Technical Support Service

KAESTNER JOHNSON

***** ******** ***** ** #*** Woodbridge VA. 22191 CELLULAR 301-***-****

SUMMARY

My work experience consists of over 12 years in Technology; analyzing, implementing and maintaining communication management strategies and supporting technical documentation. As a result, I exhibit excellent written and verbal communication skills. I possess a solid background in corporate wide, inter-network environments that consist of switched/routed/shared Ethernet, token ring, FDDI and WAN connectivity. In addition, I have exceptional knowledge of WAN technologies and TCP/IP protocol.

TECHNICAL EXPERTISE

Hardware: HP, SUN, IBM and Dell servers, Network Appliance F940C, Timberline 9490 Cartridge tape drives, Quick

Tape Display System, 3490 Tape Drives, 3420 Round Reel Tape Drives, Spectra Physics Barcode Scanner and IBM

Printer, MVS Console, TLMS, CA-7, TSO, Forklift, Cherry Picker,

Software: SmarTerm, RMM, Dot Project, EM7, Corel Word Perfect, MS Home and Professional, MS Office 2000/2013 (Word, Excel, Outlook and PowerPoint)

EDUCATION

Prince George’s Community College - Largo, Maryland

Computer Information Systems, 1998

WORK EXPERIENCE

Windstream Hosted Solutions -Mclean, Virginia

Operations Tech II, 2012 to Present

●Assemble/build hardware to meet client/service order specifications

●Test in-stock hardware to determine functional status

●Run diagnostic suites on Dell, Sun and HP servers

●Build servers using Approved OS images via ghost or kick-start

●Assist in the installation, racking, and cabling of equipment

●Run, terminate, and test cables/fiber

●Equipment monitoring

●Provide remote hands and eyes support for customer issues/concerns

●Inspect and troubleshoot issues around electrical and mechanical equipment

Transcore – Ashburn, Virginia

Field Service Technician III, 2007 to 2012

●Inspect, troubleshoot, service, repair, integrate and/or install radio frequency (RF) and data telecommunications equipment

●Support system hardware and software, PC's, IP telephony, Ethernet networking and microwave/RF communications

●Provide technical support to customers and in-house staff on operational or maintenance aspects of system equipment

●Serve as customer contact on technical and service system-related issues and problems

●Logically and systematically diagnose mechanical, hardware, software and systems failures

●Assess most cost effective repair/resolution to proactively minimize customer downtime

●Prepare reports to document analysis of equipment failure trends and service ability issues

●Install, provision, and maintain low power DC electrical systems (e.g., -48V, +12V) including commissioning/decommissioning of DC power wiring, cable dressing and labeling, and replacement of various system components

●Provide training and technical support to less experienced technicians

●Research technical details of alternative solutions on existing equipment

●Forklift and cherry picker operation

Citigroup North America- Silver Spring, Maryland

Network Technical Support / Technical Analyst, 2004 - 2007

●Effective written/verbal communication and documentation

●Develop documentation reflecting effectiveness of CTI efforts

●Assure commitments are met relative to implementation of various CSR/PIF/MAC

●Assure implementation and documentation of Technical Requests.

●Provide operational support of business telecommunication

●Maintain documentation of technical hardware inventory

●Provide timely and cost-effective remedial maintenance of network/hardware issues

●Manage third party vendors in support of local/regional business service commitments

●Responsive to CTI business service problems

●Resolve resource constraints

Mainframe/Midrange Operator, 2003 - 2004

●Operated and oversaw Mainframe computer console

●Responded to Midrange requests in a timely manner

●Created and documented special backups upon request

●Maintained accurate documentation of Mainframe/Midrange operations

●Processed of offsite vaulting

●Monitored console messages

●Cleaned and maintained media drives

Managed Storage International (Citigroup North America) – Silver Spring, Maryland

MVS Operator, 2001 - 2003

●Mounted and stored data tapes and reels with supporting log documentation

●Produced documentation and system reports via RMM

●Assisted in the monitoring and execution of mainframe commands via IBM mainframe

●Conducted dismounts and filed active media into respective storage location

●Monitored and maintained an adequate amount of scratch media.

●Pulled, filed and accurately documented offsite tapes

●Monitored console messages

●Cleaned and maintained the efficiency of tapes drives.

Technology Operations Solutions International (Citigroup North America) - Silver Spring, Maryland Mainframe Assistant Lead Operator, 1999 - 2001

●Trained new operators in duties and responsibilities of a mainframe operator

●Maintained accuracy of operational documentation for trainee references

● Produced system reports and documentation via TLMS, CA-7, and TSO.

●Assisted in tape library management and documentation of files

●Supported annual inventory of all media 3

●Reconciled media listings with physical tapes

●Assisted in scratch pool maintenance

●Ensured accurate slotting /filing back of active tapes

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