SUMMARY

• Flexible Network/Operations/Control specialist with 12 years experience Supporting Global users and local area network operations in a Command Center NOC work/Client 24x7
• Operationally focused, hands on, results oriented Information Technology Network Operations Specialist. Well developed Network Operations Center skills, a true passion for monitoring, operating and maintaining infrastructure and Coordination of commissioning of new systems.
• Consistently reviewed as an outstanding team member who is self-motivated and exhibits dynamism, enthusiasm, charisma, excitement and positive can do attitude. Possess good technical, management, business, financial and communication skills.
• Special expertise includes relational call center Help-desk technical multi-task NT/Window servers/Network monitoring Support environments in a large midrange Data Center processing systems utilizing hardware and on-line applications, equally effective working independently or as part of a team.

ACCOMPLISHMENTS

• Monitor the hardware, infrastructure, operating system, and application activities of production and development platforms to ensure the business needs of the firm are maintained - program aborts, performance, interaction, completion, and replacement .
• Managed several ticketing systems for escalations concerning server administration, network infrastructure and applications issues.
• Performed and supported project resources NOC handoff for the Installation, Patches, Rack Stack and operation for all UNIX and Intel servers at a co-location site and corporate site as the main contact for all issues and problems at the data center location.
• Knowledge and data management within a Configuration Management Database CMDB and monitoring the systems performance, capacity, availability and up time Performed Monthly audit all NOC documentation procedures, processes and SLA vendor information.
• Tracked and supported Networks Change Control schedules and activities with excellent written and communication and ability to work under pressure and multi-task managed report generation for n/w infrastructure and administration.
• Experienced with many technologies such as network, Tape storage area networks, UNIX, IBM and NT environmental monitoring systems.

PROFESSIONAL EXPERIENCE

Confidential

NOC Analyst contract

• Recorded and received phone calls from the customer, tracking with Service
• Center Trouble ticketing system troubleshoots Global network problems.
• Providing Internal / external notifications regarding fault escalation and / or
• status in accordance with the fault escalation standard document.
• Responsibilities included that all critical CSS / Coolband / Aggregator servers, processors and Daily jobs, file transfers and computer Retail Systems are properly monitored.
• Monitor, supported and managed server, applications troubleshooting and validate the performance functionality of IT supported application.
• Knowledge of Distributed Systems UNIX and NT based Systems Utilizing Tandem/VSAT, Base24, TACL Tandem System commands procedure utilizing various databases such as: Siebel, prognosis, EMS, Network / Logger monitoring messaging systems.
• Duties included monitoring EMS systems and responds to alerts/outages when problems occur in the Retail CC Network server room, with administrational remote support on private networks monitoring clients Routers, Switches, Hubs and Systems performance, capacity, availability and up time.
• Executed a daily shift task checklist, Prepared daily logs, update monthly audit Client customer management reports and Maintained Operator's Manual and supported Data Center role during non-business hours.
• Managed Support Center ticket concerning server administration, network infrastructure and applications. Escalated issues appropriately following all SLA guidelines and assigned tickets to the correct group to assess the problem and perform other duties delegated by IT management following strict IT Security policies.
• Assisted support for all Shell Canada Daily Refresh FTP reports processing for updates and status on the Credit Card transactions. Controlled console operations and provide HELPDESK procedure to Clients and Vendors using CS Incident ticketing System.
• Assisted and Utilized Helpdesk software to enter, resolve customer problems, provided basic Cisco networking , troubleshooting, diagnosing concerning the Retail Credit Card private networks.
• Performed and supported general LAN/WAN issues to administrators, Engineers on scheduled conversions and cutover.

