Orlando Devon Johnson

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

Durham, NC 27712

ac5spr@r.postjobfree.com

919-***-**** Cell Number

**/**** – Present

Duke Health Technology Services

Durham, NC

System Analyst

§ F5 VIP Builds/SSL Certificates and Troubleshooting

§ Server Infrastructure Decommissions Physical/Virtual

§ Server Support, Monitoring, Server build, Server build QA and deployment

§ Servers (Dell, Cisco, HP, IBM, Appliances)

§ Server Builds: Windows Server 2003, 2008, 2012, 2016, RHEL Linux

§ Virtual Server monitoring; vSphere /VMware/vCenter ESXI 5.5, 6.0

§ Change Management, ITIL Foundation Certified

§ Active Directory

§ Write Work Instructions, Process Design, Work Flow Design

§ Service Now, Remedy

§ Splunk

§ IP based LAN/WAN (Ping, Traceroute, NSlookup, telnet, ftp)

§ Spectrum (Network Monitoring, troubleshooting)

§ Cisco Port configuration; disable, activate, name, speed, duplex, VLan

§ Troubleshooting DNS, DHCP, IPAM (Infloblox, Bluecat)

§ EMC Networker Backup/Snapshots Remediation, EMC Data Protector Advisor

§ BigFix, IEM Server patches, Tenable Vulnerability Scan

§ Data Center, Cabling, Rack and Stack

§ KVM, iLO, Blade Center, iDrac, CIMC

08/2011 – 07/2013

Duke Health Technology Services

Durham, NC

Data Center Technician

§ IT issues; supporting application and hardware

§ Tivoli, Omnibus/NetCool, Spectrum

§ Service Now Ticketing system, Remedy

§ IP based LAN/WAN (Ping, Traceroute, NSlookup, telnet, ftp)

§ Active Directory, account creation, password reset, account maintenance

§ Cisco Port configuration; disable, activate, name, speed, duplex, VLan

§ DNS A Host Record Entry/Cleanup

§ Virtual Server Monitoring; VSphere /VMware

§ Server Support and Monitoring for Windows, Unix, Linux

§ Server patches, Tenable security scans, disk space clean up, troubleshooting

§Monitoring and support for (HL7, Cerner, Pharmacy, Radiology)

§Data Center, KVM, iLO, Blade Center

§Vendor management/Escort

§VM Server Builds

§Physical Rack and Stack/Server Builds

07/2010 – 08/2011

Duke Health Technology Service

Durham, NC

Service Desk

§ Provide 1st level technical and customer support via phone, web submission, voice mail or email.

§ Build rapport and elicit problem details from service desk customers

§ Understand complexity and inter-dependencies of the various systems, applications and infrastructure deployed in support of information technology services.

§ Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new problems or requests into the call-tracking database.

§ Open tickets and escalate problems to appropriate groups outside the Service Desk when necessary.

§ Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

§ Apply diagnostic utilities to aid in troubleshooting

§ Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.

§ Participate in cross team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services

§ Participate in a rotation providing 24x7x365 support.

01/2010 – 06/2010

Xerox Inc.

Irvine, CA

Data Center Technician/Asset Management/NOC Tier 1 & 2

§ Fiber/Network Cable Installation

§ Remedy Ticketing System

§ Monitoring Software

§ NNM – Network Node Monitoring – Hardware Device Management

§Data Center Project Management

§ ITO – Information Technology Operations – Hardware and Software Management

§ OVOW – HP Open View - Hardware and Software Monitoring

§Manage all Data Center Projects / Project Management

§ Run Customer Bridge calls to troubleshoot and isolate problems on the network

§ Monitor and react to alarms coming into the management platform

§ Follow documented special procedures on reacting to customer alarms and adhere to customer Service Level Agreements

§ Rack and Stack, Install, and Configured hardware: Dell and HP Proliant, IBM

§ Act as a liaison between the customer and off-site Business NOC locations

§ Provide training and knowledge sharing to customer personnel

§ VERITAS Backup Exec

§ Data Protector

§ Asset Management

§ Track and Assign IP Addresses

§ Racked and Imaged Servers via Ghost Imaging Software

§ IQ and Validated Servers Configurations Windows 2003 Server

§ Active Directory

§ Terminal Server Manager

§ Server Management

§ Lease Refresh/Copy Restore Data to New Server

§ Server Hardware Software Installation

§ Unix Recycle / Maintenance to ensure maximum performance

§ Data Backups

§ Server Performance

§ Network Administration

§ Cisco Switch Administration

§ Network and Fiber Cable

04/2009 – 01/2010

Affiliated Computer Services (ACS) - Allergan Inc.

