Engineer Service

DAVID J. ORIFICE

** ****** **** ***

Shrewsbury, Ma. 01545

Tel: 508-***-****

Email:********@*******.***

Over 30 years of experience managing all aspects of a worldwide network infrastructure, including providing Tier 1, Tier II, Tier III and Escalation support, remote access and virtual private networks (VPN). Strengths include providing a personalized technical relationship with account technicians and engineers, providing professional support to customers to resolve advanced issues, implementation and management of network devices including Cisco switches and routers and Windows servers and desktops.

TECHNICAL SKILLS

Operating Systems

Microsoft Windows Server 2012, Microsoft Windows Server 2008, Microsoft Windows Server 2003, Microsoft Windows Clients including Microsoft Windows10, Microsoft Windows8 and Microsoft Windows7 Enterprise

Various Linux platforms including CentOS, Red Hat Linux, Debian, Ubuntu

Cisco IOS and CatOS

F5 BigIP v4, LTM v9

Networking

LAN/WAN design, TCP/IP, DHCP, DNS, LDAP, NTP, WINS, Ethernet, Frame-Relay, web services,

Routing Protocols: RIP v1 and v2, IGRP, EIGRP. Knowledge of OSPF

Security: Firewall Policy, IPSEC, SSL, PPTP, L2TP, RADIUS, VPN

Troubleshooting: TCPDump, TCPRelay, Wireshark

Internet Protocols and Tools

FTP, TFTP, SMTP, DNS-Bind, ms-dns, icmp, tracert / traceroute, ping, netsvc, whois, nslookup, dig, etc.

Hardware

Allot DPI products including AC-50x, AC-1440, AC-3040, AC-6000, SG-Sigma, SG-SigmaE6 & E14, SG-Tera, SG-9500.

Cisco edge and core routers (2500 series, 3500 Series, 4000 Series, 7000 series), workgroup switches (Catalyst 2980 and 4000 Series) and content switches (CSS 11000 series).

F5 BigIP and LTM (6800)

Linksys wired and wireless DSL/Cable Router/Firewall.

PC/Server assembly and repair

Installation of servers and network devices into free standing racks and cabinets

Programming Languages

HTML, ASP, XML, ADO, and VBScript, Java and JavaScript

TECHNICAL CERTIFICATIONS

Cisco Certified Network Administrator (CCNA), 2005

Certificate in Web Technologies from Worcester Polytechnic Institute, 2003

Microsoft Certified Systems Engineer (MCSE), 1999

Microsoft Certified Professional + internet (MCP+I), 1999

CheckPoint Certified Security Administrator (CCSA) and Security Engineer (CCSE) certifications, 1998

Banyan’s Certified Banyan Engineer (CBE), 1993

Banyan’s Certified Banyan Specialist (CBS), 1992

EMPLOYMENT HISTORY

Allot Communications 9/2009-Present

a leading provider of security and monetization solutions that enable service providers to protect and personalize the digital experience.

Member of Allot’s Global Customer Support Satisfaction group providing technical support to a global customer base of TierI and TierII providers, as well as Enterprises and Universities

RSC-Americas TAC Team Lead

As the Technical Account Manager, act as a liaison to and assist in retaining key accounts such as: Viasat, NSSL Global, NYC DOE, General Communications Inc (GCI)

Act as a technical focal point for Allot partners and use customer relationship management to resolve customer problems.

Provide customer training for Allot’s products

Troubleshoot and conduct in-depth analysis of system log files and possible causes of issues to resolve

Use of the technical lab in order to replicate the customer issues. Participate in maintaining the lab upkeep Work with the latest networking / QoS technology in complicated / multi-vendor environments.

Escalation Engineer

As an Escalation Support Engineer my duties are as follows:

Handle cases for named Strategic Accounts

Handle 2nd, 3rd and 4th level support cases escalated from the TAC

Provide in-depth hands-on investigation into problems

Work closely with the customer until the service has been restored and/or a resolution found

Reproduce problems in a lab environment when needed

Liaise with other Escalation team members, and escalate to R&D as appropriate

Update the company CRM Systems, and provide regular status reports to management

Network Support Engineer

As a Customer Support Engineer I perform the following:

Handle first level support cases via phone, web and email

Use the Allot CRM System to track case activities

Communicate with customers until resolution

Investigate problems using internal tools and documentation

Reproduce problems in a lab environment

Access customer equipment to perform hands-on troubleshooting and resolution

Liaise with the escalation team when appropriate

Act as "first mile support" to provide all necessary information to escalation team. Serves as interface for the EMEA partners towards the rest of the company.

