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Manager Technical Support

Catonsville, Maryland, United States
January 30, 2018

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Kevin M. Brohawn

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

Baltimore, MD 21207

Cell # - 410-***-****

E-MAIL Address -

PROFILE: Hand-on experience in a variety of Telecommunications and Data Operations, including more than a decade of managing global network operations. Possesses broad knowledge of network hardware and software, and is comfortable with teaching and managing the members of a team toward common goals.

Specifically, has experience in:

Project management --- Remote troubleshooting --- Time-sensitive problem-solving --- Network Monitoring --- Helpdesk Team Leadership --- Data Center Management --- Report preparation ---Training, new employee mentoring

Professional Experience:

Independent Consulting (11/2014 – Present)

Home Network Support, PC Technical Support - Independent Consulting. Took time off for personal/family reason.

Micros Inc, Columbia, MD (11/2011 – 11/2014)

NOC Supervisor (3rd Shift):

I supervised a shift consisting of Application Specialist, a Database Engineer, a Noc Tech and Network Engineer. Monitored alerts for various applications, primarily utilizing enterprise monitoring systems. “Solarwinds” was the Global Monitoring System for all environments associated with the Point of Sale division and Hotel Reservation services. All LAN/WAN connections were monitored via Solarwinds. Through the process of SNMP enabled devices, ping, traceroute, and netstat commands were used to define an interfaces (availability, Latency and utilization. I participated in break fixes, implementation and support of MICROS’ globally hosted applications. Identified trends and formulated performance improvements to the enterprise system. Proactively monitored and controlled systems in globally hosted client server environment. Customer Notifications were sent via the supervisor regarding any upgrades, hot fixes, degradations and outages per SOP Procedures. New employee access was created by the supervisor through Active Directory, along with VPN/Portal access.

Wells Fargo Financial, Greenbelt, Md (8/2004 – 10/2011)

Operations Analyst:

I was responsible for multi-platform operations, scheduling, and/or data storage. This included monitoring, analyzing, and resolving basic production, application, and system problems to ensure that the data center service commitments are met. Analyzes work flows and procedures to gain operational knowledge. I was the team lead for processing procedures/ documentation within the data center for application processing and backup/contingency. Responds to customer inquiries and resolves or escalates problems, as necessary using Remedy Ticket Software as a Global Resource. Initiate and monitor daytime and nighttime computer operations and network available using Netcool and HP-Openview as assigned and according to established procedures. Contact support resources when production job problems are encountered and assist as directed. Perform other duties as assigned. IPLs and Network refreshes upon demand.

NeighborCare – Annapolis Junction, Md. (10/2003 – 7/2004)

Data Operations Manager II

Manage and provide functional operational support for all nightly batch processing. Accountable for all billing and distribution needed on a daily, weekly, monthly and yearly schedule. Processing is achieved by using MESTAMED. A UNIX based software application used solely in the healthcare industry. Mestamed operates on a RISC6000 operating system.

GENUITY/GTE-I, Columbia, Md (4/99 – 07/31/03)

Network Controller / Helpdesk Team Lead-AOL

Troubleshoot data communications problems including fault isolation,

equipment fault detection, and circuit outages reported by HP-Openview and Netcool. I perform remote monitoring of routing, dial-up, and other network hardware/software. I work/communicate closely with users and telco facilities and pop-technicians, in order to direct and co-ordinate the actions needed for the restoral of any and all network and user issues. All trouble tickets are entered using the Remedy tracking system. As teamlead of my group, I assume the responsibility of any and all problems/issues assigned to my group. I also act as a mentor to newly hired controllers. I offer them the information/assistance needed to perform their job to the highest level of quality.

CITICORP INTERNATIONAL, Silverspring, Md ( 01/1995 - 03/1999)

Asst.Manager/Operations Data Center

Manage and maintain Citibank’s Global Information Network(CGIN).

Bankcard responsibilities include implementation of Network CMC-Rolls,Major FEPGens and scheduled change activities to more then 16 NCPs throughout within 6 Operation Control Centers. The monitoring of Citibank’s worldwide credit card division.

