PROFILE

A distinguished IT professional with expertise in diverse range of technologies. Well-organized, results oriented individual and hardworking team-player with excellent communication and interpersonal skills. Able to troubleshoot complex problems and committed to staying current with innovations in IT technology on a management level.

Platforms: LINUX (Red Hat), Microsoft (Advanced Server, CE, Exchange Server, Server 2000, Server 2003), UNIX (Solaris), Windows 95/98/NT/2000/XP

Networking: 802.11, Active Directory, Blackberry, CDMA, Cisco routers, DHCP, DNS, Ethernet, FTP Server, GPRS, GPS, Hyena, IPX/SPX, LAN, Nortel switches, Novell, SMS/SQL, SSH, TCP/IP, VPN, VOIP, WAN, WRX

Languages: HTML, MS-DOS Command Line, Visual Basic, LINUX/UNIX Shell Scripting

Databases: IBM DB2, Microsoft SQL Server 2000, My SQL, Oracle 11i

Tools: Adobe 6.0/7.0, 8.0, Agent Client, Cisco CallManager, Citrix, CommVault, Contactual, FrontPage, InfraEnterprise, Intercall, Internet Explorer 7, ITIL, Jabber, LAN Manager, Lotus Notes, Macromedia Studio MX 2004, McAfee/Norton Virus Protection Utilities, Media Management System, Microsoft Exchange Server 2003 Administrator, Microsoft Exchange Server 5.5 Administrator, Microsoft Office 2003 Suite (Access, Excel, Outlook, Power Point, Word), NAB, NerveCenter, NetCool, Nortel Networks, Norton Firewall and Ghost, Photoshop, Remedy, Remote Desktop, SAN, SecureCRT 4.1, Symantec AntiVirus, Symantec PCAnywhere, Vantive, Veritas, WebEx Administrator, Windent SQL

Hardware: Experienced in configuring, diagnosing, installing, maintaining, repairing and upgrading computers, laptops and their peripherals.

Confidential,Suwanee, Georgia
Systems Engineer
2007 – 2009

Managed a staff of engineers that are responsible for applying specialized knowledge to Network Operations Center abiding by ITIL standards. Trained new employees. Created SOPs, training manuals, training programs and revised operational procedures. Developed and tested new and revised operational systems and tools. Approved and scheduled projects and monitored progress of staff. Managed activities of staff (hire, trains, coaches, appraises, rewards, motivates, disciplines, recommends termination if necessary, etc.) Performed research to identify and implement new and alternative management techniques. Provided leadership to make decisions within team. Assisted upper management to functionalize strategic direction of department. Monitored management software systems for network and system related alerts. Managed, responded to and resolved customer issues, system alerts and major incidents. Performed Moves, Adds and Changes while proactively maintaining and supporting the Operations Center. Resolved and closed tickets within the ticketing system abiding by ITIL standards. Resolved unique network and system related challenges. Answered incoming calls from customers and vendors and opened tickets in the established ticketing system. Provided detail descriptions of problems, steps taken to resolve problem and resolution of the problem within ticketing system. Provided management level problem resolutions for all products. Accurately followed customer notification procedures exceeding customer standards. Responded to alarms and took appropriate actions and escalation procedures based on set standards in order to correct problem. Worked with customers, other system engineers and management to communicate ticket status and resolve network and system related issues. Performed Moves Adds and Changes for web hosting, POP mail, managed Exchange, DNS, InfoSec, managed firewalls, Intrusion Detection System, NAB, switches, routers, hardware maintenance, roster changes, security access. Monitored Netcool, NerveCenter, Brix, Veritas NAB, Orion, CommVault, Remedy, and Customer Support inbox.

Confidential,, Georgia
Support Analyst
2006

Provided technical support for mobile and wireless devices. Configured networks including LAN, WAN, WRX, GPRS, GPS, network port, UDP port, SQL address and 802.11 technologies. Configured, maintained and updated user environment on Windows CE for external customers. Support Agent Client for handheld devices. Submitted replacement requests for handhelds. Activated and deactivated SIM cards. Installed and removed memory cards. Installed software on memory cards for handhelds. Resolved tickets and incidents via telephone, web, email and ticketing system. Troubleshooted problems that customers had with software or hardware for handhelds. Investigated reported problems of customers to resolve software, hardware, networking and wireless connectivity. Supported projects optimizing internal processes and tools while educating customers. Communicated professionally with customers delivering excellent customer service.

Confidential,Georgia
IT Analyst
2004 - 2005

Managed and monitored internal ticketing system (InfraEnterprise). Provided technical support and administration for Active Directory, AT&T, Blackberry, Hyena, InfraEnterprise, Intercall, Jabber, Lotus Notes, Microsoft Exchange, Media Management System, Oracle, VOIP, VPN, WebEx, network services and hardware. Implemented first contact support for standard applications and services. Created accounts for New Hires and disabled accounts of Terminations. Routed tickets to the appropriate officers. Resolved service requests and incidents via telephone, web and email. Assisted with Lease Refresh which involved formatting and partitioning drives of 120 computers. Assisted with XP rollout. Provided desktop support for internal and remote employees. Provided administration for Oracle Database. Installed software and hardware. Troubleshooted and verified reported hardware and software problems. Investigated reported problems to enable users to resolve software, hardware and networking problems. Organized and managed Oracle accounts. Supported projects optimizing internal processes and tools while educating users. Provided on-call rotation to support operational issues. Communicated professionally with employees delivering excellent customer service. Followed ITIL standards.

EDUCATION AND CREDENTIALS

Bachelor of Science