SYLVIA BROWN

** ******* ***** *********, **. ****6 (H) 770-***-**** (C) Email -

678-***-**** abi6yc@r.postjobfree.com

SELECTED WORK EXPERIENCE

AT&T - Atlanta, GA

April 1995 - February 2010

Data Center Analyst/Hardware Technical Support April 2008 - February 2010

. Responsible for supporting all production hardware or application

software in the data centers 7X24, and be responsive to all problem

situations

. Possess all office skills (computer, fax, telephone, printer) with the

ability to type 45 WPM

. Handled a large volume of inbound/outbound calls which consisted of heavy

data entry and extensive customer service support with excellent

communication skills and professionalism

. Ability to work in a fast paced team environment

. Proficient with Microsoft Office (Word, Excel, Power Point, Outlook)

. Dispatched vendors onsite and provided assistance for the critical

servers during scheduled maintenance windows

. Created and updated tickets for 4 data centers and remote sites during

off hours and weekends which included working ticket from start to finish

. Used online tools to accurately update each call from start to finish and

verified with customer that the issue had been resolved

System Administrator/Hardware Technical Support Jan 2002 - April 2008

. Utilized various troubleshooting techniques (ping, ipconfig, tracing

network cables, etc.) to resolve SUN, DELL, COMPAQ and HP server hardware

issues

. Issued trouble tickets, when appropriate, using trouble ticket software

application (Remedy).

. Performed troubleshooting with hardware server issues and provided AT&T

internal customers assistance as needed

. Performed first line technical support for service interruptions such as

tape drive issues, disk drive failures, power supply outages, and

malfunctioning servers in a 24x7 data center

. Observed peripheral equipment for attention lights and/or error messages

displayed on monitor of terminal to detect performance of servers

. Performed startup, shutdown, and system verification procedures

. Maintained Disaster Recovery procedures and tape media storage to support

all Disaster Recovery processes

. Power cycled tape drives when requested in an effort to resolve tape

drive failures and errors

. Performed daily tape ejects and mounts as well as shipping tapes off-site

to Iron Mountain for storage

. Tested fiber cable connectivity to ensure valid connection via cable

tester

. Escalated unresolved problems to expedite resolutions

. Served as primary support liaison between customer and vendor

. Knowledgeable understanding of vendor management best practices and

Service Level Agreements

Tape Librarian/Computer Operator Nov 1998 - Dec 2001

. Maintained a listing of the on-site and off-site magnetic tape library

which identifies the volume number on the tape

. Prepared media for the backup process, including performing daily tape

ejects and mounts

. Shipped tapes to an off-site location for secure storage

. Trained new staff on operations procedures

. Managed and monitored tape growth and tape availability while handling

magnetic tapes used by various computer systems

. Used Microsoft Word and Microsoft Excel to create spreadsheets for tape

inventory

. Shipped/received packages to and from UPS, FedEx, Airborne, DHL

Tape/Print Operator April 1995 - Nov 1998

. Performed tape management, silo operations and print room operations and

distribution

. Shipped tapes to an off-site location for secure storage

. Managed distribution of daily reports with automated report management

system

. Printed bundles of reports and verified computer-printed reports for

neatness and accuracy

. Determined printer and insertion device problems and dispatched proper

vendor maintenance as required

System Software Operating Systems

Solaris 8 & 9 Microsoft Windows ( Windows

Remedy 95, 98, 2000, NT

CAMCS Workstation, XP)

AOTS Ticketing System Microsoft Office (Outlook,

Word, Excel)

StorageTek ACSLS

Internet Explorer

UNIX (basic commands)

EDUCATION:

Georgia Medical Institute - Atlanta, GA 2002 - 2003

Associate Degree

Medical Billing and Coding

Honors: Deans List

.

Heritage High School - Conyers, GA

High School Graduate

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