

Confidential, Atlanta, GA

Informix/HP-UX Administrator

Responsibilities:

• Monitored the system load using performance tools such as glance and TOP
• Killed runaway process on the Unix backend of the ERP application
• Played a key role in the implementation of the ERP system
• Upgraded UNIX servers from 10.20 to 11.00. Supported K, N, and D class servers
• Installed and setup an Omniback test backup system
• Performed hardware installations such as network cards and tape devices
• Modified user profiles and file permission