Fidelity Investments– (Contract via Veritude) - Durham, NC 8/2008 – 2/2009

A provider of investment products and services

Network Engineer

Member of Fidelity Technical Group - Operations (FTG-OPS) Application Traffic Management group providing load balancing support to the hundreds of external and internal web applications offered to it’s customers and employees.

Develop and implement new configurations to provide a load balancing solution for internal Business Partners’ web based applications. The load balancing infrastructure is comprised of F5 LTM and 3DNS appliances located in 3 datacenters nationwide, Merrimac, NH, Marlboro, MA, and Dallas, TX.

Modify and implement existing configurations to allow for improvements to be made to web based applications.

Carolina Medical Center – Northeast - Concord, NC 9/2007 – 1/2008

A 457-bed medical center with a reputation for excellence, and a part of the Carolinas Healthcare System

Network Technician

Member of a team of technicians in CMC-Northeast’s IS Networking group providing support to the hospital’s network infrastructure

Serve as primary client interface, responding to end-user requests and proactively notifying customers of problems which may impact access to critical applications required to monitor and treat patients

Monitor servers and network devices, troubleshoot and identify sources of problems and take appropriate action to resolve issues in a timely manner

Manage equipment and service vendors for break/fixes (including dispatch, collaborative troubleshooting and problem resolution); verify fixes are successful

Assist Systems Operators with the installation of new software and hardware systems as required.

Monitor and analyze upgrades and enhancements in a proactive manner to minimize problems.

Successfully managed and coordinated upgrade of Picis CareSuite to version 8.0 from 7.2.

Successfully managed and coordinated upgrade of Dictaphone Text servers and backup voice and voicedata servers

AT&T - (Contract via ModisIT), Cary, NC 11/2006 – 8/2007

A major tele-communications company providing managed network services to it’s global customers

Tier 2 Network Operations Support Engineer

Member of a team of engineers in AT&T’s GCSC providing tier 2 support to Merrill Lynch’s network infrastructure

Serve as primary client interface, responding to customer requests and proactively notifying customers of problems and the impact on the customer's business

Act on customer's behalf in handling problems and making decisions, i.e., understanding critical items and priorities * Monitor the ticket queue for incoming tickets.

Update tickets in accordance to Service Level Agreement requirements and, if necessary, escalate based on severity levels

Monitor customer devices, troubleshoot and identify sources of problems and resolve basic configuration problems concerned with the service line being supported (server, LAN/WAN, voice, etc.)

Manage circuit providers for break/fixes (including collaborative troubleshooting and problem resolution); verify fixes successful

Manage equipment and service vendors for break/fixes (including dispatch, collaborative troubleshooting and problem resolution); verify fixes successful

IBM - (Contract via Matrix Resources), Durham, NC 11/2005– 11/2006

A major computing company providing hardware and software solutions to it’s global customers

Level 2 Software Support Engineer

Member of a team of engineers in IBM Software Group involved in supporting various modules of IBM’s Websphere application suite of Productivity and Collaboration products, in particular Websphere Everyplace Connection Manager (WECM) .

Assist IBM clients with issues they may have with installation, configuration and implementation of WECM.

Assist IBM clients with identifying possible issues with the packages they have installed and offer a timely resolution by providing appropriate patches for their installations.

Perform testing of latest version of WECM Gateway, Mobility Client and Gatekeeper software on various OS platforms such as Red Hat Linux, AIX and Windows Server 2003.

MCI - (Contract via Sapphire Technologies), Cary, NC 5/2005 – 10/2005

A major tele-communications company providing managed network services to it’s global customers

Cisco Implementation Engineer

Member of a team of engineers in MCI’s USPS NOC involved in the migration and upgrade of approximately 6500 United States Postal Service locations using the following technologies: IPSec, VPN, SSH, Telnet, and Frame-Relay. Hardware used includes: Cisco's 1721 and 831 DSL routers, and if a site required a LAN upgrade, Cisco's 2950 Series switch.