Confidential

NSOC Analyst contract

• Supported 2nd level problem resolution, gathering and communicating
• Information to appropriate personnel, and ensuring all users incidents
• And the 3rd party hosting business provider's needs are met across.
• Provided Helpdesk support, customer service troubleshooting, diagnosing and solving the network using HP Open View, Global NNM console and open Incidents tickets in Peoplesoft3, Remedy and Customer Support Client ticketing System.
• Resolved connectivity issues such as: LAN, WAN, VPN, MPLS, ATM, and support Server Windows 2000 2003 services/Web/Database/Application hosting in an enterprise-computing environment based on IT- NSOC standards and management requirements procedures.
• Responded to alarms in accordance with COMPUCOM-NSOC procedures and maintained ownership of NOC trouble tickets until problem is resolved to customers, end-users satisfaction.
• Supported and monitor, troubleshoot all data networks circuits DSL, DSO's Frame-Relay, VPN, MPLS, ATM etc.
• Identified and escalated situations requiring urgent attention and Compose accurate, informative and timely Network outage and service bulletin notifications or redirected the problems to appropriate resource.
• Supported and maintained all NOC documentation, procedures and client, vendor information.
• Performed and supported Daily check maintenance of network backups and private network Security and server maintenance per Engineers instructions and strict IT Security policies.
• Duties included Microsoft server administrational remote support / network monitor, debug, routing, switches, hubs, Wan and systems performance, capacity, availability and up time Working with Backup Solutions and facilities management service, support for all critical alerts.
• Monitor all aspects of Network, Systems/Network Infrastructure and analyzed via HP-SIM, Cisco Works, What's Up Gold, Openview, Site Scan, to resolve customers, end user hardware, software and connectivity issues.
• Oriented and trained new employees on Network monitoring troubleshooting, and help with the NSOC General Process Flow of the Hou-NSOC process.

Confidential

NOC Specialist

• Provided general1st, 2nd level troubleshooting for IT-NOC surveillance and
• Event Management support for Client Network services Network Site
• Detail at BMC offices and responsible for high-level network operations
• Support of Global, Divisions, delivered in accordance with standard NOC
• Event / Management Procedures and followed strict IT security policies.
• Responsible that all critical servers, processors and daily jobs, file transfers
• and computer systems are properly monitored and that alerts regarding
• Infrastructure outages are addressed in a timely manner.
• Familiarity with existing infrastructure and able to respond to technical outages with rapid response and handle trouble calls as the first point of contact used to troubleshoot escalate communicate the outages to other technical groups/management within SLA guidelines.
• Recorded and received phone calls from the customer, tracking with REMEDY
• Trouble ticketing system troubleshoots Level 1 2 problems. Providing
• Internal / external notifications regarding fault escalation and / or
• status in accordance with the fault escalation SLA standard document.
• Provided support security RSA token to connect the Network through The Nortel extranet, sgate.bmc.com, SSL VPN access Tiers. Microsoft Office 2003 Word, Excel, Outlook, PowerPoint .
• Managed Support Center ticket escalations concerning server administration, network infrastructure and applications issues.
• Responsible for updating and creating new SOP, Equipment Inventory and daily shift sheet for data center operations tasks for US and Pune, India.
• Worked with the Technical Support group to respond to computer hardware
• Problems and provide patching, data consulting services, troubleshoot
• Applications hosted on the HP-Unix, Sun-Solaris, Microsoft Office, Windows
• NT/2000, 2003, Linux, and Work with 3rd party carriers and resolve issues.
• Performed testing and assist with installations activities for MPLS circuit and router installation by Qwest-US/DI-Data/ Sprint, Verizon, Avaya and Telstra connectivity checks in order to release the technician.
• Occasionally work with VIP clientele and appointed main help desk lead person for all issues and escalations for training and incident management and Responsible for schedule and maintenance of Data Center equipment such as Liebert Air Conditioners and Liebert UPS
• Duties included system / network monitoring and operations, batch
• Processing support, and facilities management service, support for all critical
• HP, Intel, UNIX, R D servers, Network issues relating to HPOV , BMC Patrol,
• Impact Explorer/Host Monitor, LAN, WAN, WEB-APPS issues
• Supported Trade floor for hardware and software issues during business hours. Also was the main contact for floor outages, reboot servers and network issues 24x7 and maintained logs and prepares detailed reports following an established format, indicating discrepancies, events outages.
• Recover IPL,IBM Mainframe System Operations at directions of system administrators and monitor Remedy/Ticket flows and receives escalations within SLA and resolves in a timely manner. Also, assist in Server Control M support add/delete agents Batch jobs monitoring/Support when needed.
• Required working knowledge of TSO/ISPF, CONTROL-M, JCL, JES2, CICS, IDMSI/DB2 in IBM MAINFRAME cartridge drives and other computer Peripherals.
• Assisted programmers and systems analysts in IBM IPL procedures, running jobs that are used for testing and debugging new or updated programs.
• Performed troubleshooting events on all IBM system Peripherals when necessary. Monitored console, storage devices, printers and reported problems or variances.
• Executed backup routines and IPL recovery procedures. Analyzing operations instructions to determine equipment settings and operating procedures.
• Operated peripheral equipment which includes mounting media on respective devices and preparing reports on SIEBEL for incoming outgoing jobs.
• Removing full backup tapes using the daily movement reports. Preparing tapes for shipment to the off-site storage facility

