Customer Service Manager
Resume:
Ernest E Busby II
********@*****.***
Summary:
Information Technology Professional with an extensive background in monitoring the performance and health of servers, desktops, network devices, circuits, and applications with a goal of delivering maximum availability and uptime of services provided over the networking and within the computing environment. Delivering exceptional customer service, support, and solutions in person, using the phone, email chat, and Skype/Lync/VOIP to resolve problems and issues. Adept at quickly and constantly learning new skills and technologies and effectively applying them. Extensive experience supporting end users and engineers at all organizational levels. Strong focus on problem identification skills, analysis skills, and troubleshooting skills and a results oriented goal that the problem is not solved until the customer is satisfied. Specialized Skills: OSI and TCP/IP Troubleshooting Layered Approach, TCP/IP Packet Analysis, Network Performance Monitoring, Network Security Monitoring, Microsoft Windows/Linux Server and /Desktop Administration, SNMP Monitoring, Data Analysis, Network Troubleshooting, Maintaining Current Network Documentation Network Management Tools Experience:
NetScout, Aruba, NNMi Network Node Manager 9, CA-eHealth, CA-NetQoS, NetScout, Orion SolarWinds, Karalon Traffic IQ, Nagios, OpenNMS, CiscoWorks2000 VMS, Nedi, Cacti, CompuWare NetworkVantage EM/Probes, SawMill Log Analyzer, IPAudit, BRO IDS, Big Brother, Snort IDS, Cisco CWSI, Tcpdump, FireGen Cisco Config Parser, Nessus,Cisco Security Agent MC, SolarWinds Professional Toolset, OpenNMS, VMWare,Qemu,OpenView Microsoft Knowledge/Experience:
Desktop 7 - 10, Servers Windows NT – 2016, Office 97-2016 (Word, Excel, Power Point,Visio,Project,Access) Linux/Unix Knowledge/Experience:
Red Hat Linux Version 5 - 7, Centos Versions 7, Fedora 25, Ubuntu 16.04, Debian 7, AIX Unix 4.3, HP-UX Unix 9.x - 12) Effective Soft/Transferable Skills:
Passion for Learning, Teachable, Written and Verbal Communication, Problem Identification, Problem Isolation, Troubleshooting, Problem Solving, Problem Resolution, Critical Thinking, Creative Thinking, Team Player, Collaboration, Working Independently or Remotely, Planning, Organization, Listening, Project Management, Results Oriented, Presentation, Meeting Coordination and Management, Change Management, Judgment, Decision Making, Conflict Resolution, Written and Verbal Communication, Managing Teams, Managing Virtual Teams, Team Skill Development, Team Training
Formal Education
Goodwill Career Technical Academy PC Tech/ A+ Austin Texas September 2017
- CompTIA A+ Certification Testing Pending October 2017 Texas State Technical College, Waco, Texas September 1996 – March 1998
- Computer Networking and System Administration Associate Degree with Honors Experience:
Hewlett-Packard - March 2011 – May 2016
- Network Delivery Engineer: Responsible for on-going product development and improvement of network data analysis and key performance indicator based custom reporting services to subscribed HPE customers. Responsible for product and service marketing, delivery processes, procedures, and documentation. Service goal was to assist accounts in supporting client contractual Service Level Agreements (SLA) and reduce violation penalties through transparent performance reporting of managed services. Increased client base from 4 clients to over 50 fortune 500 and governmental clients in a 24 month period by improving service processes and increasing accuracy.
- Network Performance Analysis and Reporting Team Lead: Responsible for training, development, and performance of globally distributed team of network report analyst supporting delivery of data analysis and performance reporting services from globally distributed network management systems.
- Network Performance Analysis and Reporting Analyst: Responsible for collection of data and device configuration data from globally distributed and local network management systems(NMS), configuration management databases, ip address management databases, device configuration backup databases, and various standalone applications. Normalization and analysis of collected data from various sources and using key service indicator metrics and standard/organization/client threshold points as focal points of analysis. Using advance Microsoft Office Excel and PowerPoint skills to analyze, format, and created custom presentations. Deliver live weekly, monthly, or quarterly performance report presentations using Microsoft Skype/Lync to internal and external customers, complete with analysis, comments,recommendations, and forecasting for network resources that exceeded recommended thresholds.
- Network Specialist: Responsible for responding to ticket queues to assist HPE clients and network engineers with resolving network break/fix issues, network device performance issues, network circuit utilization or performance issues, and for identification and analysis of protocols and host consuming network resources. Responsible for meeting with HPE Account Network Architects and HPE/Client non-technical executives to communicate the analysis of performance reports in non-technical terms the state of the performance of their overall network environment.