Irvine, CA

Data Center Technician/Asset Management/Information Management Senior Specialist

§ Working on the Allergan Inc. Contract

§ Remedy Ticketing System

§ Monitoring Software

§ NNM – Network Node Monitoring – Hardware Device Management

§ ITO – Information Technology Operations – Hardware and Software Management

§ OVOW – HP Open View - Hardware and Software Monitoring

§ Run Customer Bridge calls to troubleshoot and isolate problems on the network

§ Monitor and react to alarms coming into the management platform

§ Follow documented special procedures on reacting to customer alarms and adhere to customer Service Level Agreements

§ Rack, Install, and Configure Dell and HP ProLiant Servers

§ Act as a liaison between the customer and off-site Business NOC locations

§ Provide training and knowledge sharing to customer personnel

§ VERITAS Backup Exec

§ Data Protector

§ Asset Management

§ Track and Assign IP Addresses

§ Racked and Imaged Servers via Ghost Imaging Software

§ IQ and Validated Servers Configurations Windows 2003 Server

§ Active Directory

§ Terminal Server Manager

§ Server Management

§ Lease Refresh/Copy Restore Data to New Server

§ Server Hardware Software Installation

§ Unix Recycle / Maintenance to ensure maximum performance

§ Data Backups

§ Server performance

§ Network administration

§ Cisco Switch Administration

§ Interface with vendors to keep systems operating

§ Network and Fiber Cable

12/2008 – 04/2009

Compucom - Allergan Inc.

Irvine, CA

Network Technician/NOC Analyst-Tier 2/Asset Management

§ Working on the Allergan Inc. Contract

§ Remedy Ticketing System

§ Monitoring Software

§ NNM – Network Node Monitoring – Hardware Device Management

§ ITO – Information Technology Operations – Hardware and Software Management

§ OVOW – HP Open View - Hardware and Software Monitoring

§ Dazel Event Monitor – SAP Print Queue Monitoring

§ AutoSys – Backup Job Scheduling Software

§ Troubleshoot, repair, and determine root cause analysis for a network outage; hardware failure, protocol issues, and WAN/LAN outages

§ Run customer bridge calls to troubleshoot and isolate problems on the network

§ Monitor and react to alarms coming into the management platform

§ Follow documented special procedures on reacting to customer alarms and adhere to customer SLAs

§ Answer customer calls, update and open tickets

§ Act as a liaison between the customer and off-site Business NOC locations

§ Provide training and knowledge sharing to customer personnel

§ Data Storage Backup

§ VERITAS Backup Exec

§ Data Protector

§ Asset Management

§ Racked and Imaged Servers via Ghost Imaging Software

§ IQ and Validated Servers Configurations Windows 2003 Server

§ Active Directory

§Cisco Switch Configuration / Port Configuration

06/2008 – 12/2008

Apex Systems Inc - Allergan Inc.

Irvine, CA

Network Technician/NOC Analyst-Tier 2/Asset Management

§ Working on the Allergan Inc. Contract

§ Remedy Ticketing System

§ Monitoring Software

§ NNM – Network Node Monitoring – Hardware Device Management

§ ITO – Information Technology Operations – Hardware and Software Management

§ OVOW – HP Open View - Hardware and Software Monitoring

§ Dazel Event Monitor – SAP Print Queue Monitoring

§ AutoSys – Backup Job Scheduling Software

§ Troubleshoot, repair, and determine root cause analysis for a network outage; hardware failure, protocol issues, and WAN/LAN outages

§ Run customer bridge calls to troubleshoot and isolate problems on the network

§ Monitor and react to alarms coming into the management platform

§ Follow documented special procedures on reacting to customer alarms and adhere to customer SLAs