Confidential

NOC Operator

• Supported 1st, 2nd level problem resolution, gathering and communicating information to appropriate personnel, and ensuring user and business needs are met across all platforms and maintained ownership of trouble tickets until problem is resolved.
• Knowledge of Distributed Systems UNIX and NT based Systems Backup strategies Software products-Familiarity with administration tools and Unix/NT/IBM-MAINFRAME operating system Command structures.
• Provided Helpdesk support, customer service. Basic Cisco networking , Troubleshooting, diagnosing and solving the network Using HP Open View, NNM. CS ticketing System. To resolve connectivity issues such as: VPN, MPLS, ATM, and support services/Web/Database/Application Hosting in an enterprise-computing environment and ITSM management procedures.
• Monitored and validate the functionality of IT supported applications, followed by strict IT security policies.
• Submitted batch jobs Production, Data Control issues Backups, restores Schedulers on UNIX MFGPRO/JSC-MAESTRO/OMNIBACK/CA-7 and HP Open view ITO, IBM systems and Monitor, identify, escalate and Logging/ tracking of problems accordingly to documented procedures.
• Assisted support for all File processing for Special projects, update jobs, SAP transactions, control console operations and provide HPOV, BMC Patrol, Site Scope, Host Monitor, PC HELPDESK and REMEDY Incident ticketing system procedures and escalated issues appropriately following all SLA guidelines.
• Performed SAP Transactions statistics on PC1, PH1, and PS2, PR3 Systems. Inform the supervisor or Lead Operator for any discrepancies, En-queue conflicts errors exist and outstanding replies for All Systems including SQL/ORACLE database processing.
• Supported and maintained Tape Library storage peripherals, ensuring Scratch media Pools have enough Tapes to cover unexpected mount request. Export Import tapes on the Unix-HP/DLT-7000, LTO-Overland Storage-Tek/Timberwolf Robotics tape libraries, and Unix-Exchanger units and on IBM 3480's, 3490's 3090's Sys. Drives.
• Removing full backup tapes using the daily movement reports. Preparing tapes for shipment to the off-site storage facility.
• Working knowledge of Windows NT/2000 environments and networking technology, and ability to handle multiple tasks at the same time, execute completed print output using the XEROX LASER PRINTER 4650's, IBM IMPACT 4850's, HP-Laser jet 81000's /HP-Laser jet 5si MX and distribute the reports/batch jobs to users. Also, perform PM on HP/Laser/printers when needed. Performed other duties as delegated by IT management.
• Ensure the most efficient scheduling and processing of batch backups are monitored across a variety of platforms, for timely starts and successful completion of jobs on the in-house processors and performed general NT -SERVERS shutdown and starts.
• Recover System Operations at directions of system administrators and monitor Remedy/Ticket flows and receives escalations and resolves in a timely manner. Also, assist in Data Control, Analysis/Critical OVO Network monitoring/Support when needed.
• Oriented and trained new employees in computer floor, Backup operations and Batch processing, Hardware Troubleshooting Network on NT-SERVERS, JES2/MVS, DOS, OS, UNIX/MFGPRO, SAP, JSC-MAESTRO/OMNIBACK

