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Incident Manager

Ashburn, Virginia, United States
April 09, 2018

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Jaime Sobrino

***** ********* ** *******, ** ****8 {M} 703-***-**** ■

Education and Certifications:

CompTia Security+, Security University, 2014

Microsoft MCTS, Global Knowledge, 20011

Cisco CCNA, Global Knowledge, 2008

High School Diploma, George C. Marshall High School, Falls Church, Virginia, 1995

Amount of Experience: Over 15 years of experience working in a network operations environment. Performed incident and problem management for Verizon's Internet Backbone and Time Warner Cable's VOIP backbonenetworks and’s Cloud infrastructure. Performed hardware and routing troubleshooting on Verizon and Time Warner Cable backbone routers and switches. Managed Booz Allen Hamilton's Network Operations team that provides 24x7 surveillance and incident management support for all Booz Allen Hamilton offices and data centers across the US and overseas. Respond to security threats such as failed login attempts on internal systems. Respond and troubleshoot firm-wide outages such as VPN, Circuits, Video Conferencing, Telecom, Payroll systems and website and applications. Managed the Network Operations Center team that Provides network surveillance and incident management for ALARM.COM Network, Security and Cloud Infrastructure.

Hardware experience:

Cisco routers and Catalyst switches 2500/3640/4600/7200/7500/12008 series

Juniper M10/M20/M40/M60/M160/ERX

BIG-IP F5 load balancers

Tandberg Video Conferencing systems

Fore ASX 1000/4000 ATM Switches

Lucent CBX-500/B-STDX9000 WAN Switches

Cisco UBR7246/Catalyst 6500/ BTS10200 Softswitch/ MGX 8850 Trunking Gateway

Acme Packet's Session Border Controller

Avaya media gateways

Operating Systems/Software:

Microsoft /UNIX/Solaris, Cisco/Juniper IOS,

DNS Lucent VitalQIP IP addressing and resolution management tool

Monitoring tools

Hp Openview, Lucent NavisCore, Netcool, Big Brother, eHealth, Science Logic EM7, Sumo Logic,

ICINGA, Pingdom

Schneider Struxureware Data Center environmental monitoring software

Ticketing Systems

Remedy, ETMS, S3, Service Now, Jira

Professional Work Experience

Employer –

Job Title – NOC Incident Manager

Month Year to Month Year

May 2015 to Present

Job Description

Responsible for managing ALARM.COM’s 24x7x365 Network Operations Center.

Manage a team of 10 NOC Engineers

Provide network surveillance and incident management for ALARM.COM Network, Security and Cloud Infrastructure (Cisco, VMware, AWS, Sourcefire, F5)

Perform troubleshooting, problem analysis, and isolation of the network and system events

Serve as a point of contact for reporting service issues

Ensure that issues are resolved in a timely manner

Ensure that internal communication go out and delivered to appropriate staff and end users . (White board, Email and Voice)

Ensure that the incidents are properly documented in to Service Now, from first detection of the issue up to resolution.

Determine severity of issues based on the severity of impact to users, customers and business.

Ensure that the incident close out procedures are followed

System and service has been tested and verify to be fully functional

Determine if any other actions are needed to support or mitigate the

Create and submit incident report.

Work with problem management to put a plan together to resolve and minimize the recurrence of an incident

Participate in Change Management Process

Facilitate meetings with Operations team and internal/external partners to develop effective SOP

Lead process improvement

Participate in on-call rotation

Employer – Booz Allen Hamilton

Job Title – Senior Consultant/NetOps Supervisor/NOC Lead

Month Year to Month Year

October 2007 to January 2015

Job Description

Provide technical guidance and leadership for the Booz Allen Hamilton Global Network Operations in Mclean, VA.

Provide network surveillance and incident management support for Booz Allen Hamilton network infrastructure

Provide Tier 2 support assistance to various Infrastructure Services teams to resolve user affecting outages such as Circuits, Firewalls, DHCP, Servers, PBX and Data Center environmental issues.

Perform configuration, installation and hardware upgrades on Cisco routers and switches

Perform troubleshooting, problem analysis, and isolation of the network and system events in accordance with Booz Allen incident management guidelines

Manage DNS and IPs (Static/DHCP) using Lucent Vital QIP application

Perform URL and redirect configuration on F5 load balancers

Ensure NetOps services provided meet or exceed internal and external service level agreements

Create and coordinate staff schedules to ensure 24x7 coverage

Lead projects by developing timelines, milestones, training and reporting project status to senior leadership.

Develop strategies and facilitates team meetings to enhance service offerings

Write performans reviews and performance goals.

Employer – Verizon Business

Job Title – NOC Engineer

Month Year to Month Year

December 2006 to October 2007

Job Description

Provide Network surveillance, monitoring and network fault isolation within Verizon Business Internet Backbone Network.

Performed initial diagnostics test on all network equipment

Applied network diagnostic testing techniques and tools to isolate and resolve network anomalies

Performed hardware replacements and code upgrades of various routers and switches such as Cisco 7XXX-12000 GSR, Lucent CBX and Fore ASX switches

Performed troubleshooting and resolved protocol issues involving TCP/IP, PPP, OSPF, BGP, MPLS

Worked with Telco provider and remote technicians to resolve network issues involving OC192/OC48/OC3/T3/T1/DS0

Employer – Time Warner Cable

Job Title – Voice over IP Analyst

Month Year to Month Year

July 2004 to November 2006

Job Description

Provided Network surveillance and Incident Management support for Time Warner Cable Broadband Network Services as a member of NOC VoIP Team within Time Warner's Global Network Operation Center.

Facilitated and coordinated the flow of communications between the TWC GNOC and internal Time Warner Cable groups, as well as external vendors and third party ISP partners

Ensured VOIP functionality in production environment for residential market

Monitored, configured, and supported various hardware (such as Cisco’s BTS 10200 Soft Switch, MGX 8850 Trunking Gateway and Acme Packet’s Session Border Controller) utilizing SIP, SS7, MGCP

Responsible for providing high-level network and systems operations support for all Time Warner Cable divisions and Regional Data Centers nationwide

Facilitated training to ensure all personnel were proficient in every aspect of all operations processes

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