§ Answer customer calls, update and open tickets

§ Act as a liaison between the customer and off-site Business NOC locations

§ Provide training and knowledge sharing to customer personnel

§ Data Storage Backup

§ VERITAS Backup Exec

§ Data Protector

§ Asset Management

§ Racked and Imaged Servers via Ghost Imaging Software

§ IQ and Validated Servers Configurations Windows 2003 Server

§ Active Directory

§Cisco Switch Configuration / Port Configuration

12/2004 – 6/2008

Kaiser Permanente

Corona, CA

Service Desk Analyst

§ Troubleshooting various types of computer systems, network products

§ Help Desk Support

§ Providing Technical Support for internal employees

§ Creating and Tracking Trouble tickets using Remedy Management Software

§ Configuring and troubleshooting Fiberlink Remote Access Software on Kaiser Computers and personal home computers

§ Hardware Support for Desktops and Laptops

§ Troubleshooting Network Connectivity Issues for personal computers, printers and other peripherals

§ Microsoft Office Support

§ Mainframe Configuration and Support - RACF, TSO

§ Remedy Help Desk Application Software

§ Troubleshooting MS Office Suite Applications, Word, Excel, PowerPoint, Access

§ Active Directory Password Reset

§ Support and troubleshoot Health Care Data Entry Management Software (HealthConnect)

§ Lotus Notes Email

05/2003 – 12/2004

Northrop Grumman

San Diego, CA

Technical Support Specialist

§ Travel throughout the United States installing and training utility meter reading software and hardware for cities and utility districts

§ Deployed, configured and troubleshoot wireless Bluetooth radio read utility system hardware and software

§ Software testing, application backup, technical writer for meter reading hardware and software

§ Responsible for maintaining proper documentation and backup of configuration files need in case disaster recovery is needed

§ Report design for Northrop Grumman utility software using crystal reports

§ Template design to insure cohesiveness of customers billing system software and Northrop Grumman utility software

12/2001 - 3/2003

Volt Technical (Computer Science Corporation)

San Diego, CA

Desktop Support Technician

§ Responsible for deploying and configuring printers for the County of San Diego Project

§ Deployed configured and troubleshoot Hewlett Packard desk jet, laser, color laser printers, Dell laptops and desktops

§ Software testing, application backup, technical writer for various hardware and software application

§ Managed all distribution processes and requirements for printers

§ Providing Technical Support for San Diego County Employees

§ Troubleshooting and Repairing Printers, Print Servers and Computers Network Connectivity Issues

§ Provide training to County employees in all aspects of operation of Microsoft Windows 2000 Professional and all required applications.

§ Overseer for deployment teams printers and maintain all Pre-Field, Installation, and Post-Installation Printer documentation.

§ Works with the Engineering team and Project Manager to distribute properly tested printers and appropriate peripherals.

§ Provide documents, details, tools, software, and scripts for the teams.

§ Project Completion and Service Delivery handoff - Responsible for maintaining proper documentation and service delivery handoff procedures for customer approval and determination of project completion as departments are completed

§ Data backup and migration

§ Conduct Asset Verifications and Surveys

11/2000 - 11/2001

Hitachi Data Systems

San Diego, CA

Help Desk and Desktop Support

§ Training new IT support specialists to enhance their technical skills

§ Performed shift lead task, processing the morning Severity 1and Severity 2 reports, and attending IT meetings

§ Troubleshooting various types of computer systems, network products, update and install P.C. images, peripheral product both hardware and software

§ Helpdesk Support

§ Providing Technical Support for customers and employees

§ Creating and Tracking Trouble tickets using Clarify Management Software

§ Technical Writing for Intranet-Wide Knowledge Base

§ Upgrading and Configuring Dell Desktops and laptops

§ Troubleshooting and Repairing Network Connectivity Issues

2/1992 - 2/1996

United States Marines

Camp Pendleton, CA

Combat Engineer

§ Managed a motor pool of approximately, eighty vehicles with a staff of twenty-five Marines.

§ Create and implement department policies and procedures have fiscal responsibility for accomplishing required goals and maintaining an exciting and interesting work environment. Managed the Field Replaceable Units for upgrade, scrapping obsolescence; assist in Authorized Service and Training; as well as prepare spare parts forecasts, format recommended sparing lists and produce associated management reporting.

§ Promoted to management level ranking: E-4 NCO (Corporal).

Education:

May 30, 2008

Mt. San Jacinto College

Menifee, CA

§ Associates Degree: Computer Information System

§ Associates Degree: Social and Behavioral Sciences

December 2013

Strayer University

Morrisville, NC

§ Bachelor Degree: Computer Information Systems

July 2014

Pink Elephant

§ ITIL Foundation Certified Version 3

Contact this candidate