JAMES R. LEWIS

*** ******* ***** - ****, ***** Carolina 27021 - aboe2h@r.postjobfree.com - 336-***-****

OBJECTIVE

I seek a department seriously interested in upgrading their bottom line and accelerating growth with a highly skilled IT professional, team player and leader with over a ten year track record of superior accomplishment in information security, operations, customer and technical support.

CAREER HIGHLIGHTS / QUALIFICATIONS

10+ years of Server, Network, Technical, Information Security and Call Center Experience

EXPERIENCE

BANK OF AMERICA, GREENSBORO, NC

IT OPERATIONS SUPPORT, January 2011-Present

Provides Aspect, ACD, Server, Telecom, and Network support for Bank of America’s call centers.

Responsible for monitoring and maintaining enterprise level servers. Interface with vendors to resolve complex hardware, software and network issues.

WACHOVIA, A Wells Fargo Company, WINSTON SALEM, NC

IT OPERATIONS ANALYST, Server and Application Support, November 2008-December 2010

Provided Windows and Unix Server and Application help desk support for Wachovia’ Lines of Business. Hardware support for all of Wachovia’s servers. Works with Server, Database and Application Administrators. Critical Application support for the Enterprise. This includes the real-time monitoring and coordinated repair of Enterprise server, Retail branch server, and Securities branch server company-wide. Responsible for operational management of Open Systems, Storage, Application Performance and Critical Site environment conditions within the Wells Fargo production environment. This will include interpreting monitoring alerts and resolving or coordinating resolution of complex production, application and system problems to ensure that related service availability commitments are met. Participates in bridgelines as required and provides operational support for aligned support groups. Monitor and respond to problem tickets and alerts. Escalate issues to management and reports status on issues to senior management team. Performs diagnostic testing, trending and analysis of production problems and relationships and resolves issues to avoid impacts to system performance. Analyzes work flows and procedures, contributes to, and implements operational best practices. Reviews, updates, or writes daily operational documentation for shift transition as well as processing procedures/documentation within the command center for application processing and backup/contingency. Responds to customer inquiries, opens, documents, resolves and closes problem records.

WACHOVIA, A Wells Fargo Company, WINSTON SALEM, NC

Telecom Engineer 2 (Analyst), September 2002-November 2008

Provided Server and Network Monitoring Support. Supported Cisco routers and switches for Retail branch network, Securities branch network and corporate network. Monitored and responded to trouble tickets and alerts.

WACHOVIA, A Wells Fargo Company, WINSTON SALEM, NC

TECHNICAL SUPPORT ANALYST, Wachovia Connection, October 1999-September 2002

Position entailed diverse responsibilities, including technical and phone support of Wachovia's PC-based Corporate Treasury applications, documentation of in-bound caller activity, and facilitation of open customer issues in a call center environment. Handled Information Security related issues within Wachovia Connection products. Created ID's and passwords. Delivered quality customer service by processing move, add and change requests and user security requests from external customers on Wachovia Connection Applications. This position also called for an individual who is detail-oriented, self-motivated, and a problem-solver who understands PC hardware, its related components and peripherals, extensive exposure to Windows operating systems and a strong knowledge of LAN and communications hardware and software. Along with excellent communication skills and strong analytical skills.

VERIZON TELECOMMUNICATIONS, KERNERSVILLE, NORTH CAROLINA

NETWORK ENGINEER, Greensboro Junction Service Assurance Center, March 1999-October 1999

Provided first and second-level technical support in a Network Operations Center in a 24 x 7 call center. Effective multitasking was an integral part of this job. The primary duties will included: Providing 100% phone support for the companies Physical Layer Service Center using remote desktop software applications. Provision and support the Frame Relay, ATM, VoIP,(ADSL), (HDSL) at the Core Level over the DS1, DS3, DS0, OC3 networks remotely from a service delivery center. Added the Cisco routers and the switching matrix for routing and also the transport link for the circuits to travel. Experienced configuring the actual network elements, this will included setting up cross connections and signaling parameters. Overall experience in creating, designing, troubleshooting, and testing /turn up service. Experience with troubleshooting various protocols, working knowledge of CSU/DSU operation and testing, strong circuit testing exp, and Telco exp. Experience and working knowledge of circuits, trouble shooting of circuits, extending of circuits, loopbacks, Telco Demark, T bird testing.

