Contractor Resume

SUMMARY:

Experience and understanding of good Customer Service and Information Technology both in person and by telephone; ability to work in a fast paced environment; thinks quickly and successfully handles difficult clients; 7+ years of IT support;

TECHNICAL SKILLS:

Installed Tibco component: Tibco BW, EMS, HAWK

Worked on: JSON Rest Web Services.

Networking Skills: TCP/IP, DNS, SMTP, HTTP, HTTPS, DHCP, SIP, Subnetting, Firewalls, SNMP, SSH and more.

Server Skills: Microsoft Windows Server and Linux

Familiarity with: MS SQL Server

Monitoring Tools: SCOM 2012, WhatsUp Gold, SiteScope, BSM, HP Network Node Management (NNM), HP Business Service Management (BSM), Wireshark

Programming Skills: Python, JavaScript, HTML/CSS, Tibco, SOAP, JMS, REST, Java, Java JSP, Java Web Services, Android

Ticketing System: HP Service Manager, Remedy, BMC Service Desk Express

PROFESSIONAL EXPERIENCE:

Contractor

Confidential

Responsibilities:

The Operations Support Team provides first and second level technical support, 24x7x365 days a year for the Confidential datacenter.
We primarily monitor Microsoft Server 2012 and 2008 with a small but growing Linux footprint.
We also monitor storage, power, data center infrastructure, file servers, database servers, VMWare, HyperV, and printer servers.
Our monitoring platform allows the flexibly to monitor almost any network equipment, application, process or database hosted either locally or in the cloud.
Server patching, server restarts, service restarts, granting permissions to users in Active Directory, reset IIS applications, resetting application pools, cleaning disk space, and other troubleshooting procedures are performed on the servers hosting websites and applications.
I also handle outage communications throughout the company when an engineer cannot resolve an issue. This work environment is based on the ITIL framework.

Confidential

Technical Support Agent

Responsibilities:

I provided technical support for the Citrix service desk for all internal employees throughout the company. I worked with Xen Apps, Xen Desktops, network troubleshooting TCP/IP, VPN, Firewall, Configuration of communication devices and peripherals, and extensive experience with terminal server - Citrix Application delivery
The Confidential offers performance monitoring, problem resolution, configuration and change management, observing required security procedures, reporting, quality assurance, scheduling, and documentation by utilizing sophisticated network management, monitoring and analysis tools.
The Confidential provides a structured environment that effectively coordinates operational activities with all participants and vendors related to the function of the network.
This structure is based on the ITIL framework.
Primary objectives of the Confidential are to monitor and proactively find outages within the Citrix infrastructure and or services, and resolve them as quickly as possible.
Monitoring operations of all backbone links and network devices.
Ensuring continuous operations and availability of network, servers, storage required resources and services.
Providing non-stop quality support to users.
Troubleshooting of all network, systems and applications related problems.
Open and follow tickets to track, document, and resolve problems.

Confidential

Technical Support Agent

Responsibilities:

Remotely access customer’s computer and fix any problem users may have. Problems range from troubleshooting home networks, to removing viruses from customer’s computer. I also handled software and hardware troubleshooting, IOS and Android support as well.

Confidential

Tier 1 Tech Support Advisor

Responsibilities:

IOS adviser for Apple providing superior customer service for IPhone and IPad users.
I worked as a store associate on base. I performed duties as a cashier and warehouse worker for the stockroom.

Confidential, Albany, Georgia

Communication Assistant

Responsibilities:

Computer and IT Services Operator for the deaf and hard of hearing through 411 phone program.

Confidential

Help Desk Professional

Responsibilities:

Alcoa Aluminum Help Desk
Troubleshooting computer related problems for employees.

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