Remotely configure Cisco 831 and 1721 routers at customer sites and manage cutover to new 384k DSL and Frame-Relay services.

Assist MCI’s vBNS engineers and on-site technicians with implementation and troubleshooting of new T1 circuits for Frame-Relay upgrades.

Assist MCI on-site technicians with the installation of Cisco hardware including the Cisco 831 DSL router, 1721 router with T1 WIC installed and Cisco 2950 Catalyst switches when required.

Switchboard Inc., Westboro, MA 8/2001 – 6/2004

Internet based company providing white and yellow page type directory services

Principal Operations Engineer

Worked with a team of engineers who are responsible for the installation and maintenance of Switchboard’s website (www.switchboard.com) and websites belonging to Switchboard’s partners (AOL, Bell South, Transwestern Publications).

Installed and configured Cisco CSS hardware to provide load balancing for Switchboard’s site and partner’s sites and other Cisco hardware such as Catalyst switches for Switchboard’s infrastructure.

Installed and configured IPSec tunnel using Cisco PIX 515 firewalls between Operations lab and Switchboard's co-location site.

Installed and configured Heroix RoboMon monitoring software on all web servers and supporting servers.

Updated and maintained network maps for all sites using Visio.

Worked with Verisign and Switchboard’s two Internet providers (UUNet and Savvis) to provide secondary DNS for Switchboard and its partner’s sites.

Recommended, implemented and maintained remote access to the Operations Lab using PPTP.

Recommended and implemented use of wireless PDA to connect remotely to Switchboard's management for maintenance and support via the internet using PPTP and Terminal Services

ePresence (formerly Banyan Worldwide Services), Westboro, MA 10/1989 –6/2001

Provider of network and security software and services

Senior Network Engineer

Managed all areas of data communications including Local and Wide Area Networks (LAN, WAN), firewalls, remote access and VPN.

Maintained Frame-Relay network and VPNs connecting 10 sites in North America and 5 sites in Europe to ePresence’s corporate facility

Handled migration of all Frame-Relay sites from WorldCom/MCI network to AT&T including coordination of international personnel for migration

Performed all Year 2000 checks and upgrades on all routers attached to ePresence’s Frame Relay network as well as all equipment attached to the corporate LAN

Assigned corporate remote access accounts to authorized ePresence employees and handled the revocation of accounts of terminated employees

Monitored and managed ePresence’s corporate LAN including all cabling, hubs, routers and switches.

Installed CheckPoint firewall in London locations

Managed network security policies on all company firewalls

Influenced the total revamping of the corporate LAN to increase bandwidth on the internal network

Performed an integral part in converting ePresence’s network from a shared 10-megabit routed network to 100-megabit switched to the desk.

Headed vendor selection process which led to company savings of $100,000

Supervisor Network Operations, Banyan Worldwide Services

Managed a staff of five network technicians and engineers responsible for maintaining Banyan’s entire VINES network

Wrote annual performance reviews for staff members.

Maintained Frame-Relay network connecting 20 sites world wide including sites in North America, Europe, Asia and Australia to Banyan’s Westboro facility

Installed CheckPoint firewall in corporate facility replacing router-based firewall managed by BBN/GTE

Managed migration of internet access from BBN/GTE to AT&T Managed IP Services (AT&T MIS)

Named to Banyan’s Top 10% Performers list in 1997

Migrated Banyan to Windows 2000 as a member of the rapid deployment team

Network Engineer, Banyan Systems Inc.

Installed and maintained all core hardware on Banyan’s internal network. Worked closely with software engineers supporting the development environment. Supported the user community regarding desk-side issues such as PC break/fix and application problems.

Systems Automation, Inc., Wakefield, MA 5/1984 –10/1989

Systems integrator providing solutions to allow it’s customers devices to communicate

Field Service Technician

Prepared and installed new equipment in customer locations. Field and bench service to board level.

EDUCATION

Worcester Polytechnic Institute

Worcester, MA

Certificate - Web Technologies

Nichols College

Dudley, MA

Business Management

Massachusetts Bay Community College

Wellesley, MA

Computer Science

GTE Sylvania Technical School

Waltham, MA

Certificate - Computer Electronics

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