VERIZON TELECOMMUNICATIONS, CARY, NORTH CAROLINA

TECHNICAL SERVICES SPECIALIST 3, Global Technical Service Center, June 1995-March 1999

Opened service tickets on the following products and services: Digital Data Service, T-1, T-3, voice and data Provided technical service support to large account customers by responding to inquiries related to the WorldCom Network. Called the customer to inform them of circuit failure and enter record of failure into the trouble ticket system. Familiar with TCP/IP, LAN/WAN, telephony and cisco routers. Acted as a liaison between the customer, account team and WorldCom internal/external organizations in order to effectively identify, troubleshoot and resolve problems. Opened circuits, Frame Relay, Switch Multi Data Service and ISDN Services. Utilized all systems and available to ensure restoration of service to the customer s satisfaction . Conducted initial routine data testing as well as call searches, interpreted results and act accordingly. Documented service tickets as necessary, escalated to network services management as appropriate and provided timely and accurate feedback to the customer on their incident. Performed special projects as assigned. Trained new employees. Performed team leader functions.

IBM CORPORATION, RALEIGH, NORTH CAROLINA

TECHNICAL SUPPORT REPRESENTATIVE, State and Federal Government, June 1993-June 1995

Managed customer assets in excess of $1 million. Supported marketing representatives in new and existing accounts. Worked intensively with user and technical personnel. Handled multiple priorities and confidential matters in a fast paced environment. Was responsible for billing release and sending out invoices, on-line asset processing, maintaining files, installing assets into the computer system to start the warranty, and maintenance of contracts. Traveled to customer sites to explain asset standings and ensure ultimate customer satisfaction. Used knowledge of computer functions and processing procedures to work within established guidelines for audit-ready posture. Was instrumental improving customer relations through exemplary service. Was responsible for quotes, purchasing, status reports, product research, and on going tracking of products.

QUALIFICATIONS/COMPUTER SKILLS

Experience with Windows and Unix Servers

Remote Desktop

Experience working with Physical layer infrastructure in a raised floor data center

Experience and working knowledge of circuits, trouble shooting of circuits, extending of circuits, loopbacks, Telco Demark, T bird testing

HP Openview Experience

Experience and working knowledge of network switches and routers (IOS, IP addressing, configurations)

Experience with Wealth, Retirement, Trust applications or systems.

Experience supporting technology in a financial/enterprise environment.

PC/LAN experience.

Ability to analyze and troubleshoot application, hardware and peripheral technology issues.

Experience with help desk functions such as Microsoft Word, Excel, PowerPoint, Access, Visio and Project Skills

Previous Information Security Experience in Wachovia Connection

TCP/IP knowledge

UNIX

Working knowledge LAN based applications

Windows Operating Systems

Demonstrated ability to work well with others in a team environment.

Ability to manage tasks to completion under tight time frames.

Proficiency in relevant Open Systems technologies such as UNIX, INTEL, LINUX, F5, DATAPOWER, ORACLE, MQ, WEBSPHERE

Proficiency with complex Service Oriented Architecture (SOA) environments.

Willingness to work holidays/overtime/off-shift hours as required.

Comfortable working in a fast-paced multi interface environment (phone calls, email, instant messenger, pager, monitoring systems)

Ability to multi-task and work in a deadline driven, dynamic environment.

Ability to execute move, add, change (MAC) requests with both applications and hardware.

Experience with PAC2000.

Experience working off-hour shift, weekends and holidays.

Experience in critical monitoring and analysis such as network monitoring.

Knowledge with incident handling

Ability to apply forward-thinking in a fast-paced and rapidly evolving environment.

Experience with multiple computing platforms (Windows, Linux)

10+ years experience in computer related technical service position. This includes both hands on and remote desktop support.

Excellent verbal and written communication skills.

Strong attention to detail and organizational skills.

Experience with Active Directory, understanding of IDs/Groups

.

HONORS

Wachovia Employee of the Month Award, August, 2001

MCI WorldCom Spotlight Award for Technical Support, August, 1998

MCI WorldCom Spirit of Service Award for Technical Support, Oct. 1998

MCI WorldCom All Star Award for Technical Support, September, 1996

IBM Outstanding Customer Support Award, March, 1995

EDUCATION

Bachelor of Business Administration - May, 1993

North Carolina Central University - Durham, North Carolina

Majors: Management and Marketing

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