Global Router Support

Assisted in the monitoring of over 2,000 Cisco routers. Responsible for making necessary config changes, upgrading IOS and to open cases with Cisco when needed. Network management is accomplished using HP-Openview and Netcool running on Unix basedSparc servers. Cynet Manager is used to monitor Cylink CSUs and Encryptors. Out-of-band management is accomplished using Xyplex terminal servers and Sentry Remote Power Manager. Generated daily, monthly and yearly reports for upper management on the availability of circuits and routers on the network.

RMS Technology, Incorporated, Woodlawn, MD (1991-1995)

Lead/Senior Computer Operator

Supervised and trained computer operators; managed computer

operations for HCFA (Health Care Finance Administration) program utilizing CA7 in a production controlled environment. Trouble-shoot and maintained STK(Storage Tech), a robotic tape storage system.

Blue Cross/Blue Shield of Maryland, Columbia MD (1984-1991)

Network Control Technician (1989-1991)

Monitored network consisting of 61 hospitals, 24 doctors offices,

5 regional offices and 32 corporations, with 2400 terminals through

5 t1 lines. Operated the CICS regions, VTAMS, and various

telecommunication packages. Analyzed trouble-shot and resolved

all network related problems including LANS (Local Area Networks).

Senior Computer Operator (1987-1989)

Involved with system problems, hardware and software. Ran all batch processing while supervising operators. Worked closely with Technical Support when these type problems were encountered. Assisted in the training of new employees.

Computer Operator (1985-1987)

Executed batch jobs, operated all peripheral equipment, mounted disk/tapes,monitored the on-line network systems, managed Help Desk, and managed IPLs. Trained in telecommunications area involving the transmission/reception of data via the PLANNET SYSTEM, and NDM(Network Data Mover).

Computer Operations Stock Clerk (1984-1985)

Distributed all production and test data created during the day.

Managed stockroom and mailroom.


ES9000,3090-600E/500E(ESA/XA and Lpar mode)

TAPES/DISK - 3390,3350,3380

IBM 3430, 3480, 3420; Memorex 3228, 3282

Storage Tech 4410 (robotic tape management system)


3203, 3800, w/BTS, Cannon-4018,Hewlett Packard laser printers.

Telcom: PMTT/PLANNET Telecommunications System



IBM System 38


Universal Data modems, Fasttalk modems

Racal Milgo/CMS controller

Datatel: DCP9100-tl data/voice multiplexer

Software: CA7, CA11, TPF, OS, HASP, JES2, MVS, OS5552222SO/SPF, INFO, IMS, VSAM, GRS, VTAM, TCAM, CICS, (1.7.1), NJE, UCC1-UCC7, UCC11, Omegamon, Network Data Mover (ndm), TMON, TPX2, JSX, Netview/NCP, Datatel, Unix, CMS (Communication Management System),TCP/IP,Cisco Routers,X.25,T1s.

NCP(3745),Statmon, HP-Openview, Netcool, Solarwinds, Cynet, Cylink, Netspy, Exceed, Veritas Backup System, MS-Outlook, Infoman, and Remedy.

Company Sponsored Courses:

CA7, CA11, 3090 Hardware Operator Training, Controlling JES2, OS/JCL, IMS, Concepts and Facilities and DASD Maintenance. PC training: Introduction to MS/DOS. Datatel/tl communication. Intro to Netview/NPDA. Info Management. Troubleshooting JCL, Top Secret, IBM Systems Availability and Recovery, TPX (TerminalProcessing Executor), Intro to Automate. TCP/IP, Configuration and Troubleshooting Cisco Routers, MPG(Managing Personal Growth). Widebank Mux, ATM, Ascend Max, TCP/IP, Unix, Web Development, Managed Modems, Dialinx, ASDL.


Some College – Catonsville Community majoring in Computer Science.

High School – Mount Saint Joseph High…General Degree.

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