Reason for Leaving: Workforce Reduction. Merger with CSC - now DXC. Department eliminated. Consulting - February 2008 – Present
- Personal Consulting and Solutions Services: Providing IT consulting services to individual consumers and small businesses. Plan, build, install, maintenance, upgrades, malware and virus removal, and provide maintenance support for Microsoft Windows and and various Linux distributions. Support servers, desktops, laptops, wireless and wired networking, and peripherals installations. State of Texas Workforce Commission - March 1998 – October 2007
- Information Security Analyst: Responsible for securing and protecting the Agency network edge by administration and management of Cisco Security Agent (CSA)/Cisco Security Management Center (CSAMC)/Cisco Intrusion Prevention Appliances, NitroSecurity IPS Management Center and Probes,Snort IDS, and BroIDS. Responsible for network mapping, internal and edge penetration and vulnerability assessments, and assist in risk assessment.
- Network Analyst: Responsible for responding to emails, phone calls, chats, and trouble tickets for analyzing and troubleshooting network performance problems utilizing packet analysis tools. Responsible for network performance and availability monitoring environment utilizing commercial and open source applications on Linux and Microsoft Windows operating systems.
- Microsoft Windows System Administration: Responsible for NetworkVantage and ApplicationVantage administration, installation, configuration, and maintenance installed on multiple Microsoft Windows servers and workstations. Supporting a dedicated and distributed centralized management and distributed probe environment, monitored and collected application performance data, analyzed the data from the server to the end user with the overall objective of providing a birds eye view of the end users experience to improve the overall performance of applications running on the Agencys network infrastructure.
- Linux System Administration: Responsible for administration, installation, configuration, and maintenance of multiple linux servers and workstations. Supporting developers, CVS code repository environments, web servers, e-mail relay servers, file servers, other linux based services, and supporting various open source solutions.
- Unix System Administration: Act as Unix System Administrator for HP-UX UNIX 9.0-11i/Sybase database environment running on four HP9000 and one HPV2500, with EMC attached disk-storage and StorageTek Robotic DLT Library/Legato backup solution. Monitoring environment with HP Open view, open-source applications, and custom scripting.
- Perform Unix-based system management duties, supporting HP-UX UNIX/Sybase environment, supporting the Agency's TWIST and Datawarehouse applications.
- Responsible for hardware preparation, operating system installation/configuration, and environment customization in preparation for installation of Sybase database and programs by database administrators.
- Monitor and evaluate performance and utilization of system resources. Provide reports and information as requested. Recommend changes to system when appropriate. Implement system changes as requested. Coordinate with vendors and Agency staff to modify and maintain systems. Coordinate with system users and clients to meet their operational needs. Create and update system documentation of systems environment and procedures. Perform system backup and recovery.
- Cooperate with Agency staff and vendors to identify, isolate, and resolve problems. Document system problems and their associated resolutions.
- Provide reports to management on problem status as requested. Complete technical projects as assigned. Determine technical specifications of planned projects as requested. Provide technical documentation as requested. Plan new projects and implement and integrate into UNIX systems/environment as required.
- Perform technology review and evaluation as requested. Work alone or with a group to research, review, and evaluate new technologies, software, hardware, and upgrades.
- Summarize research and provide reports and recommendations as requested. Reason for Leaving: Workforce Reduction. Agency out sourcing IT services to IBM Electronics Data Systems (EDS) - Waco, Texas September 1981 – May 1996
- Computer Operations Manager: Supervisory responsibilities for shift computers operators, data entry, item processing, and production control clerks at 24/5 batch processing data center. Responsible for the daily, monthly, quarterly, yearly batch processing of financial institutions data, payrolls, and IRS reporting. Responsible for ensuring all input data and physical checks were received from the banks, pre-processed, and error free before batch processing. Responsible for ensuring output post-processing was correct, met all customer specifications, and packaged to be picked up for delivery to customer site. Responsible for interacting with Auditors during external and internal audits. Responsible for data backup, data recovery, and audit of off-site backup/disaster recovery media. Responsible for computer operations business continuity and disaster recovery preparation, testing, and execution at remote recovery facilities. Dual reporting responsibility to Data Center Business Manager and Data Center IT Manager.
- Computer Operator: Responsible for the daily, monthly, quarterly, yearly batch processing of financial institutions data, payrolls, and IRS reporting. Responsible for ensuring output post-processing was correct, met all customer specifications, and was printed and delivered to balance and control clerks. Reason for Leaving: Workforce Reduction. Data Center processing services migrated to EDS/Plano. Computer Operations department eliminated.
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