Manager Customer Service

281-***-**** t r a c y. j o e . h a r t @ g m a i l . c o m

**** ****** **. ******, **, 77373

TJ Hart

H

T

E du ca t i o n

Florida Institute of Technology 2011

M.S., Information Technology (3.80 GPA)

Strayer University 2009

B.S., Information Systems- Computer Networking (3.61 GPA)

Southern Methodist University 2000

B.A., Mass Communications

Q ua l i f i c a t i o n s a n d S ki l l s

Active Directory Basic Nessus 4 Network IIS6

Security

SQL Sentry Monitoring PRTG Network Monitor Windows Server 2000,

2003, 2008

MS Cluster Administrator SQL Servers 2000, 2005

Symantec, McAfee

VMWare vSphere 4 Basic NMap

P r o f es s i o n a l E xp e r i e n c e

RealEC Technologies, Inc., Houston, TX September 2010 – Present

IT Production Operations Analyst (Night)

IT Project Management Achievements:

2011: Lead Project Implementer on SysEDGE Agent installation on 172 production mission-critical

servers for datacenter monitoring

2010: Project member in the migration of Production in environment from Houston Datacenter to

Jacksonville Datacenter; main responsibility included server name change, documentation, and

documentation validation

2010: Created and managed JTC ECC Response Matrix document as instructed by Vice President of

Operations; document measures operational efficiency of datacenter staff on critical production server

issues

Main Responsibilities:

Remotely managed over 400 Windows server in a complex environment.

Solely responsible for off-hours monitoring, troubleshooting, and issue investigation and escalation

RealEC systems.

Utilized monitoring tools to maintain a proactive view of the state of all Windows 2003 servers and SQL

Server 2005 with a number of monitoring tools, i.e. Spectrum, SQL Sentry, Redgate SQL, PRTG, and

Web Server Synthetic Testing

Used MS Cluster Administrator to troubleshoot server clusters, maintenance, and failover devices

Troubleshoot RDP connection issues

In charge of server reboots and MS services starts/restarts

Used Windows built-in monitoring tool like SysMon, PerfMon, and Net statistics to get snapshots of

current server condition.

Configured PRTG sensors to monitor problem areas of our servers, like Disk Free, CPU Load, PING

responses, Service failures, and VAS memory

Install SSL Certificates on newly onboarded clients servers to ensure secure two-way data transmission

between applications

Used HP Systems Insight Manager to manage HP servers and respond to issues with their health.

Developed a solid understanding of SAN concepts.

Managed various database scheduled jobs to completion and corrected any failed jobs.

Assisted with Performance Testing after changes we made to our environment

1st responder to Windows 2003 and SQL Server issues, i.e. high CPU, failover situations, iisresets

Updated Symantec Virus definition file for all servers

Gained expert level understanding of remote server tools like Royal TS, Dameware, Remote Desktop

Protocol (RDP), and HP iLO

Experienced in Symantec Virus Definition File updates

Created documentation on monitoring tools for distribution to other Operations Analysts

Assisted with the development of disaster recovery planning

Constantly worked with IT industry standard communication and collaboration tools: Office

Communicator ;WebEX

Continually communicated with VP and Director of Production Operations of nightly issues and trend

analysis reports

Managed Production Operations tickets through ResolveIT ticketing system.

Booz Allen Hamilton, Houston, TX July 2008 - Present

Business Systems Analyst-Mid, Sr. Consultant

IT Project Management Achievements:

2011: Designed New User Management Module for Internal and External users for improved usability on

web-based portal

2011: Lead Business Analyst for Semi-Annual Release 5 of Digital Signature portal

2010: Lead Business Analyst for Semi-Annual Release 4 of Digital Signature portal

2010: Lead Business Analyst for Semi-Annual Release 3 of Digital Signature portal

2009: Lead Business Analyst for Semi-Annual Release 2 of Digital Signature portal

Main Responsibilities:

Use SQL to query database for application troubleshooting.

Analyze business processes, functions, and procedures to determine the business systems software

that best meets the needs of the organization.

Participate in systems development and design, including reporting, and panel design.

Acquired extensive knowledge of JIRA ticketing system.

Mentor Junior BSA on application issues and acclimation to BAH

Coordinate implementation of system software, including conversion of data to new systems; work with

application support personnel to resolve any system problems.

Document system specifications, noting any changes in procedure.

Performed tasks in a team environment as well as individual projects.

Virtual and in-person training and technical support to system end-users.

Participated in escalation calls when necessary

Harmony Information Systems, Reston, VA July 2007 - July 2008

Applications Support Analyst, Tier II

Used RDP to perform site upgrades and installations on client servers.

Received, analyzed, researched, and resolved technical problems reported by clients or internal

sources while participating in a 24/7 on--call rotation

Performed daily trouble shooting of web applications database servers in SQL Servers 2000 and 2005

with SQL Enterprise Tools.

Proficient in Active Directory adding, editing, removing users accounts

Set up VPN connections and entered support issues in Gemini and Salesforce ticketing system.

Documented all resolutions to develop knowledge base for other team members.

Continually used IIS to setup website front-end.

Provided on-site and remote installations for new clients' customized web applications in training,

testing, and production environments.

Participated in design sessions to identify and understand system enhancements.

Consistently learned about customers' business processes and needs, and articulated problems and

solutions to both clients and internal staff.

Worked in team-oriented, collaborative environment, constantly communicating technical issues in both

technical and user-friendly terms to both clients and internal staff.

Gate Gourmet, Reston, VA Aug. 2006 – July 2007

Station Provisioning Manager

Identify any issues arising from inconsistencies identified in the count process and suggest action plans.

Use discretionary action to prepare emergency orders or recovery action, ensuring that any

amendments to procedures are updated.

Visit out-stations for audits/training/relationship improvement requirements/stock counts etc.

Budget Rent-A-Car, Washington, DC May 2005 - Aug. 2006

Branch Manager

Managed branch location that profited $1.7 million, directing and controlling all customer service.

Responded to customer inquiries and complaints.

Oversaw the preparation of a returned vehicle for its next rental.

Responsible for the development of new employees and the evaluation of current employees.

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