SUMMARY:

Technically sophisticated Computer Support and Operations specialist with a strong history of managing complex IT support operation and optimizing helpdesk resources to maintain system performance. Proven ability in assessing and evaluating technical issues and developing appropriate solutions to resolve issues efficiently. Repeated success supporting Network Operating Centers, Data Operations and Billing Management applications while managing user access to a variety of active directory and telecommunication services. Technical Specialist with talent for rapidly diagnosing issues, developing innovative solutions to restore system services.

EXPERTISE AREA:

• Helpdesk Support Planning & Implementation
• Telecommunication System Development
• Qualys Scan and Remediation
• Network System Administration & Support
• System Operations & Process Improvement
• IT Resource Equipment Monitoring
• Unix/Linux Operational Support
• Troubleshooting & Problem Resolution
• Weblogic, Jboss, Apache Operational Support

TECHNICAL SKILLS:

Platforms: Windows 2000, XP, Win 7 Enterprise; Solaris, HP - UNIX, LINUX

Tools: Opsview 5.3, Thycotic Secret Server 9.1, IT Database 1.14, Atlassian JIRA 4.10, Qualys, McAfee Nitro ESM, TippingPoint SMS 4.4.057192, Remote Desktop Connection, FireEye CMS,Confluence 5.8, Group Office, Snipping Tool screen capture, Cisco CM Console, HP Overview, Octel, Covad / Verizon GUI, Remedy, Clarify, Siebel, Centest 650, GeoProble, Netcool, Netexpect, B.E.R.T, Harris Turnstone, Telecom Management System, Rumba, Procom Plus, Onyx TMS, DMS100, Putty, Microsoft Professional Office, IBM, Sun and HP Servers / Desktop Pc s & Workstations, Jboss Operational Network, AS400

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Jr. Operations Support Analyst

Responsibilities:

• Researched and took decisive action in response to network alerts identified in Opsview.
• Interfaced daily with operating companies on network status and outages.
• Drafted, reviewed, and wrote team playbooks.
• Administered biweekly vulnerability program using Qualys to identify and published network vulnerabilities.
• Created and managed user accounts.
• Participated in monthly patching program.

Confidential, Herndon, VA

IT Specialist II

Responsibilities:

• Provide first tier production support for Enterprise and Infrastructure systems.
• Perform technical troubleshooting, changes, and daily tasks for Enterprise Applications and IT Systems.
• Maintain Remedy incident tickets and service request cases in a timely and efficient manner.
• Analyzed, resolve, and coordinated technical problems for all issues and incidents,
• Work with customers and other support teams to coordinate and facilitate incident triage.
• Provided technical writing via updating troubleshooting and resolution documentation.
• Proactively monitor various host server.

Confidential, Winchester, VA

IS Operation Support Analyst

Responsibilities:

• Performed day-to-day live-site investigations of our enterprise infrastructure of Windows, Unix, Linux, AS/400 servers.
• Lead and collaborated with other team members of both Operations and Networking to complete basic equipment configuration, physical setup and installation of various equipment used within the Data Center and Networking environments (switches, UPS, severs, VOIP telephones)
• Provided training, direction, and mentoring for other team members.
• Worked closely with Management, Product Development, and Test and Site Operations teams for the deployment, configuration, system requirement validation and support of multiple services across an expansive and diverse production environment.
• Quickly and effectively learned new systems to rapidly identify potential solutions to resolve and prevent future service interruptions.
• Independently drove complicated system-related issues to resolution across multiple services and groups with little or no supervision.
• Summarized key elements of a technical problem and assigns cases to internal and external partners as necessary.
• Created and executed detailed instructions in an online shared environment to support operations and maintenance of systems servers, applications, network devices and databases. Drafted and reviewed technical documentation and troubleshooting guides for Data Center personnel.

Confidential, Sterling, VA

Network Operation Specialist

Responsibilities:

• Maintain high degree of accuracy in creating, tracking, updating and resolving trouble tickets through the full lifecycle using Siebel ticketing system.
• Promoted to team leadership position for 3rd shift, managing two direct reports.
• Led implementation of disaster recovery strategies, maintaining corporate disaster recovery plan.
• Credited for successfully maintaining after hours change management administration to ensure system updates, verify affected systems, and update status on change requests and alerts.

Confidential, Washington, DC

Telecommunication Operation Specialist

Responsibilities:

• Demonstrated high-level expertise in designing voice and data wiring plans and configuring communications systems and phones.
• Successfully vetted and secured all national vendors, LEC and long distance carrier’s contracts.
• Provided detailed documentation to provide guidance and support to other TOS and System Designers in the implementation of new products and voice technologies.