SUMMARY

Flexible and dedicated with several certifications, including A , Network , Security , WatchGuard Certified Security Professional WCSP , and Cisco Certified Network Associate CCNA expired 2005 .

Other strengths include:

PROFESSIONAL EXPERIENCE

Confidential

Tier-3 Lync Engineer

• Worked in a 24 hour / 7 days a week operations center.
• Supported and maintained the largest Lync deployment in the world.
• Provided services to 110 million customers.
• Provided services to multi-tenant, dedicated, and Federal customers, with respective security clearances.
• Windows Server 2012
• Lync Online
• Lync 2013
• Lync 2010
• IIS 7.0
• Product Studio
• PowerShell
• SQL Server Management Studio 2012
• Active Directory
• DNS
• WireShark
• SCOM

Confidential

Commmerce Platform Operation Center CPOC Engineer/Team Lead

• Served as a single point of contact for reporting all customer-facing incidents impacting the Commerce Platform and initiated the incident management process.
• Created incident records when required.
• Established and managed the incident conference call.
• Escalated incidents to appropriate resources as required.
• Provided internal and external incident communications.
• Validated incident resolution with partner.
• SQL Server Management Studio 2012
• IIS 7.0
• Product Studio
• IcM
• TFS
• Gomez

Confidential

Contract Network Administrator/Project Management

• Working within a team managing an office merger, relocation of employee resources, and integration of network resources.
• Managed project documents, project deadlines, and milestones.
• Agile project management
• MS Project 2010
• MS Visio 2010
• MS Lync 2010
• pfSense firewall

Confidential

Tier-2 Technical Support Engineer

• Supporting Office 365
• Supporting Exchange Online
• Supporting OWA Outlook Web Apps
• Supporting Office 2010 Professional
• SOAP Subjective, Objective, Assessment, Plan
• CAP Customer Access Portal
• Product Studio
• PowerShell
• Active Directory
• AD FS 2.0
• DNS Domain Name Service

Confidential

Contract On-site Engineer

• Installed and supported local and network printers/scanners/FAX.
• Supported switches and routers.
• Supported security software and hardware.
• Coordinated with local and remote teams to identify and resolve multi-platform issues.

Confidential

Contract On-site Engineer

• Installed and supported local and network printers/scanners/FAX.
• Supported switches and routers.
• Supported security software and hardware.
• Coordinated with local and remote teams to identify and resolve multi-platform issues.

Confidential

Contract Project Engineer/Project Management

• Supported local and network printers.
• Supported switches, routers, and firewalls.
• Support wireless networks.
• Supported Windows 2003 Server and Windows 2008 Server.
• Supported Windows XP.
• Supported MS Office.
• Designed and coordinated firewall and anti-virus changes.
• Designed and coordinated network infrastructure changes.
• Coordinated with local teams to identify and resolve multi-platform issues.

Confidential

Contract Systems Engineer

• Worked in a national support office for pharmacies and medical offices.
• Improved existing support and vendor processes.
• Supported switches, routers, and firewalls.
• Supported Windows 2003 Server and Windows 2008 Server.
• Supported Print Server and Active Directory.
• Utilized PowerShell
• Installed and supported local and network printers.
• Installed and supported Windows XP and Windows Vista.
• Installed and supported MS Office, Citrix, and Adobe software.
• Coordinated with local teams to identify and resolve multi-platform issues.
• Coordinated with external vendors to resolve technical issues and replace equipment.

Confidential

Contract Tier-3 Windows Engineer/Project Management

• Worked in an enterprise-level, international support office and data center.
• Agile project management
• Created, reviewed, and refined group processes.
• Installed and supported Windows 2003 Server.
• Installed and supported Exchange 2003.
• Utilized PowerShell
• Utilized CScript
• Installed and configured server hardware.
• Installed and configured anti-virus.
• Supported Active Directory, DHCP, IIS, and SQL servers.
• Coordinated with external vendors to resolve technical issues and replace equipment.
• Coordinated projects with local and remote teams during maintenance windows.
• Maintained asset and project database.

Confidential

Tier-2 Support Technician

• Worked in an enterprise-level, support/security environment.
• Escalation, Partner, and on-site Engineer support.
• Supported, tested, and installed proprietary Linux-based products.
• Supported, tested, and installed wireless networks.
• Supported IDS/IPS, anti-spam, and anti-virus.
• Supported customers via phone, e-mail, instant messaging, and web postings.
• Resolved network, dynamic routing, and firewall issues.
• Resolved VPN issues SSL, IPSec, PPTP, and L2TP.
• Advised customers of security issues for their multi- firewall configurations.
• Advised customers of security issues within their LAN configuration.
• Utilized CScript
• Defined and tested bugs within WatchGuard proprietary software.
• Handled on call pager during the weekends for two years.
• Reviewed and streamlined technical processes in User Guides for the Technical Publication department.
• Written technical, Best Practices, and installation articles.
• Tested WatchGuard product interoperability with third-party devices and applications like IIS and AD.

Confidential

Contract Project Engineer/Project Management

• Managed several office upgrades.
• Agile project management
• Created, reviewed, and refined group processes.
• Installed, configured, and supported firewall appliances WatchGuard, SonicWall, Cisco
• Installed and supported Windows 98, Windows NT4 Workstation, Windows XP, and Windows 2000 Professional.
• Installed and supported Windows NT4 Server, Windows 2000 AdvServer, and Windows 2003 Server.
• Installed and supported Exchange 2000, Exchange 2003, and Active Directory.
• Installed and configured IIS and SQL Server.
• Installed and configured Redhat Linux workstations and servers.
• Installed and supported TCP/IP networks, workstations, peripherals, servers, and WAN.
• Installed and supported Cisco routers and Cisco switches using IOS 12.1 .
• Utilized different management software: MOM 2000, FSM 5.0 , Sonicwall GMS, Cisco ADSM
• Utilized Visual Basic Script
• Supported, tested, and installed wireless networks.

Confidential

LAN Administrator

• Managed an office upgrade and an office merger.
• Created, reviewed, and refined group processes.
• Installed, configured, and supported Windows XP.
• Installed, configured, and supported office applications
• Installed, configured, and supported printers, LAN, and VPNs.
• Utilized Visual Basic Script