Tavalais D. Johnson

832-***-****

ad4f01@r.postjobfree.com

**** ******* ***** #**

Houston, TX 77026

Symplr

*/**** ** *******

Support a follow-the-sun operations center strategy to monitor and troubleshoot networks, servers, applications, and core infrastructure using tools such as Solarwinds, Alert Logic, Microsoft Enterprise Mobility Suite and other monitoring platforms.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server and storage resources, systems and key processes; reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Perform daily security checks, validating potential compromise of users, firewalls, security appliances, Honey Pots, and other security monitoring tools and logs.

Initiate incident management & response with structured escalation levels for Production issues.

Work on-call outside of regular business hours

ITC Global 7/2020 to 10/2020

NOC Technician

•Providing frontline support via incoming emails and or incoming calls along with follow up emails/calls.

•Live monitoring of network with tools such as Solar Winds, NMS, and other proprietary software.

•Performing isolation and compression test with customers and providers.

•Use of IDirect to activate, deactivate, and troubleshoot modem issues.

•Utilizing backup solutions (Fleet Broad Band/Manage and Control PC) to research issues when communications are down.

•Creating and closing automatic and manually created tickets.

•Assisting customer with manually beam switches.

IBM 7/2017 to 11/2019

Network Support Engineer

•Support of all network infrastructure including routers, firewalls, load-balancers, and switches.

•Plan, schedule, and implement network maintenance including firmware upgrades and hardware replacement.

•Engage with Technical Account Managers to represent the networking department in discussions with VIP customers.

•Create diagrams and other documentation of live network environments for internal and customer use.

•Understanding of routing and switching protocols including but not limited to: BGP, OSPF, HSRP, and Spanning Tree.

•Troubleshooting ASA Firewalls configuring rules, configuring site-to-site and remote access VPN's.

•Proficient with network monitoring tools such as SolarWinds and various Open Source tools.

•Experience with troubleshooting enterprise-level networking with knowledge in TCP/IP.

•Networking and security architectural and engineering support experience across local, regional, and global domains.

•Ability to effectively execute multiple IT projects and deadlines with limited supervision.

•Working experience with all three working shifts and different types of schedules both on call and rotational.

Kinder Morgan Inc. 12/18/13 to 5/2018

Network Control Technician II

•Proactively monitor and maintain the integrity to maximize availability of the Kinder Morgan telecommunication network (including but not limited to digital/analog microwave, frame, CDMA, VSat, DSL, MPLS and VPLS).

•On a regular basis, perform complex testing and analysis of all elements of the telecommunications network to include data, voice, video and SCADA.

•Regular and direct interface with customers, vendors, field technicians and network engineers.

•Apply problem solving skills and break down complex problems into solvable segments

•Ensure smooth transition of shift turnovers through verbal and written communication.

•Interact with a wide variety of people and personalities with courtesy and professionalism.

• Currently working non-traditional hours (shift rotation to maintain a 24x7x365 operation); which has shift changes that occur with little advance notice.

• Ability to perform multiple tasks with strict, and often short, deadlines in a technologically diverse and fast-paced environment.

• Sound knowledge of the modems, routers, switches, firewalls and other hardware.

• Ability to utilize command line, GUI and home networking environment.

•Providing technical training to team members when new information is obtained. Comfortable working on multiple Windows OS.

•Configuring network equipment and shipping out to field for replacement.

• Remotely access field equipment initiating backup solution such as CDMA modems or Vsat when primary communications fail.

•Part of Kinder Morgan disaster recovery team in the event of a pipeline emergency.

• Assisted in various department projects including the roll out and maintain of monitoring tool SolarWinds.

•Highly self-motivated with ability to perform the required and expected duties with minimal supervision

Ricoh USA 06/05 – 12/17/13

Senior Specialist

•Diagnosis hardware related issues to replace necessary devices.

•Provide technical support software related issues with Microsoft Operating System’s and Office Suite.

•Researching network connectivity issue’s for end user’s to help gain connection with network.

• Assisting with computer relocation during inner company employee moves.

•Facilitating equipment pickups and installations.

•Maintaining daily billing reports to ensure billing quality and accuracy.

•Creating both service and supply orders for ongoing maintenance for customer’s equipment.

•Managing meter collection for one of the larger INAP accounts which include HPWEB Jet, EMC, WEB, and AMR meter preference.

•Ensuring assets in Oracle database matches assets in TRAC database.

•Proactively preparing machines to be picked, upgrade or extended prior to lease expiration.

•Creating various reports to track different statistical analysis to improve Customer Satisfaction.

•Exporting data from Oracle and compiling spreadsheets in Microsoft Excel.

•Converting PDF files to Excel spreadsheets.

CONVERGYS 11/98 – 4/09

Wireless Care Specialist

•Provided detail billing and customer support for novice and internal customer base.

•Technical support for both cellular and wireless modem devices.

•Taking an average of 40 to 50 calls per day providing excellent customer support.

•Maintaining all metrics to meet goals provided by the employer.

Account Manager

•Processing all Deactivations of BlackBerry’s in the department.

•Responsible for handling billing issue’s for companies with Blackberry pagers for 30 or more customers.

•Walking customers through any billing question they may have regarding their account.

•Handling Accounts Receivable for companies with 30 or more employees with BlackBerry Devices.

•Accounts Receivables includes but not limited to issuing check refunds, credit card refunds, posting payments to correct accounts, collections, and credits due to the account.

•Account Maintenance for the Enterprise Accounts making sure the account is up to the client’s standards

•Creating new customer accounts, adding products to accounts, moving products, setting up billing for accounts, and the cancellation and reissuing of billing statements.

Activation/Deactivation Specialist

•Processing all Deactivations of BlackBerry’s in the department.

•Help out with Activation’s of Blackberry’s in the department.

Open Research Team Lead

• Ability to adjust to novice or expert computer users to help them resolve their problem.

• Simplifying computer terms and problems enabling novice computer users to understand and resolve the problem.

•Maintained technical expertise to appropriately diagnose customer complaints.

•Training customers over the phone to replace hardware and software dealing with their system depending on the need.

•Assign cases to tier two agents to for customers back who issues were not resolved by tier one agents.

•Attend meetings with Compaq, Lexmark, and PC-Tel on certain issues that arise with the products that we support for these companies.

Technical Support Representative

•Provided versatile troubleshooting skills, was able to support software for Mattel, Gateway software and Hardware, and also Toshiba laptop which enables me to meet the companies’ needs.

•Successfully completed weeks of hardware and software training for Gateway, Compaq PC’s, Compaq printers, and Toshiba laptops and an additional 2 weeks of training for Mattel Media Software.

MIS 1995- 1997

Computer Wholesaler of Parts and Peripherals

•Ability to interact with customers and fulfill their needs.

•Learned hardware and their specific functions.

•Built custom-made computer systems for clients.

Education:

Lone Star College Houston, Tx

AAS Computer Networking May 2012

Studying for CCNA

Reagan High School Houston, TX

Diploma 1995

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