Confidential

Computer Operator B

• Responsibilities include system / network monitoring and operations, batch processing support, and facilities management.
• Utilized hardware and on-line applications such as VAX-VMS, OS/MVS, HP-9000's, Silicon Graphics/Servers and large IBM Mainframe in data processing environments and Help to ensure security and privacy of all Data.
• Ran LAN, Windows 95/98, Excel, E-mail, VTAM, Net View, SITESCAN, OS/DOS, and MVS/ESA on IBM ES9000/3420/3480/3090/3590's equipment.
• Worked with users to respond to computer hardware problems, job-scheduling problems and complete support reports.
• Required working knowledge of TSO/ISPF, JCL, CA-7, JES2, RACF, OMEGAMON ROSCOE, CICS, IDMSIDB2 in IBM cartridge drives and other computer peripherals.
• Assisted Data Protection Operations personnel with recovery requests by recalling needed media and loading it into the appropriate library.
• Removing full backup tapes using the daily movement reports. Preparing tapes for shipment to the off-site storage facility
• Provided back-up support for IBM RISC 6000, IBM-AS400 mainframe VAX/VMS, HP3000, UNIX, HP9000, SQL FILESERVERS and HSM backup in IBM SYSTEMS

Confidential

Senior Computer Operator

• Ran LAN, Windows 95, E-MAIL, VTAM, NETVIEW, EXCEL, OS DOS, MVS/ESA and JES2 on IBM 3420/3480/3590's equipment.
• Operated all computer and auxiliary equipment, including data processing systems, based on prescribed procedures. Prepares job parameters and releases system jobs as scheduled. Regularly assisted programmers and systems analysts in running jobs that are used for testing and debugging new or updated programs.
• Worked with users to respond to computer hardware problems, job-scheduling problems and complete support reports.
• Required working knowledge of TSO/ISPF, CONTROL-M, JCL, JES2, OMEGAMON, ROSCOE, TPX, CICS, IDMSI/DB2 in IBM MAINFRAME cartridge drives and other computer Peripherals.
• Used online tools to observe peripheral equipment and error messages displayed on terminal monitor to detect faulty input/output or machine malfunction. Documents required system job information and records pertinent job information on an online schedule.
• Provided back-up support for UNIX/CONVEX 900, VAX/VMS, HP3000 HSM backup in IBM Systems and monitor, recorded server room temperatures.
• Organized and controlled TMS-LIBRARY and regular tape hanging created microfiche tapes and special job runs.
• Removing full backup tapes using the daily movement reports. Preparing tapes for shipment to the off-site storage facility
• Oriented and trained four new employees in computer floor, operations, JES2/MVS, DOS, OS and performing utility functions in data processing area.

SKILLS

• Multi-platform computer operations in a large Multi-user installation that include System Management in an Enterprise-computing environment experience on LAN/WAN, equipment Tandem/TACL, HP3000/9000, EMC Unix Systems , NT Servers RISC6000, SUN-SOLARIS systems, Windows 2000 XP, NT/2003 - 95/98/PROFESSIONAL OUTLOOK/OUTLOOK EXPRESS/EUDORA/EMAIL, PEREGRINE 6.1, IMPACT EXPLORER, SERVICE CENTER CLIENT, REMEDY SUPPORT CONTROL, ITO VPO, What's Up Gold, NNM-Cisco NETWORK monitoring tools, BMC-PATROL, HP- PROGNOSIS, OPENVIEW,SITESCAN System. Computing Microsoft Word/Excel, File-Net/SQL/EXCHANGE FILESERVERS and surfing SHAREPOINT/INTERNET Applications.
• Supported Technical, Basic Cisco Networking , Data Application, Hardware ability to Identify and correct Technical problems for end user.
• Ability to navigate within MAINVIEW, MVS consoles, multiple monitoring and messaging Systems with excellent phone and customer service skills.
• Working Knowledge on MAESTRO/ Control-M Job Schedulers system/OMNI-BACK Backup scheduler Systems, TAPE ROBOTICS UNITS on UNIX/MFGPRO, NOVELL, IBM 3490's, 3490's, 3090's, ES9000, OS/MVS/ESA TEST IPL/Mainframe Systems, and Disaster Recovery back Up's.
• Worked with IBM-Laser Printers, using IBM Z/OS, AS400, VAX, VMS, TSO, JES2, ISPF, JCL, MVS, Control-M, CA-7, CA11, REMEDY systems.
• Excellent working knowledge on WORD, EXCEL and E-mail applications.
• Good oral and written English and Spanish language skills.